Service Delivery Manager

工作内容

NATO offers you more than a job. It gives you a mission: building peace and security for one billion people in Europe and North America. The NATO Communications & Information Agency (NCIA) is leading NATO’s Digital Transformation. Based in Mons, Belgium the Service Delivery Manager plays a key role in providing essential service lifecycle management to the IT Service Management tools deployed across NATO.

Who We Are

NCIA acquire, deploy and defend communications systems for NATO’s political decision-makers and Commands; the agency is on the frontlines against cyber-attacks, working closely with governments and industry to help NATO keep its technological edge.

We are NATO’s technology and cyber leaders, helping NATO Nations to communicate and work together in smarter ways. Our work is challenging and meaningful, and you will lead and apply your expertise as part of a dynamic international team of civilian and military professionals.

The Role

The Service Delivery Manager will be working for the Service Management and Control (SMC) Branch that covers the full lifecycle of support (strategy, design, transition, operation and continuous service improvement, including Subject Matter Expertise) for Service Delivery. It provides the authoritative data for meeting Service Level Agreement targets and Key Performance Indicators through Service Level Management, implementing and maintaining an Enterprise IT Service Management tools. SMC enables standardised, repeatable ways of working across the NATO enterprise holding the Governance of all ITIL Processes; enables Network Protection via Change, Configuration, Patch, and Release & Deployment Management. SMC is responsible for creating technology stability and discipline.

Further Responsibilities Include

Leading a small, highly specialised international team, the Service Delivery Manager will lead on Information Technology Service Management (ITSM) Tooling Strategy, Policy, Budget, Design, Operation and Maintenance. Your primary responsibility will be as the Primary Point of Contact for the ITSM service across the NATO estate.

• Deliver uninterrupted IT Service Management Tooling Services to support primarily the execution of ITIL processes i.e. incident, change & configuration management.
• Manage the delivery of the service in accordance with the customer service agreements across NATO, including missions and exercises.
• Responsible for resource management within the allocated service budget.
• Introduce new technologies, business concepts and policies to support the requirements from both internal and external Customers.
• Managing support contracts with industry, as appropriate.
• Track service metrics, under the governance of Service Management and Control, in order to maintain the agreed value to the Customer.
  

About You

A dynamic and resourceful individual who will position the ITSM Service at the centre of Service Management & Control. You will easily establish good relationships with key stakeholders and be able to relate to people at all levels of the NATO organisation. You produce new ideas, approaches and insights to deliver innovative solutions to the delivery of ITSM Service. Able to adapt to changing circumstances you can manage ambiguity, accept new ideas and change initiatives, further to this you have:

• 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.
• Excellent working experience in IT Service Management based on BMC ITSM Suite and Atrium CMDB;
• Excellent working experience in Business Intelligence solutions and dashboards management, Web application development based on jQuery, Ajax, Oracle APEX, HTML 5;
• System Management knowledge of Windows Operating Systems and Red Hat Linux;
• Excellent skills in RDBMS (Oracle/SQL Server) database administration, performance management and analysis, data modelling and data representation;
• Knowledge of recent BMC ITSM Suite and Atrium CMDB (9.x or above) is an asset;
• Excellent communication skills. Proven ability to effectively communicate orally and in writing, with good briefing, presentation and summarisation skills.
  

What do we offer?

• Genuinely meaningful work as part of the most successful alliance in history
• Initial three year contract with competitive monthly tax-free salary of 7,068 EUR and household & children’s allowances
• Privileges for expatriate staff including expatriation and education allowances (where appropriate) and additional home leave
• Excellent private health insurance scheme
• Generous annual leave of 30 days plus official holidays
• Retirement Pension Plan
  

For a full list of duties, you can review the full job description here. To learn more about NCI Agency, our mission and goals take a few moments to visit our website.

Primary Location

Belgium-Mons

NATO Body

NATO Communications and Information Agency (NCI Agency)

Schedule

Full-time

Salary (Pay Basis)

7,068.00

Grade

NATO Grade G17