Service Delivery Manager-150303

[afotakel]

Application Deadline: 26-Aug-2015  

https://nato.taleo.net/careersection/1/jobdetail.ftl

Service Delivery Manager-150303

 

Primary LocationBelgium-Mons

 

Organizational Element INFRASTRUCTURE SERVICES DIRECTORATE

Schedule Full-time

 

Salary (Pay Basis) : 6,153.80Euro (EUR) Monthly

Grade A.3

 

 

Description

:  

Do you have relevant experience in acting as primary Point of Contact to the customer for day-to-day Service Delivery matters? Are you familiar with on-going business alignment and strategic collaboration? Do you have excellent communication and negotiation skills? If the answer is yes, this job is for you!

 

NATO Communications and Information Agency (NCI Agency) is looking for a Service Delivery Manager capable to focus on the execution of services agreed between NCI Agency and the customer, through the management of either internal NCI Agency or contracted service providers.

 

Role responsibilities

 

This is a position within the NATO Communications and Information Agency (NCI Agency), an organization of the North Atlantic Treaty Organization (NATO). 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.

 

More precisely, this is a position within the “Service Management and Control” Service Line (SMC SL), within the Directorate of Infrastructure Services. 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.

 

Within SMC SL, the Service Delivery Management Branch (SDM Branch) is responsible for the improvement of Quality of Service Delivery, by orchestrating the delivery teams (Service Lines Owners) in order to achieve customer expectations. SDM Branch works in close cooperation with Demand Management, (in particular with Global Account Management) and focusses on the execution of services agreed between NCI Agency and the customer, through the management of either internal NCI Agency or contracted service providers. SDM performs proactive customer reviews in cooperation with Demand Management and the Service Owners.

 

Under the direction of the Service Delivery Management (SDM) Branch Head, you will perform the following duties:

• Meeting with the Service Lines (SLs) Points of Contact (PoC) and customer on a regular basis to review updates on SLA performance, cost and measurement based on service delivery controls and targets achievement as agreed in the Delivery Plan, acting as orchestrator of Service Delivery to the Customer.
• Working with the Global Account Management team and customer to resolve customer complaints and/or escalations as needed and with the Customer Relationship Management team to help improve customer relationships.
• Acting as single point of contact between the SLA owner and the relevant SLs within the scope of services of the given SLA for any issue relevant to Service Delivery.
• Assuring that SLs and SLs Components are designed and delivered to meet their availability targets.
• In close cooperation with Continual Service Improvement & Reporting (CSI&R), is responsible to proactively monitor and report on service delivery progress and escalation to the SLs, the NCI Agency Executive Management (EM) and the Customer.
• Advising Demand Management in accelerating opportunities forward through a deep service delivery trend analysis.
• Overall coordination to bring services in operation through a smooth transition.
• Service Problems, escalations and complaints (SLA breaches) coordination.
• Driving resolution where SLs are experiencing productivity issues.
• Building connections between the outputs of one SMC process and the inputs to another in order to continually improve delivery execution.
• Proactively managing business controls and bridging gaps between Service Lines teams and drive rapid recovery during incidents.
• Providing input of service performance status to Demand Management and the customer on regular basis and/or per request, including Root Cause Analysis (RCA) and Service Improvement Plans (SIP).
• Leading weekly/monthly status meetings with SLs, Demand Management and the Customer.
• Responsible for the implementation of the SMC model in the given SLA/PoW as agreed with the customer.
• SLA targets, handling incidents in coordination with Process Managers, SL resolver groups.
• Managing cost and financial aspects related to service delivery within the scope of the SLA.
• Working with Project Managers to transition services according to the approved process.
• Responsible for approving (within the Transition Planning and Support process) when a service is fully transitioned and ready to production.

 

You may be required to perform a similar range of duties elsewhere within the organization at the same grade without there being any change to the contract.

 

Person specification

 

Qualifications required:

 

You will have a university degree in a relevant scientific or engineering discipline equivalent to a Bachelor’s. Exceptionally, the lack of a Bachelor’s degree may be compensated by a lower academic qualification combined with the demonstration of particular abilities or experience of relevance to this post.

 

You must hold ITIL v3 certification, at least Foundation level.

 

Experience required:

 

In addition to at least 5 years relevant experience, you will be required to prove:

• Relevant skillset and knowledge of customer environment;
• Sound knowledge of Service Design, Transition and Operation processes with proved experience on one of these processes;
• Sound knowledge, or experience, on Projects/Programmes/Services management best practices from a lifecycle approach;
• Experience in resource management, including the planning for and allocation of resources in organizations;
• Proven ability to effectively communicate orally and in writing, with good briefing skills;
• Knowledge of IT service management (such as ITIL);
• Advanced organizational skills and analytical approach to problem solving;
• Knowledge of NATO responsibilities and organization, including ACO and ACT.

 

Competencies required:

Deciding and Initiating Action - Takes responsibility for actions, projects and people; takes initiative and works under own direction; initiates and generates activity and introduces changes into work processes; makes quick, clear decisions which may include tough choices or considered risks.

Leading and Supervising - Provides others with a clear direction; motivates and empowers others; recruits staff of a high calibre; provides staff with development opportunities and coaching; sets appropriate standards of behaviour.

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.

Presenting and Communicating - Information Speaks fluently; expresses opinions, information and key points of an argument clearly; makes presentations and undertakes public speaking with skill and confidence; responds quickly to the needs of an audience and to their reactions and feedback; projects credibility.

Writing and Reporting - Writes convincingly; writes clearly, succinctly and correctly; avoids the unnecessary use of jargon or complicated language; writes in a well-structured and logical way; structures information to meet the needs and understanding of the intended audience.

Formulating Strategies and Concepts - Works strategically to realise organisational goals; sets and develops strategies; identifies, develops positive and compelling visions of the organisation’s future potential; takes account of a wide range of issues across, and related to, the organisation.

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.

Adapting and Responding to Change - Adapts to changing circumstances; tolerates ambiguity; accepts new ideas and change initiatives; adapts interpersonal style to suit different people or situations; shows an interest in new experiences.

Entrepreneurial and Commercial Thinking - Keeps up to date with competitor information and market trends; identifies business opportunities for the organisation; maintains awareness of developments in the organisational structure and politics; demonstrates financial awareness; controls costs and thinks in terms of profit, loss and added value.

 

Language skills:

A thorough knowledge of English, both written and spoken, is essential and some knowledge of the other NATO official language 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.