Service Delivery Manager Support / Agreement Management

Contenuto del lavoro

• Working Location: Braine-l’Alleud, Belgium
• Language: High proficiency level in English language
  
  

Experience And Education

Essential Qualifications/Experience:

• Bachelor’s degree in a relevant field with 2+ years of experience OR 6+ years of relevant experience without a degree
• Proven experience of service or project management including resource management (people, budgets, time, etc.) in a training environment
• A recognized formal Project Management qualification, such as PRINCE2 or PMP. The lack of formal qualifications can be compensated by the demonstration of expertise and experience in the domain
• Prior experience of Agile project management
• Prior experience of Business Development
• Excellent Microsoft Office skills and in particular advance Microsoft Excel skills
  
  

Desirable Qualifications/Experience

• Practical experience in working for other NATO agencies or organizations
• Prior experience of working in an international environment comprising both military and civilian elements
• Prior experience in engagement techniques, survey management and data analysis
• Knowledge of NATO responsibilities and organization, including ACO and ACT
• Excellent understanding of NCI Agency processes and procedures relating initiating and staffing projects in the NCI Agency (E.g. Customer Request Forms, Request to Proposals, Price Proposals, EBA, etc.)
• Evidence of prior experience and in-depth knowledge of the ServiceNow Project Management tool
• Prior experience and in-depth knowledge of the NCI Agency Enterprise Business Applications (EBA)
• Prior experience of the NCI Agency Training Management System (TMS)
• Prior experience in JIRA
• Prior experience in MS VISIO
• Prior experience of Business Relationship Management
• Prior experience of Design & Creative Thinking
• Prior experience of Lean 6 Sigma principles
  
  

Duties/Role

• Agreement Management
  
  

ü Support the annual cycle set of activities from demand collection to agreement production: Price Proposals (PP), Operational Level Agreements (OLA), Service Support Training (SST) agreement etc.

ü Analyse customers requests

ü Create agreement amendments, and manage their internal staffing

ü Annually review agreement template wording and propose enhancements

ü Continuously seek improvement of processes, particularly Resource to Proposal (R2P) process

ü Support gradual transition to product management

ü Monitor budget uploads and their execution

ü Produces and generate agreement status reports and support dashboards creation and their maintenance

• Support to service delivery management of Education and Individual Training (EIT) Service
  
  

ü Support standardization and automation based on available internal tools (SNOW, EBA, TMS)

ü Contribute to Training Management System (TMS) enhancements

ü Contribute to weekly service delivery coordination meetings, daily stand-ups and ad-hoc sprints

ü Contribute to Lesson Learned register

ü Continuously seek and propose improvements towards efficiency, effectiveness and excellence in customer service

ü Act as a knowledge hub in AOR and support other Service Delivery Managers

• Customers and stakeholders engagement
  
  

ü Develop and maintain the knowledge of Customers portfolio, Catalogue listed products, regulatory frameworks, directives, policies, internal processes, and terms and conditions in order to provide cohesive service/response to customers

ü Act as the focal POC, both externally and internally on agreement aspect

ü Analyse Customer requests, respond customers’ e-mails and phone calls in timely manner as per the given targets

ü Contribute to development and maintenance of customer personas and customers journey mapping

ü Develop and maintain good and long-lasting relationship with customers

ü Monitor and process Customer Mutual Agreements (CMAs) requests

ü Monitor agreements status, execution weekly and provide reports and updates to the stakeholders and customers

ü Contribute to Academy customer engagement activities (conferences, workshops, meetings)

ü Contribute to quarterly and annual customer survey development, analysis and reporting

ü Maintain relevance of NCI Academy Catalogue, webpage and other customers facing platforms within AOR

ü Develop and maintain new Training Coordinator and new Customer on-boarding package

ü Contribute to development of leaflets, instructional brochures and instructional videos

ü Represent PSPB and deliver briefs and presentation to customers as required

ü Lead coordination and distribution of e-Newsletter to Customer, this may include critical deadlines, actions, changes and course updates, as well as marketing aspects

ü Contribute to marketing strategy and communication plans

• Control Data accuracy support
  
  

ü Regularly check Training Management System data accuracy and functionalities to assure accurate customers and service delivery manager facing outputs

ü Take instant corrective course of action when incorrect data, mal-functionalities of internal tools spotted and liaise with team in charge for the earliest resolution