Service Delivery Manager

Job title:

Service Delivery Manager

Company:

NATO

Job description

For more than 70 years, NATO’s mission has been to preserve peace and security in the Alliance for nearly one billion citizens. The NATO Communications and Information Agency (NCI Agency) and its predecessors have worked tirelessly in providing the means that enable the connectedness and togetherness that keep our Alliance strong. We are the NCI Agency, a team of 3000 civilian and military staff in 29 locations throughout Europe, North America and Asia.
Our technology and cyber experts allow NATO to conduct critical operations, protect NATO’s airspace, make data-driven decisions, defend against cyber-attacks, secure NATO networks and maintain superiority in space. This is all possible because of our greatest force, our people. In order to keep this edge we aim to hire, train and retain the very best staff.
Our staff members represent both the diversity and unity of our Alliance. When you join the NCI Agency, you will be part of an organization where you can contribute authentically to the mission and purpose of NATO and help us keep our technological edge.About the job:Based in Brain L’ Alleud, Belgium you will join the Agency as we embark on a journey to transform our IT services to support NATO’s Digital Endeavour. You will join the Service Support and Business Applications Service Line (SSBA), which is responsible for planning and carry out all the tasks related to managing logistics and business application services throughout their entire lifecycle, across internal and external NATO customers.We are looking for a driven and enthusiastic Senior Delivery Manager who will take on the following roles and responsibilities:Service level management

• Ensures that service delivery meets agreed service levels.
• Negotiates service level requirements and agreed service levels with customers.

Incident management

• Ensures that incidents are handled according to agreed procedures.
• Prioritises and diagnoses incidents.

Problem management

• Initiates and monitors actions to investigate and resolve problems in systems, processes and services.

Service acceptance

• Engages with delivery teams to ensure correct products are produced in a timely fashion.
• Evaluates the quality of project outputs against agreed service acceptance criteria.

Consultancy

• Takes responsibility for understanding client requirements, collecting data, delivering analysis and problem resolution.
• Identifies, evaluates and recommends options.

Project management

• Takes full responsibility for the definition, approach, facilitation and satisfactory completion of medium-scale projects.
• Provides effective leadership to the project team.

Stakeholder relationship management

• Identifies the communications and relationship needs of stakeholder groups.
• Translates communications/stakeholder engagement strategies into specific activities and deliverables.

For a full list of duties, please review the on the NCI Agency career site.About you:The valuable knowledge and experience that you bring to this role are:

• 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 6 years post-related experience;
• Proven experience as a Service Delivery Manager, IT Service Manager, or similar role;
• In-depth knowledge of IT service management best practices;
• Proficiency in incident and problem management methodologies;
• Experience in service level management and continuous service improvement;
• Familiarity with ITIL or other IT service management frameworks;
• Proven experience in managing vendor relationships;
• Experience managing/leading teams, preferably in international environment
• Fluency in English, both written and spoke.

What we offer:

• Genuinely meaningful work as part of the most successful alliance in history;
• 3 year contract with competitive tax-free salary and household and children’s allowances;
• Privileges for expatriate staff including expatriation and education allowances (where appropriate) and additional home leave;
• Excellent private health insurance scheme;
• Generous annual leave of 30 days plus official holidays;
• NATO Pension Scheme;
• Development programs such as professional training, wellbeing, and more

To learn more about NCI Agency and our work, please visit ourThe NCI Agency prides itself on being an equal opportunity employer. We are committed to fostering an inclusive environment of mutual respect and value uniqueness and differences in gender, gender identity, race, ethnic or cultural origin, age, religion, sexual orientation and physical or neurocognitive ability.can be found via the NCI Agency career site.

Expected salary

Location

Braine-l’Alleud, Brabant Wallon

Job date

Thu, 06 Mar 2025 07:03:56 GMT

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