C004147 Service Delivery Manager (CTS) - MON 14 Apr
On site
Braine-L’Alleud, Belgium
Freelance
01-04-2025
Job Specifications
Deadline Date: Monday 14 April 2025
Requirement: Service Delivery Manager
Location: Braine-l'Alleud, BE
Full Time On-Site: Yes
Time On-Site: 100%
Total Scope of the request (hours): 836
Required Start Date: 26 May 2025
End Contract Date: 31 December 2025
Required Security Clearance: NATO COSMIC TOP SECRET
Duties and Role:
Duties and Responsibilities:
Service level management
Performs defined tasks to monitor service delivery against service level agreements and maintains
records of relevant information
Analyses service delivery performance to identify actions required to maintain or improve levels of service
Initiates and reports on actions to maintain or improve levels of service. Incident management
Provides first line investigation and gathers information to enable incident resolution and allocate incidents
Advises relevant persons of actions taken.
Problem management
Investigates problems in systems, processes and services
Assists with the implementation of agreed remedies and preventative measures
Service acceptance
Engages with delivery teams to confirm that products developed meet the service acceptance criteria and are to the required standard
Provides input into change control processes.
Stakeholder relationship management
Deals with problems and issues, managing resolutions, corrective actions, lessons learned, and the collection and dissemination of relevant information
Implements stakeholder engagement/communications plan. Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management
Helps develop and enhance customer and stakeholder relationships
Specific duties for this post:
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
Requirements
Skill, Knowledge & Experience:
The candidate must have a currently active NATO COSMIC TOP SECRET security clearance
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.
A minimum of 3 years of experience in defining, implementing and validating large scale e-mail infrastructure solutions.
Three 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.
Good written and verbal communication skills, with ability to effectively communicate and display service performance and improvement plans.
Managerial and supervisory experience.
Ability to handle and prioritize multiple assignments. Ability to navigate, influence and negotiate with all levels of the organization, business partners, customers and users
Experience in service level management and continuous service improvement.
Experience in service catalogue development and improvement. Excellent customer relationship management abilities.
Excellent analytical and listening skills to capture requirements and identify problems and risks.
Excellent communication skills to be able to explain complex topics to different audience types.
Strong communication skills and the ability to be concise in both written and verbal communications
Working knowledge of ITIL processes and procedures.
Sound knowledge of Service Level Agreements, Operational Level Agreements and Underpinning Contracts
Training/Certifications: ITIL v4 Foundation
Desirable:
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
Training/Certifications: Prince2
Behavioural competencies:
Delivering Results and Meeting Customer Expectations - Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals.
Deciding and Initiating Action - Takes responsibility for actions, projects and people; takes initiative and works under own direction; initiates and generates activity and introduces changes into work processes; makes quick, clear decisions which may include tough choices or considered risks.
Adapting and Responding to Change - Adapts to changing circumstances; tolerates ambiguity; accepts new ideas and change initiatives; adapts interpersonal style to suit different people or situations; shows an interest in new experiences.
Achieving Personal W...
About the Company
EMW was founded in 1995 by engineers and managers who formerly held senior positions in well known telecommunications and information technology companies to pursue their vision for this new company. Our core business is providing information and communication technology services in the areas of planning, engineering and implementation; project and program management; systems integration; operations and maintenance; and training. Our competencies range over all aspects of inside and outside plant; feeder, access and inter-o... Know more
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