Bergen

Service Delivery Manager-190549

Primary Location Belgium-Mons

NATO Body NATO Communications and Information Agency (NCI Agency)

Schedule Full-time

Salary (Pay Basis) : 6,746.10Euro (EUR) Monthly

Grade A.3

Description:

NATO offers you more than a job. It gives you a mission: building peace and security for one billion people in Europe and North America. The NATO Communications & Information Agency is leading NATO’s Digital Endeavour. We are NATO’s technology and cyber leaders, helping NATO Nations to communicate and work together in smarter ways. Our work is challenging and meaningful, and you will develop and apply your expertise as part of a dynamic international team of civilian and military professionals. Come and be part of the most successful alliance in history.

NATO Communications and Information Agency (NCI Agency) is looking for a Service Delivery Manager capable to focus on the execution of services agreed between NCI Agency and the customer, through the management of either internal NCI Agency or contracted service providers.

Therefore if you have relevant experience in acting as primary Point of Contact to the customer for day-to-day Service Delivery matters. If you are familiar with on-going business alignment and strategic collaboration, and have excellent communication and negotiation skills; this position would be ideal for you.

Role Responsibilities

This is a position within the NATO Communications and Information Agency (NCI Agency), an organization of the North Atlantic Treaty Organization (NATO).

Service Management and Control (SMC) Service Line is accountable to the DIS for planning and executing the full life-cycle management activities (design, transition and operations) for the identified area of responsibility

the Service Delivery Management Branch (SDM Branch) is responsible for the improvement of Quality of Service Delivery, by orchestrating the delivery teams (Service Lines Owners) in order to achieve customer expectations.

Under the direction of the Branch Head, Change and Configuration Authority, you will perform duties such as the following:

• Leading process improvement and work flow optimisation in Service Level Management Process;
• Undertake control, review and audit of service provision;
• Participation in the negotiation, implementation and monitoring of Service Level Agreements (SLAs) and ongoing day to day execution of operational activities to provide agreed levels of service;
• Meeting with the Service Lines (SLs) Points of Contact (PoC) and customer on a regular basis to review updates on SLA performance, cost and measurement based on service delivery controls and targets achievement as agreed in the Delivery Plan, acting as orchestrator of Service Delivery to the Customer;
• Responsible to proactively monitor and report on service delivery progress and escalation to the SLs, the NCI Agency Executive Management (EM) and the Customer;
• Advising Account Management in accelerating opportunities forward through a deep service delivery trend analysis;
• Design, drafting and presentation of Management Information reports;
• Building connections between the outputs of one SMC process and the inputs to another in order to continually improve delivery execution;
• Proactively managing business controls and bridging gaps between Service Lines teams and drive rapid recovery during incidents;
• Responsible for the implementation of the SMC model in the given SLA/PoW as agreed with the Customer;
• Deputize for higher grade staff, if required;
• Performs other duties as may be required.

Person Specification

Qualifications Required

You will have a university degree in a relevant scientific or engineering discipline equivalent to a Bachelor’s. Exceptionally, the lack of a Bachelor’s degree may be compensated by a lower academic qualification combined with the demonstration of particular abilities or experience of relevance to this post.

You must hold ITIL v3 certification, at least Foundation level as well as qualifications in Project Management preferably Prince 2.

Experience required:

In addition to at least 5 years relevant experience, you will be required to prove:

• Sound knowledge of Service Design, Transition and Operation processes with proved experience on one of these processes;

• Sound knowledge, or experience, on Projects/ Programmes/ Services management best practices from a lifecycle approach;

• Relevant skillset and knowledge of customer environment;

• Demonstrated experience in developing and support of change management;

• Recent experience of release and deployment services;

• Experience in asset configuration management;

• Experience in resource management, including the planning for and allocation of resources in organizations;

Further it would be considered highly desirable if you are able to display any experience or knowledge of:

• Service Level Agreements, Operational Level Agreements and Underpinning Contracts;

• Working in an international environment comprising both military and civilian elements;

• NATO responsibilities and organization, including ACO and ACT.
  

Competencies Required

• 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.

• Working with People - Shows respect for the views and contributions of other team members; shows empathy; listens, supports and cares for others; consults others and shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well.

• Planning and Organising - Sets clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organises resources needed to accomplish tasks; manages time effectively; monitors performance against deadlines and milestones.

• 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.

• Persuading and Influencing - Gains clear agreement and commitment from others by persuading, convincing and negotiating; makes effective use of political processes to influence and persuade others; promotes ideas on behalf of oneself or others; makes a strong personal impact on others; takes care to manage one’s impression on others.

• Coping with Pressures and Setbacks - Maintains a positive outlook at work; works productively in a pressurised environment; keeps emotions under control during difficult situations; handles criticism well and learns from it; balances the demands of a work life and a personal life.

Language Skills

Most of the work of the NCI Agency is conducted in the English language, and therefore a thorough knowledge of English, both written and spoken, is essential and some knowledge of French is desirable.

Travel

Business travel to NATO and national (NATO and non-NATO) facilities as well as frequent travel between the NCI Agency offices.

May be required to undertake duty travel to operational theatres inside and outside NATO boundaries.

What do we offer?

• Excellent tax-free salary, including (where eligible) expatriation household and children's allowances and additional privileges for expatriate staff.
• Education allowance for children (where appropriate) and an excellent private health insurance scheme.
• Generous annual leave and home leave (if eligible).
• Retirement Pension Plan.

To learn more about NCI Agency and our work, please visit our website.

Please note that due to the Agency’s transition into a new structure in the near future, this post may be subject to transfer to one of our other locations, as well as to a change of reporting lines. The final decision will be made at the time of a firm offer.

The Agency’s recruitment team advises you that due to the large volume of applications it receives the screening process may take up to 2 months after closing date. We appreciate your patience.