Service Delivery Manager

Job content

Experience And Education

Essential Qualifications/Experience:

• A minimum requirement of a Bachelor’s degree at a nationally recognised/certified University in a related discipline and 3 years post-related experience
• Or exceptionally, the lack of a university degree may be compensated by the demonstration of a candidate’s particular abilities or experience that is/are of interest to NCI Agency, that is, at least 10 years extensive and progressive expertise in duties related to the function of the post
• Training/Certifications: ITIL v4 Foundation
• 3+ years of experience in defining, implementing and validating large scale e-mail infrastructure solutions.
• 3 years of experience in defining, implementing and validating enterprise class collaboration platforms, such as Microsoft teams, Skype for business or similar
• Demonstrated knowledge of IT infrastructure and systems, including enterprise-class servers, operating systems and storage.
• Familiarity with virtualization technologies.
• Familiarity with public/private cloud concepts
• Experience in contracts mainly outsourcing and performance based.
• Proven experience in managing vendor relationships.
• Experience in service level management and continuous service improvement.
• Experience in service catalogue development and improvement.
• Working knowledge of ITIL processes and procedures
• Sound knowledge of Service Level Agreements, Operational Level Agreements and Underpinning Contracts
  
  

Desirable Qualifications/Experience

• Training/Certifications: Prince2
• Sound knowledge of Collaboration and Communication toolset, such as instant messaging (chat), presence information and video conferencing
• Awareness of industry’s latest technology trends and applications
• Sound knowledge of Project Management industry standards
• Prior experience of working in an international environment compromising both military and civilian elements
• Knowledge of NATO responsibilities and organization, including ACO and ACT
  
  

Duties/Role

• Service level management
  
  

ü Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information

ü Analyses service delivery performance to identify actions required to maintain or improve levels of service

ü Initiates and reports on actions to maintain or improve levels of service. Incident management

ü Provides first line investigation and gathers information to enable incident resolution and allocate incidents

ü Advises relevant persons of actions taken

• Problem management
  
  

ü Investigates problems in systems, processes and services

ü Assists with the implementation of agreed remedies and preventative measures

• Service acceptance
  
  

ü Engages with delivery teams to confirm that products developed meet the service acceptance criteria and are to the required standard

ü Provides input into change control processes

• Stakeholder relationship management
  
  

ü Deals with problems and issues, managing resolutions, corrective actions, lessons learned, and the collection and dissemination of relevant information

ü Implements stakeholder engagement/communications plan

ü Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management

ü Helps develop and enhance customer and stakeholder relationships

• Operating the assigned services in the role of Service Delivery Manager in accordance with Service Delivery Plans
• Service costing of assigned services
• Delivery of new capability to enhance the service
• Service documentation, including operating instructions
• Service change management
• Transition planning and execution
• Maintenance of the service baseline
• Service configuration management
• Meeting of agreed customer requirements (SLA)
• Maintenance of the OLAs and underpinning contracts
• Service Performance monitoring & reporting
• Budget execution
• Support the lifecycle of the Manage Device service components, including associated communications and security capabilities; he/she provides expert advice throughout all the phases of new projects from estimating to execution
• End-to-end delivery of assigned services
• Service cost calculations, budget management, budget forecasting and planning, expenditure tracking and management including capital and operational expenses
• Plan, lead and monitor the implementation of the outsourcing and continuous service improvement initiatives
• * Create yearly task and execution plans, create resource plans for the tasks and assign resource requirements to individuals
• Interact with customer representatives to receive feedback, capture requirements and help in articulating solutions in customer request processes, managing of expectations
• Preparation and representation at Customer service reviews
• Compliance to policies and directives of the team he/she supervises
• Perform team resource management tasks like time management, contract management and project resource management
• Deputize for higher grade staff
• Perform other duties as may be required