Service Delivery Manager

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 5 years post-related experience as set out in the Duties

·         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 expertise in duties related to the function of the post

·         Service Management: Strong Service (Delivery) Management experience with at least ITIL Foundation and Intermediate Certifications certified in either Service Design/PPO, Service Transition/RCV, Service Operation/OSA, Service Strategy/SOA and or Continual Service Improvement; or latest versions

·         Developing/Improving Service Models, support documentation for operations, maintenance and training along with providing recommendations and actioning Continuous Service Improvements

·         Demonstrable of experience as a line manager and provide evidence of having the ability of being a motivator and mentor

·         Thorough experience in Service Transition, Configuration Management and Change Management processes and tools

·         Experience in roles requiring significant business and managerial skills, such as: contingency planning and implementation; budget planning & control, preparation, and execution

·         Managing small scale projects for the implementation of CIS services related to network monitoring and network performance management services; Managing, leading, and mentoring a team

·         Experience in roles with requirement to display report writing and presentation skills

Desirable Qualifications/Experience:

·         Service Management professional: ITIL Expert /Managing Professional with strong experience of management of service, Service Design, Transition and Continuous Service Improvement of services

·         Proven success in Service Delivery an operational, technical team lead and service manager

·         Strong demonstratable experience in Continuous Service Improvements

·         PRINCE 2 Foundation level or PMI PMP

·         MSP Foundation

·         Management of Risk Foundation

·         Demonstrable evidence in maintaining knowledge of advances in Information Technology

·         Familiarity with military telecommunications and information systems; VLF to Satellite EHF

·         Member of a recognized professional body or institution

·         Prior experience of working in an international environment

·         Desirable experience of working in environment with both military and civilian elements

·         Knowledge of NATO responsibilities and organization, including Allied Command Operations (ACO) and Allied Command Transformation (ACT)

DUTIES/ROLE: 

·         Managing assigned service(s) to ensure Service readiness at a level specified in the SLA by ensuring the availability and support delivered to customer through close co-ordination with NCI Agency service lines and the CIS Support and Sustainment Centre (CSSC)

·         Drive Continuous Service Improvements by providing recommendations to the Principal Service Manager and action agreed items accordingly

·         Review, develop, enhance Service Models and support documentation for customers, operations, maintenance and training

·         Will analyse and report on Incidents, Service Request and Changes on weekly, Monthly and Quarterly basis

·         Work with stakeholders including Customers, External Service Providers, NCIA Engineers and Senior management to ensure Services are delivered to meet customer needs an SLAs

·         Will conduct periodic risk assessments to anticipate and deal with obsolescence and initiate new projects under the NATO Security and Investment Programme (NSIP) when required

·         Will provide support to project managers as required to ensure Service Requirements, Changes are captured, and transitioned into service successfully

·         Manage the Configuration Management to ensure that all assets are maintained at known configuration states and can be correctly accounted for

·         Will drive the development and control of the annual Service budget with the support the Principal Service Manager

·         Managing contractor support resources and acceptance of services of contractors

·         Will provide input to the Principal Service Manager for the Quarterly SLA report

·         Assessment of manpower and O&M budget requirements

·         Perform other duties as may be required