RFQ C004162 Senior Digital Collaboration Engineer

Duties:

• Organize the work for the Audio Visual team in order to deliver the Audio Visual service in accordance with customer service agreements (SLA, SSP, etc.) across the customer and NATO AoR (including missions and exercises), ensuring the expected level of quality, security and support;
• Plan, lead and monitor the implementation of the outsourcing and continuous service improvement initiatives,
• Lead and monitor the Service Request, Incident, Change and Problem Management for the Audio Visual service adhering to ITIL best practices
• Participate in projects by representing and proving governance, guidance and mentorship on the Audio Visual Service component of the project, as required, to enable successful execution and to enhance and improve the existing infrastructure and services.
• Accountable for the creation and maintenance of technical documentation (configuration baselines, standard operating procedures, network diagrams, etc.) used for continuous service improvement and service execution.
• Interact with customer representatives to receive feedback, capture requirements and help in articulating solutions in customer request processes for their AV needs.
• Manage the design and deployment of complex Audio Visual solutions across the different NATO networks.
• Communicate vision, mission, requests, tasks clearly to the team members to ensure effective and efficient execution
• Perform team management tasks like performance review, time management and resource management
• Represent the team and communicate the team needs to the SAO, while also cascading the duties coming from the SAO and higher chain of command.
• Mentor and guide the team members, while maintaining a good team morale, by equally and fairly distributing the workload and promoting a safe and trusted environment
• Perform team management tasks like performance review, time management and resource management
• Deputize for higher-grade staff, if required.
• Perform other duties as may be required.

Requirements:

• A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 3 years post-related experience. Or exceptionally, the lack of a university 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 duties related to the function of the post.ost.
• Experience in incident, change and problem management methodologies.
• Experience in service level management and continuous service improvement.
• Experience in in Service Catalogue development and improvement.
• Excellent customer relationship management abilities.
• Excellent analytical and listening skills to capture requirements and identify problems and risks.
• Excellent communication skills to be able to explain complex topics to different audience types.
• Proven experience as a people manager in a technology support or technical project delivery environment.
• Extensive experience as line manager and provide evidence of having the ability of being a motivator and mentor.
• Minimum 3 years of experience managing vendors and vendor contracts.
• Proven experience in managing the processes resulting in the architecture, design and deployment of complex Audio Visual solutions for all types of AV rooms including video walls, large meeting rooms, boardrooms, and video conferencing rooms.
• Familiarity with AV solutions from main vendors like Crestron, Extron, AMX and Televic.
• Familiarity with AV protocols and networking like Dante.

Desirables:

• Ability to navigate, influence and negotiate with all levels of the organization, business partners, customers and users.
• Strong communication skills and the ability to be concise in both written and verbal communications.
• Experience in programming AMX, Crestron and/or Extron control systems.
• In-depth knowledge of business application technologies platforms, and IT service management best practices.
• Prior experience of working in an international environment comprising both military and civilian elements.
• Knowledge of NATO responsibilities and organization, including Allied Command Operations and Allied Command Transformation.
• Knowledge of NATO or national governmental acquisition policy and procurement procedures.
• ITILv4 Foundation Certification.
• Prince2 Foundation Certification.