AISB-401 Senior Service Manager

Security Clearance: NATO Secret

Position Overview:

We are seeking a highly skilled and motivated Senior Service Manager to join our team. The successful candidate will perform duties pertaining to the delivery of CIS services as detailed in the Service Level Agreements (SLAs) between the service provider and the customer.

Key Responsibilities:

• Manage the Deployable CIS infrastructure as a service and ensure system readiness at the level specified in the SLA.
• Ensure the availability and quality of engineering support delivered to the customer through close coordination with service lines and support centers.
• Conduct periodic risk assessments to anticipate and deal with obsolescence and initiate new projects under the NATO Security and Investment Programme (NSIP) when required.
• Manage Change Management plans to overcome identified problems and manage the uplift of the configuration baseline to meet evolving operational requirements.
• Support the development of the annual Operation and Maintenance budget submission.
• Contribute to and support the system documentation for operation, maintenance, and training in accordance with system evolution.
• Manage contractor support resources and acceptance of services from contractors.
• Provide input for the Quarterly SLA report and recommendations to the SLA Change management process.
• Assess manpower and O&M budget requirements.
• Provide support to project managers through the project development, delivery, and transition into service phases.
• Deputize for higher-grade staff if required.
• Perform other duties as may be required.

Qualifications:

Education:

• Bachelor's degree from a nationally recognized/certified university in a related discipline and 3 years of post-related experience.
• Alternatively, at least 10 years of extensive and progressive expertise in duties related to the function of the post may compensate for the lack of a university degree.

Experience:

• ITIL Foundation and Intermediate Certifications in Service Design/PPO, Service Transition/RCV, Service Operation/OSA, Service Strategy/SOA, or Continual Service Improvement.
• Sound experience in IT services engineering, planning, operations, maintenance, and management.
• Demonstrable experience as a line manager with the ability to motivate and mentor.
• Experience in Configuration Management and Change Management processes and tools.
• Significant business and managerial skills, including contingency planning and implementation, budget planning, preparation, and execution.
• Experience managing small-scale projects for the implementation of CIS services related to network monitoring and network performance management services.
• Proven ability to manage, lead, and mentor a team.
• Experience in report writing and presentation skills.

Desirable Experience and Education:

• ITIL Expert / Managing Professional
• PRINCE 2 Foundation level or PMI PMP
• MSP Foundation
• Management of Risk Foundation
• Evidence of maintaining knowledge of advances in Information Technology
• Proven success as an operational, technical team lead and service manager
• Familiarity with military telecommunications and information systems (VLF to Satellite EHF)
• Member of a recognized professional body or institution
• Prior experience working in an international environment comprising both military and civilian elements
• Knowledge of NATO responsibilities and organization, including Allied Command Operations (ACO) and Allied Command Transformation (ACT)

Working Conditions:

• Normal office environment and field conditions during exercise/operational support.
• Possible travel once or twice per month to other sites within Belgium.