Head of Service Delivery Support Section
- Working Location: Mons, Belgium
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- Security Clearance : NATO Secret
- Language: High proficiency level in English language
EXPERIENCE AND EDUCATION:
Essential Qualifications/Experience:
· A minimum requirement of a Bachelor's degree at a nationally recognized/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
· ITIL Intermediate certification (or equivalent) and practical experience working in an ITIL Service Operations environment
· Ability to communicate effectively orally and in writing, with advanced briefing skills, translating technical terms and concepts into business language for clear communication with non-technical stakeholders
· A broad understanding of all lifecycle aspects of IT Systems with particular emphasis on Service Transition and Service Operation
· Evidenced Information & Communication Technologies (ICT) experience at a senior management level, preferably in the government defence sector, or a national public administration, or private defence sector
· Proven experience on using IT Service Management tools and ticketing systems (ie BMC Remedy, ServiceNow etc.)
· Proven management experience of teams larger than 10 people
· A thorough knowledge of one of the two NATO languages, both written and spoken, is essential and some knowledge of the other is desirable
Desirable Qualifications/Experience:
· Knowledge and experience in business management processes, procedures, and tools, including risk management and stakeholder management
· Project Management certification such as Prince 2 (or similar)
· ISO/IEC 20000 foundation or practitioner certificate
· Prior experience of working in an international environment comprising both military and civilian elements
· Knowledge of NATO responsibilities and organization, including ACO and ACT
DUTIES/ROLE:
· Leading a cross-functional team to enable and support the optimal performance of ESOC service delivery
· Resourcing of all functional areas, giving emphasis on tasks prioritization and creating efficiencies
· Collaborating closely with Operations and Service Delivery Managers to ensure seamless operation and maintenance is available, documented and resourced to support live services
· Establishing and maintaining operational methods and procedures, performing regular reviews for quality, consistency, effectiveness, efficiency
· Identifying, assessing, and mitigating risks, ensuring that necessary measures are in place to safeguard against potential disruptions
· Contributing to and supporting operational governance and standardization of Service Management Toolsets and driving optimization opportunities to support the ESOC processes and procedures
· Staying up to date with new developments in the assigned functional areas, and skillfully exploit ideas and best practices drawn from across the Agency
· Mentoring and coaching team members, identifying professional and personal growth opportunities, to ensure skilled, engaged and motivated workforce
· Participating in Service Level Agreement establishments and negotiations with internal stakeholders and customers
· Ensuring the Service Level targets are realistic, achievable and balanced between customer requirements and existing capacity
· Identifying and analysing requirements, defining specifications and supporting the design and implementation of operational processes
· Managing and coordinating process coherence across internal and external stakeholders
· Collaborating with business partners to support the development, management and review of policies, directives and guidelines for IT operational processes
· Defining Critical Success Factors and Key Performance Indicators to measure the quality and performance of the ESOC service delivery
· Managing the preparation and maintenance of internal reports and analysing the performance reporting of ESOC service, providing feedback for service improvements and lessons learned
· Deputizing for higher grade staff as directed
· Performing any other related duties as may be required
· 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
· ITIL Intermediate certification (or equivalent) and practical experience working in an ITIL Service Operations environment
· Ability to communicate effectively orally and in writing, with advanced briefing skills, translating technical terms and concepts into business language for clear communication with non-technical stakeholders
· A broad understanding of all lifecycle aspects of IT Systems with particular emphasis on Service Transition and Service Operation
· Evidenced Information & Communication Technologies (ICT) experience at a senior management level, preferably in the government defence sector, or a national public administration, or private defence sector
· Proven experience on using IT Service Management tools and ticketing systems (ie BMC Remedy, ServiceNow etc.)
· Proven management experience of teams larger than 10 people
· A thorough knowledge of one of the two NATO languages, both written and spoken, is essential and some knowledge of the other is desirable
Desirable Qualifications/Experience:
· Knowledge and experience in business management processes, procedures, and tools, including risk management and stakeholder management
· Project Management certification such as Prince 2 (or similar)
· ISO/IEC 20000 foundation or practitioner certificate
· Prior experience of working in an international environment comprising both military and civilian elements
· Knowledge of NATO responsibilities and organization, including ACO and ACT
DUTIES/ROLE:
· Leading a cross-functional team to enable and support the optimal performance of ESOC service delivery
· Resourcing of all functional areas, giving emphasis on tasks prioritization and creating efficiencies
· Collaborating closely with Operations and Service Delivery Managers to ensure seamless operation and maintenance is available, documented and resourced to support live services
· Establishing and maintaining operational methods and procedures, performing regular reviews for quality, consistency, effectiveness, efficiency
· Identifying, assessing, and mitigating risks, ensuring that necessary measures are in place to safeguard against potential disruptions
· Contributing to and supporting operational governance and standardization of Service Management Toolsets and driving optimization opportunities to support the ESOC processes and procedures
· Staying up to date with new developments in the assigned functional areas, and skillfully exploit ideas and best practices drawn from across the Agency
· Mentoring and coaching team members, identifying professional and personal growth opportunities, to ensure skilled, engaged and motivated workforce
· Participating in Service Level Agreement establishments and negotiations with internal stakeholders and customers
· Ensuring the Service Level targets are realistic, achievable and balanced between customer requirements and existing capacity
· Identifying and analysing requirements, defining specifications and supporting the design and implementation of operational processes
· Managing and coordinating process coherence across internal and external stakeholders
· Collaborating with business partners to support the development, management and review of policies, directives and guidelines for IT operational processes
· Defining Critical Success Factors and Key Performance Indicators to measure the quality and performance of the ESOC service delivery
· Managing the preparation and maintenance of internal reports and analysing the performance reporting of ESOC service, providing feedback for service improvements and lessons learned
· Deputizing for higher grade staff as directed
· Performing any other related duties as may be required
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