Job Title: Senior Service Manager
Location: Braine-l'Alleud, Belgium
Contract Duration: 836 hours
Security Clearance: NATO SECRET
Role Overview:
The Senior Service Manager will oversee the delivery of CIS services as defined in Service Level Agreements (SLAs), ensuring the availability, quality, and readiness of deployable CIS infrastructure. The role requires close coordination with service lines and support centers to maintain optimal system performance and alignment with operational requirements.
Key Responsibilities:
* Manage Deployable CIS infrastructure as a service, ensuring system readiness in accordance with SLA requirements.
* Oversee engineering support delivery through collaboration with service lines and support centers.
* Maintain Configuration Management to ensure accurate asset tracking and compliance with known configuration states.
* Conduct periodic risk assessments to address obsolescence and initiate projects as necessary.
* Develop and implement Change Management plans to resolve identified issues and support configuration baseline updates.
* Assist in the development of annual Operation and Maintenance (O&M) budget proposals.
* Ensure operational, maintenance, and training documentation is updated as systems evolve.
* Manage contractor support resources and service acceptance processes.
* Contribute to SLA reporting and the Change Management process.
* Assess manpower and O&M budget requirements.
* Provide project management support through development, delivery, and transition phases.
* Act as a deputy for senior staff as required.
* Perform additional duties as needed.
Required Qualifications and Experience:
* Bachelor’s degree in a relevant field with at least 3 years of related experience.
* Alternatively, a candidate without a degree may qualify with at least 10 years of progressive experience in relevant roles.
* ITIL Foundation and Intermediate Certifications in one or more of the following: Service Design/PPO, Service Transition/RCV, Service Operation/OSA, Service Strategy/SOA, or Continual Service Improvement.
* Strong background in IT services engineering, planning, operations, maintenance, and management.
* Proven experience as a line manager with demonstrated ability to motivate and mentor teams.
* Expertise in Configuration Management and Change Management processes and tools.
* Experience in contingency planning, budget planning/execution, and small-scale project management related to CIS services.
* Strong report writing and presentation skills.
Preferred Qualifications:
* ITIL Expert / Managing Professional certification.
* PRINCE2 Foundation or PMI PMP certification.
* MSP Foundation certification.
* Management of Risk (MoR) Foundation certification.
* Up-to-date knowledge of advancements in Information Technology.
* Proven track record as a technical team lead and service manager.
* Familiarity with military telecommunications and information systems (VLF to Satellite EHF).
* Membership in a recognized professional body or institution.
* Experience working in international environments with both military and civilian personnel.
* Understanding of NATO structures and responsibilities.