Braine-l'Alleud, Belgium | Posted on 04/01/2025
Minimum Requirements:
1. A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 3 years post-related experience.
2. 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.
3. Training/Certifications: ITIL v4 Foundation.
4. 3+ years of experience in defining, implementing and validating large scale e-mail infrastructure solutions.
5. 3 years of experience in defining, implementing and validating enterprise class collaboration platforms, such as Microsoft Teams, Skype for Business or similar.
6. Demonstrated knowledge of IT infrastructure and systems, including enterprise-class servers, operating systems and storage.
7. Familiarity with virtualization technologies.
8. Familiarity with public/private cloud concepts.
9. Experience in contracts mainly outsourcing and performance based.
10. Experience in service level management and continuous service improvement.
11. Experience in service catalogue development and improvement.
12. Working knowledge of ITIL processes and procedures.
13. Sound knowledge of Service Level Agreements, Operational Level Agreements and Underpinning Contracts.
Desirable Qualifications/Experience:
1. Training/Certifications: Prince2.
2. Sound knowledge of Collaboration and Communication toolset, such as instant messaging (chat), presence information and video conferencing.
3. Awareness of industry's latest technology trends and applications.
4. Sound knowledge of Project Management industry standards.
5. Prior experience of working in an international environment compromising both military and civilian elements.
6. Knowledge of NATO responsibilities and organization, including ACO and ACT.
Duties/Role:
1. Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
2. Analyses service delivery performance to identify actions required to maintain or improve levels of service.
3. Initiates and reports on actions to maintain or improve levels of service. Incident management.
4. Provides first line investigation and gathers information to enable incident resolution and allocate incidents.
5. Advises relevant persons of actions taken.
6. Investigates problems in systems, processes and services.
7. Assists with the implementation of agreed remedies and preventative measures.
8. Engages with delivery teams to confirm that products developed meet the service acceptance criteria and are to the required standard.
9. Provides input into change control processes.
10. Deals with problems and issues, managing resolutions, corrective actions, lessons learned, and the collection and dissemination of relevant information.
11. Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management.
12. Helps develop and enhance customer and stakeholder relationships.
13. Operating the assigned services in the role of Service Delivery Manager in accordance with Service Delivery Plans.
14. Service costing of assigned services.
15. Delivery of new capability to enhance the service.
16. Service documentation, including operating instructions.
17. Transition planning and execution.
18. Maintenance of the service baseline.
19. Service configuration management.
20. Meeting of agreed customer requirements (SLA).
21. Maintenance of the OLAs and underpinning contracts.
22. Service Performance monitoring & reporting.
23. Support the lifecycle of the Manage Device service components, including associated communications and security capabilities; provides expert advice throughout all phases of new projects from estimating to execution.
24. End-to-end delivery of assigned services.
25. Service cost calculations, budget management, budget forecasting and planning, expenditure tracking and management including capital and operational expenses.
26. Plan, lead and monitor the implementation of the outsourcing and continuous service improvement initiatives.
27. Create yearly task and execution plans, create resource plans for the tasks and assign resource requirements to individuals.
28. Interact with customer representatives to receive feedback, capture requirements and help in articulating solutions in customer request processes, managing of expectations.
29. Preparation and representation at Customer service reviews.
30. Compliance to policies and directives of the team supervised.
31. Perform team resource management tasks like time management, contract management and project resource management.
32. Deputize for higher grade staff.
33. Perform other duties as may be required.
#J-18808-Ljbffr