Senior Service Delivery Manager
Duties
- Coordinated Service Management & Service Delivery support of NIMSC Land & Air Business Unit- Allied Operations & Missions portfolio; for assigned Services / Missions / Projects & the support of Project Managers, utilizing NATO tools & systems (EBA, Service Now & SharePoint).
- Tracking, by using NCIA EBA & Service Now tool sets, financial status (OPEX & CAPEX) including ACQ progress (PR to PO) upon a daily basis, including Resource Management, Cost planning & Timeline planning within Service Now.
- Updating NIMSC SharePoint Portal upon a weekly basis with progress & recommendations.
- Delivering a monthly written project & financial Status & related expenditure budget Report; highlighting Problems, Issues, Trend & Analysis, Risks & recommended Solutions for assigned Services/ Missions & Projects.
- Reporting monthly to the NIMSC Land & Air Business Unit, Senior Service Delivery Manager, Allied Operations & Missions Team Lead, the financial status of all assigned Service / Mission & Project budgets within the NIMSC Land & Air Business Unit, Allied Operations & Missions portfolio.
- As part of the Continuous Improvement process, identify process bottlenecks & opportunities for End-to-End process improvements & process synergies.
- Tracking and Documenting upon a daily basis, any opportunities for Continuous Improvement & process synergies.
- Updating NIMSC SharePoint Portal upon a weekly basis with any opportunities for Continuous Improvement and process synergies & recommendations.
- Delivering a monthly written Continuous Improvement Report, detailing Opportunities for Continuous Improvement in Service Delivery & Mission Support; highlighting Problems, Issues, Trend & Analysis, Risks & recommended Solutions.
- Reporting monthly to the NIMSC Land & Air Business Unit, Senior Service Delivery Manager, Allied Operations & Missions Team Lead, opportunities for process improvements & synergies.
- Strategic partnerships & effective customer relationship management to be fostered & built within NCI Agency, other NATO entities, Commercial & Industry partners.
- Tracking & Documenting upon a daily basis, any Customer Engagements.
- Updating NIMSC SharePoint Portal upon a weekly basis, with any Customer Engagements Outcomes & recommendations.
- Delivering a monthly written Customer Engagement Report, detailing Customer Engagements & Outcomes; highlighting Problems, Issues, Trend & Analysis, Risks & recommended Solutions.
- Reporting monthly to the Land & Air Business Unit, Senior Service Delivery Manager, Allied Operations & Missions Team Lead, the status of all related supporting service, mission & project 5 year Obsolescence plans.
Requirement
- Shall have a proven record in Service Management, within the NATO and Commercial environments.
- Shall have a proven record in Customer Relationship Management, and ability to communicate effectively with NATO civilian staff, Military staff and Commercial Partner staff, at all levels.
- At least 3 years' prior NATO experience (in particular with NCI Agency).
- Shall have a thorough understanding of NCI Agency C2 structure and service lines/ centers.
- Shall have a Bachelor degree and Bachelor level education.
- Shall have a thorough understanding of ITIL ® methodology.
- Shall have a thorough understanding of Project Management methodology.
- Shall have a thorough understanding NCIA Service Now tool set.
- Shall have a thorough understanding NCIA EBA tool set.
- Shall have a thorough understanding NCIA ITSM tool set.
- Shall have a thorough understanding of NATO Allied Operations and Mission processes and procedures.
- Shall have a thorough understanding of NATO CIS processes and procedures.
- Shall have a thorough understanding of OLA and SLA processes and procedures.
- Shall have a thorough understanding of Risk Management techniques when applied in a commercial environment.
- Shall be conversant with Microsoft Office tool set.
- Shall have excellent communication, written and verbal in English.