Service Manager - Deployable CIS

EXPERIENCE AND EDUCATION:

Essential Qualifications/Experience:

·         A Bachelor of Science (BSc) degree at a nationally recognized / certified University in a related discipline with 5 years post related experience

·         Or exceptionally, the lack of a degree may be compensated by a lower academic qualification combined with the demonstration of particular abilities or experience of relevance to this post, or with a military experience in a related subject

·         ITILv3 certified at foundation level

·         5+ years of CIS engineering experience

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

·         Demonstrable evidence in maintaining knowledge of advances in Information Technology

·         Proven success as an operational and technical team lead

·         Minimum qualification of ITIL at Foundation level

·         Proficient knowledge of:

ü  Transmission and Telecommunication Systems

ü  Network, system and application level troubleshooting techniques

ü  Communications protocols and practical experience of using diagnostic test equipment

·         Experience in Service Management processes for Incident, Change Management and Service Fulfilment

·         Experience in customer support and incident handling

·         Experience of preparing technical documentation and Standard Operating Procedures

·         A thorough knowledge of one of the two official NATO languages, both written and spoken, is essential and some knowledge of the second is desirable

Desirable Qualifications/Experience:

·         Prior experience of working in an international environment

·         Knowledge of NATO political ambition and organizational structure

DUTIES/ROLE: 

·         Will manage the assigned elements of the Deployable CIS service and ensure system readiness at a level specified in the SLA. Ensuring the quality of engineering support delivered to the customer through close co-ordination with NCI Agency service lines

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

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

·         Will manage Change Management plans to overcome problems identified and will also manage the uplift of the configuration baseline to meet evolving operational requirements

·         Will support the Principal Service Manager with the development of the annual Operation and Maintenance budget submission

·         Will contribute to and support the system documentation for operation, maintenance and training is updated in accordance with system evolution

·         Will manage the recommended list of spare parts and availability of spares

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

·         Will provide input and recommendations to the SLA Change management process

·         Assessment of manpower and O&M budget requirements

·         Will provide support to project managers as required through the project development, delivery and transition into service phases