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Service Delivery Manager


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#1 afotakel


    Cyber Defence

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Posted 15 September 2018 - 12:40 PM


Service Delivery Manager-180704
Primary Location  Belgium-Mons
NATO Body  NATO Communications and Information Agency (NCI Agency)
Schedule  Full-time
Salary (Pay Basis)  : 5,365.51Euro (EUR) Monthly
Grade A.2
3000 people are working 24/7 to protect nearly 1 billion citizens. We serve 29 nations by defending its networks, and providing real life support to NATO operations and missions. We connect the Alliance. We are leading IT professionals. We are the NCI Agency.
If you have strong experience in all Lifecycle aspects of Information Systems to achieve effective system development and deployment; if you can prove extensive experience with SharePoint and SQL Servers administration and troubleshooting; if you can demonstrate experience with virtualization software, we want to hear from you!
The NATO Communications and Information Agency (NCI Agency) is looking for a Service Delivery Manager to perform Day-to-day provision of various services offered by Core Enterprise Services (CES) Service Line, in accordance with the parameters defined in the SLA, according to the agreed service model.
Role responsibilities
The NCI Agency, NATO’s Information Technology arm, has been established with a vision to support the NATO nations in the fields of capability delivery and service provisioning related to Command, Control, Computers, Communication, Intelligence, Surveillance and Reconnaissance (C4ISR). 
This post is assigned to the CES, which is accountable for planning and executing the full lifecycle management activities (design, transition and operations) for the identified area of responsibility. CES provides generic, domain independent, technical functionality that enables and facilitates the operation and use of Information Technology resources. CES services (including: subject matter expertise; software engineering; acquisition; operations and maintenance; and, disposal) are provided in the following technical areas: communication and collaboration, web and information services, infrastructure storage and processing, infrastructure networking, composition and mediation, and managed desktop and end user device services. Services are provided throughout the lifecycle to both internal and external customers.
Under the direction of Section Head, you will be responsible to the Service Area Owner for software applications of assigned NATO information systems, and will perform duties such as the following:
  • Day-to-day provision of the nominated service, in accordance with the parameters defined in the SLA, according to the agreed service model;
  • Establishment and maintenance of the baseline for their service.  This shall include: detailed implementation instructions for all staff involved in the life cycle of the service, baseline technical definition of the service, configuration management of the service, etc.;
  • Planning and execution of transition of new / modified capability into service operations;
  • Transition of new or changed enhanced capabilities into service;
  • Advance coordination of all planned service outages, planned changes, or other service disruptions with the Ops Cen Duty Control Office;
  • Representing the SO in the CAB and other bodies as directed / delegated by the SO;
  • Analysis, design, implementation and maintenance of authorised software changes, related applications software and the integration/tailoring of vendor-supplied components, following established procedures for quality, configuration control, testing, documentation and security;
  • Proactive monitoring of the service in order to identify issues and take advance action to prevent issues becoming problems and where the situation warrants it providing expeditious support services (including technical help desk and emergency on-site assistance) to ensure key information systems remain operational;
  • Implementation of CSI, including the delivery of all efficiency and effectiveness targets for the service;
  • Monitoring of the incident process as it relates to their service, and performing the analysis, detailed problem diagnosis/ resolution, programming, testing, writing documentation and participating in reviews, walkthroughs and audits;
  • Transition of service changes into service operation;
  • Manning and supervision of 2nd level personnel in the Ops Centre appropriate to support the service;
  • Creation and maintenance of templates and other material, as well as the coaching and mentoring, needed by 1st level personnel in the CSD and CSU in order to enable them to perform all actions defined in the service delivery model as being 1st level.  This includes the enablement of sufficient analysis capability at 1st level in order that escalation of tickets to 2nd level can be directed to the appropriate SL;
  • Deputize for higher grade staff, if required;
  • Performs other duties as may be required.
Person specification
Qualifications required:
You possess a Master of Science (MSc) degree at a nationally recognised/certified University in a relevant discipline and at least 2 years post-related experience, or a Bachelor of Science (BSc) degree at a nationally recognised/certified University in a relevant discipline and at least 4 years post related experience. Exceptionally, the lack of a university/college 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 the duties related to the function of the post.
