C003856 Service Delivery Manager (NaaS) (NS) - TUE 17 Dec

Deadline Date: Tuesday 17 December 2024

Requirement: Service Delivery Manager (NaaS)

Location: Braine-l’Alleud, BE

Full Time On-Site: Yes

Time On-Site: 100%

Total Scope of the request (hours): 418

Required Start Date: 10 February 2025

End Contract Date: 31 December 2025

Required Security Clearance: NATO SECRET

Duties and Role:  

The Service Delivery Manager (SDM) is responsible for the day-to-day operations of the services and ensures the smooth delivery of IT services to customers and end-users.

He/she ensures that service level agreements are met, and that customer satisfaction is maintained, and leads the resolution efforts for all incidents and disruptions and communicates with stakeholders in full collaboration with the Enterprise Service Operations Centre.

He/she monitors service performance, tracks key performance indicators (KPIs), and identifies areas for enhancement.

He/she is responsible for continuous improvement, drives the optimization of service processes enhancing the overall customer experience.

Service Delivery Manager acts as the bridge between operational teams, customers, and other stakeholders, ensuring services meet or exceed expectations.

Duties and Responsibilities:

Consultancy

• Takes responsibility for elements of a larger consulting engagement.

• Collaborates with clients as part of formal or informal consultancy engagements.

• Understands client requirements by collecting data and delivering analysis.

• Works collaboratively to develop and implement solutions.

• Seeks to address client needs within the defined scope of responsibility.

• Ensures that proposed solutions are properly understood and appropriately exploited.

Project management

• Defines, documents and executes small projects or sub-projects.

• Works alone or with a small team actively participating in all phases of the project.

• Applies appropriate project management methods and tools.

• Identifies, assesses and manages risks effectively.

• Agrees project approach with stakeholders and prepares realistic project plans (including scope, schedule, quality, risk and communication plans).

• Tracks activities against the project schedule, managing stakeholder involvement as appropriate.

• Monitors costs, times, quality and resources used takes action where these exceed agreed tolerances.

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.

Requirements

Skill, Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• Proven 3 years experience as a Service Delivery Manager, IT Service Manager, or similar role, specifically in managing business application services.
• In-depth knowledge of business application technologies, platforms, and IT service management best practices.
• Proficiency in incident and problem management methodologies.
• Experience in service level management and continuous service improvement.
• Familiarity with ITIL or other IT service management frameworks.
• Proven experience in managing vendor relationships.
• Excellent communication, negotiation, and customer relationship management abilities.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Proven experience as a people manager in a technology support or technical project delivery environment;
• Minimum 3 years managing vendors and vendor contracts;
• ITIL v4 Foundation

Desirable Education, Experience and Training:

• Expert knowledge in Service Catalogue development and improvement;
• Expert knowledge Service Level Management;
• Expert knowledge of people management practices and principles;
• Knowledge of NATO or national governmental acquisition policy and procurement procedures;
• Prior experience of working in an international environment comprising both military and civilian elements;
• Knowledge of NATO responsibilities and organization, including Allied Command Operations and Allied Command Transformation.