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.

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 Work Goals and Objectives - Accepts and tackles demanding goals with enthusiasm; works hard and puts in longer hours when it is necessary; seeks progression to roles of increased responsibility and influence; identifies own development needs and makes use of developmental or training opportunities