Experience required:
You will be required to demonstrate:
  • Experience in all Lifecycle aspects of Information Systems to achieve effective system development and deployment;
  • Proven capability of converting evolving operational requirements into Information Systems requirements;
  • Extensive knowledge of System Analysis principles to direct and guide Information Systems development;
  • Broad and sound technical knowledge and experience in distributed Information Systems as they are applied to the modern management information and Command and Control Information Systems;
  • Detailed knowledge of architectural design as applied to computer systems;
  • Broad and sound technical knowledge and experience in wide area networks and local area networks;
  • Excellent troubleshooting skills;
  • Detailed knowledge and extensive experience of Microsoft SharePoint Servers (2007/2010/2013) administration and troubleshooting;
  • Detailed knowledge and extensive experience of Microsoft SQL Servers (2005/2008/2012) administration and troubleshooting;
  • Practical experience in the maintenance and Design of SharePoint replication systems such as iOra Georeplicator;
  • Practical experience in the maintenance of SharePoint FAST search engine (pre and post Microsoft);
  • Detailed knowledge and working experience of Microsoft Windows Server Systems;
  • Detailed knowledge and working experience with Windows Workstation client Operating Systems;
  • Knowledge and working experience of Active Directory, DNS, Group Policy Objects;
  • Practical experience with remote troubleshooting and problem resolution in a secured network environment;
  • Practical experience with virtualization software such as VMWare and Hyper-V.
    It will be considered as assets if you can prove:
  • Practical experience in the implementation of Windows operating systems in a LAN/WAN environment.
  • Experience in computer security and information security.
  • Knowledge of the operating systems and application development environments.
  • Practical experience of wide area networks and their associated protocols
  • Practical experience in the supporting WAN-based systems.
  • Practical experience in the use of modern concepts for project management, configuration management, quality assurance and testing.
  • Prior experience of working in an international environment comprising both military and civilian elements.
  • Knowledge of NATO responsibilities and organization, including ACO and ACT.
    Competencies Required
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;
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.
Relating and Networking - Easily establishes good relationships with customers and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humour appropriately to bring warmth to relationships with others;
Adhering to Principles and Values - Upholds ethics and values; demonstrates integrity; promotes and defends equal opportunities, builds diverse teams; encourages organisational and individual responsibility towards the community and the environment.
Language skills:
A thorough knowledge of one of the two NATO languages, both written and spoken, is essential and some knowledge of the other is desirable.
NOTE: Most of the work of the NCI Agency is conducted in the English language.
Business travel to NATO and national (NATO and non-NATO) facilities as well as travel between NCI Agency locations. You may be required to undertake duty travel to operational theatres inside and/or 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.
  • Ample annual leave and home leave (if eligible).
  • Retirement pension plan scheme with generous employer contributions.
  • Yearly training opportunities for scientific staff to remain current.
  • Flexible working hours, with opportunities to telework, in support of work life balance.
  • An opportunity to make a difference and work in a team of world class experts.
To learn more about the NCI Agency and our work, please visit our website.
The NCI Agency normally offers contracts of employment of a definite duration, not exceeding three years. Contracts may be for less than three years as required to support short-term projects, meet uncertainty with respect to the business outlook, staff performance and other factors.
Definite duration contracts may be extended for further periods. When extending contracts, the following is taken into consideration:
  • Renewal is in the interest of the Agency.
  • Staff member's desire to remain with the Agency.
  • The financial situation provides sufficient funding for the post held.
  • The skills, competencies and behaviours, potential and work experience of the staff, versus the requirements of the Agency's work and/or availability of funding.
  • Staff member has served the Agency with performance to the required standard as defined by the Agency,
  • Staff member's deployability to operational theatre.
Serving civilian members of NATO will be offered a contract in accordance with the NATO Civilian Personnel Regulations.
The first six months of a definite duration contract are a probationary period. During this period the staff member's work is assessed to ensure that he/she has the ability to carry out the duties of the post. At or before the end of the probationary period, the staff member will be notified in writing that the appointment is confirmed or terminated or, in exceptional cases, that the probationary period is extended.
Please note: due to the NCI 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.


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