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
* 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
* 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
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