IT Change Manager

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https://nato.taleo.net/careersection/2/jobsearch.ftl?lang=en

 

Job Number: 150198 -

Belgium-Mons

 

Application Deadline: 12-Jun-2015, 11:59:00 PM

 

 

Description

:

Can you prove recent and relevant experience in the usage of configuration management tools? Are you familiar with ITIL change and configuration management best practices? Do you have a customer oriented attitude? If the answer is yes, this position is perfect for you!

 

NATO Communications and Information Agency (NCI Agency) is looking for an IT Change Manager within the Service Management and Control Service Line (SMC SL), Directorate of Infrastructure capable to coordinate IT Changes across organisational entities, Service Lines and other relevant actors and to ensure that the IT Change Management Process/Directive is followed accordingly.

 

Role responsibilities:

 

The NCI Agency has been established with a view to meeting to the best advantage the collective requirements of some or all NATO nations in the fields of capability delivery and service provision related to Consultation, Command & Control as well as Communications, Information and Cyber Defence functions, thereby also facilitating the integration of Intelligence, Surveillance, Reconnaissance, Target Acquisition functions and their associated information exchange.

 

SMC SL covers the full life-cycle support (strategy, design, transition, operation and continuous service improvement, including Subject Matter Expertise) for Service Delivery. It owns the people, processes and tools pertaining to: Service Support Management, Service Delivery Management and Continual Service Improvement components for Service Delivery. It offers internal services to all of the other SLs and external services to the customer.

SMC SL orchestrates Service Lines across the NCI Agency to achieve Service Delivery customer expectations within the terms and conditions of a given SLA, acting as primary Point of Contact to the customer for day-to-day Service Delivery matters. Within SMC SL, the Service Support Processes Branch (SSP Branch)/Release and Deployment Management Section, leads activities across Service Delivery, aiming at achieving customer confidence that NCI Agency uses standard and efficient Service Delivery processes.

 

Under the direction of the SSP Branch Head/IT Change Management Section, you will perform duties such as the following:

• Coordinates IT Changes across organisational entities, Service Lines and other relevant actors ensuring that the IT Change Management Process/Directive is followed to the letter;
• Provides support to the Service Delivery Managers on how to coordinate and communicate IT Changes and to the System Managers on how to plan the changes according to the given process or procedure;
• Ensures that the IT Change Management processes is in place, updated and fit for purpose, ensuring that the relevant metrics are implemented and contribute to measurement and reporting on satisfactory service performance;
• Enforces process and standards, and work to improve the process;
• Collects data related to the relevant KPIs to contribute to satisfactory Service Delivery performance;
• Assures there is a solid link with other Service Transition processes, such as IT Release and Deployment Management and Service Asset and Configuration Management;
• Provides guidance on Service Outages plan and communication to the Service Delivery Manager;
• Reviews the IT Change Management plans and ensures its adherence to standards;
• Participates in the Change Advisory Board to review and approve changes across the organization, along with other IT Change Managers;
• Receives, logs and allocates a priority to all requests for changes that arrive;
• Reviews Request for Changes (RFCs) for the Change Advisory Board (CAB) meeting, and ensures that all requests for changes are circulated to Change Advisory Board members in advance to allow prior consideration;
• In cooperation with the Chair of the CAB, decides which CAB members will come to the CAB meetings, who gets specific RFCs depending on the nature of the RFC;
• Establishes priorities on urgent CAB meetings for all urgent RFCs, in cooperation with the Chair of the CAB;
• Chairs CAB meetings in absence of the CAB Chair as necessary;
• Any other necessary related activities to accomplish the Organization’s requirements.

 

Person specification

Qualifications required:

 

You will hold a university degree in information systems engineering, information technology or related discipline. A formal post-secondary training in IT will be considered as an asset.

 

Experience required:

 

In addition to the minimum of 2 years function related experience, you will be required to demonstrate:

• Experience in Configuration Management, Configuration Control and Status Accounting;
• Practical experience in the usage of configuration management tools;
• Experience with ITIL change and configuration management best practices;
• Experience leading meetings and committees;
• Knowledge of Quality Management principles;
• Experience in the operation of Change Advisory Boards (CAB).

 

We would consider it as an asset, if you can demonstrate experience in applying QA and IV&V procedures.

 

Competencies required:

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.

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.

Analysing - Analyses numerical data and all other sources of information, to break them into component parts, patterns and relationships; probes for further information or greater understanding of a problem; makes rational judgements from the available information and analysis; demonstrates an understanding of how one issue may be a part of a much larger system.

 

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.

 

Travel:

Business travel to NATO and national (NATO and non-NATO) facilities as well as travel between NCI Agency locations. 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: 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.