Service Delivery Man....
Service Delivery Manager - Voice and VTC
Posted on :
05-12-2023
Employer Active
1 Vacancy
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Jobs by Experience
5years
Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
05-12-2023
Job Description
Req ID : 2383942
Service Delivery Manager Voice and VTC
- Working Location: Braine LAlleud Belgium
- Security Clearance: NATO Secret
- Language: High proficiency level in English language
EXPERIENCE AND EDUCATION:
Essential Qualifications/Experience:
A minimum requirement of a Bachelors degree at a nationally recognised/certified University in a related discipline and 3 years postrelated experience
Or exceptionally the lack of a university degree may be compensated by the demonstration of a candidates 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
Indepth 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
Experience in performing main aspects of project management functions including: the definition of requirements project and funding authorization acquisition testing acceptance fielding supporting training schedule management integrated project reviews
Extensive experience as line manager and provide evidence of having the ability of being a motivator and mentor
Very good resource management skills (people budgets)
Working knowledge of Audio and Video based real time communications systems
DUTIES/ROLE:
Represent the service on behalf of SAO/SO where required
Deliver Voice and VTC services in accordance with customer service agreements (SLA SSP etc.) across the customer and NATO AoR (including missions and exercises) ensuring the expected quality level of security and cost to customers
Lead planning performance monitoring and execution activities for service delivery with focus on financials service quality customer satisfaction continuous service improvement and resource management
Coordination with enabling and/or supporting Organizational Units and services for the allocation of capacity needed to deliver of the service (e.g. touch labor at CSUs change management IV&V quality insurance instructors and other SMEs from other SLs etc.)
Lead business planning and execution for Voice and VTC services
Support the SAO in resource management ensuring planning and execution within the allocated service budget
Effective and efficient communication regarding his/her services with the customer through the existing channels and customer relationship processes. Tracks service metrics under the governance of Service Management and Control in order to maintain the agreed value to customer
Develop and maintain service related documents (e.g. Service Delivery Plans and service definitions in the service catalogue)
Scheduling resources to support the service lifecycle processes (including Service Design Service Transition Service Operations and Continuous Service Improvement) in accordance with Agency policy and procedures
Manage new business intake requests coming from customers in coordination with technical leads and project managers
Work closely with the project managers across agency Business Areas to ensure the customer is provided with a seamless transition into service
Manage support contracts with industry
Serves as liaison across all Agency functional elements required to enable the service provision
Manage projects typically (but not exclusively) involving the development and implementation of business processes to meet identified business needs acquiring and utilizing the necessary resources and skills within agreed parameters of cost timescales scope and quality
Or exceptionally the lack of a university degree may be compensated by the demonstration of a candidates 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
Indepth 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
Experience in performing main aspects of project management functions including: the definition of requirements project and funding authorization acquisition testing acceptance fielding supporting training schedule management integrated project reviews
Extensive experience as line manager and provide evidence of having the ability of being a motivator and mentor
Very good resource management skills (people budgets)
Working knowledge of Audio and Video based real time communications systems
DUTIES/ROLE:
Represent the service on behalf of SAO/SO where required
Deliver Voice and VTC services in accordance with customer service agreements (SLA SSP etc.) across the customer and NATO AoR (including missions and exercises) ensuring the expected quality level of security and cost to customers
Lead planning performance monitoring and execution activities for service delivery with focus on financials service quality customer satisfaction continuous service improvement and resource management
Coordination with enabling and/or supporting Organizational Units and services for the allocation of capacity needed to deliver of the service (e.g. touch labor at CSUs change management IV&V quality insurance instructors and other SMEs from other SLs etc.)
Lead business planning and execution for Voice and VTC services
Support the SAO in resource management ensuring planning and execution within the allocated service budget
Effective and efficient communication regarding his/her services with the customer through the existing channels and customer relationship processes. Tracks service metrics under the governance of Service Management and Control in order to maintain the agreed value to customer
Develop and maintain service related documents (e.g. Service Delivery Plans and service definitions in the service catalogue)
Scheduling resources to support the service lifecycle processes (including Service Design Service Transition Service Operations and Continuous Service Improvement) in accordance with Agency policy and procedures
Manage new business intake requests coming from customers in coordination with technical leads and project managers
Work closely with the project managers across agency Business Areas to ensure the customer is provided with a seamless transition into service
Manage support contracts with industry
Serves as liaison across all Agency functional elements required to enable the service provision
Manage projects typically (but not exclusively) involving the development and implementation of business processes to meet identified business needs acquiring and utilizing the necessary resources and skills within agreed parameters of cost timescales scope and quality
Employment Type
Full Time
Key Skills
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