Service Delivery Manager, Braine-l'Alleud
Client:
Spektrum
Location:
Braine l’Alleud, Belgium
Job Category:
Other
EU work permit required:
Yes
Job Reference:
9fc3197082fd
Job Views:
7
Posted:
04.04.2025
Expiry Date:
19.05.2025
Job Description:
Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.
Who we are supporting
The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.
The NCIA provides a wide range of services, including:
* Cyber Security: Advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
* Command and Control Systems: Development and maintenance of systems used by NATO's military commanders to plan and execute operations.
* Satellite Communications: Services to enable secure and reliable communications between NATO forces.
* Electronic Warfare: Services to support NATO's mission to detect, deny, and defeat threats to its communication networks.
* Information Management: Management of NATO's IT infrastructure, including databases, applications, and servers.
Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.
The program
Assistance and Advisory Service (AAS)
The NATO Communications and Information Agency (NCI Agency) is NATO’s principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure.
Role Duties and Responsibilities
Service Level Management
* Monitors service delivery against service level agreements.
* Analyses service delivery performance to identify improvement actions.
* Reports on actions to maintain or improve service levels.
Incident Management
* Provides first line investigation for incident resolution.
* Advises relevant persons of actions taken.
Problem Management
* Investigates problems in systems, processes, and services.
* Assists with implementation of remedies and preventative measures.
Service Acceptance
* Engages with delivery teams to confirm products meet service acceptance criteria.
* Provides input into change control processes.
Stakeholder Relationship Management
* Manages resolutions and corrective actions for issues.
* Implements stakeholder engagement/communications plan.
* Collects feedback from customers to measure effectiveness.
Specific duties for this post:
* Operating assigned services in the role of Service Delivery Manager.
* Service costing of assigned services.
* Delivery of new capabilities to enhance the service.
* Service documentation and change management.
* Transition planning and execution.
* Maintenance of service baseline and configuration management.
* Monitoring and reporting of service performance.
* Budget management and execution.
* Support the lifecycle of Manage Device service components.
* Preparation and representation at Customer service reviews.
* Compliance to policies and directives.
* Team resource management tasks.
* Deputize for higher grade staff.
* Perform other duties as required.
Essential Skills and Experience
* A minimum of 3 years of experience in large scale e-mail infrastructure solutions.
* Experience in enterprise class collaboration platforms.
* Knowledge of IT infrastructure and systems.
* Familiarity with virtualization technologies and cloud concepts.
* Experience in managing vendor relationships.
* Good communication skills.
* Managerial and supervisory experience.
* Ability to prioritize multiple assignments.
* Knowledge of ITIL processes and procedures.
* Training/Certifications: ITIL v4 Foundation.
Behavioural Competencies
* Delivering Results and Meeting Customer Expectations.
* Deciding and Initiating Action.
* Adapting and Responding to Change.
* Achieving Personal Work Goals and Objectives.
Desirable Skills and Experience
* Knowledge of Collaboration and Communication tools.
* Awareness of industry technology trends.
* Knowledge of Project Management standards.
* Prior experience in an international environment.
* Knowledge of NATO responsibilities.
* Training/Certifications: Prince2.
Education
* Bachelor's degree in a related discipline and 3 years post-related experience, or 10 years extensive experience in related duties.
Working Policy
* On-Site
Travel
* Some travel to other NATO sites may be required.
Security Clearance
* Valid National or NATO Top Secret personal security clearance.
We never know what new opportunities might be just over the horizon. If this opportunity isn't for you, please feel free to send us your resume anyway.
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