[5037] Service Delivery Manager

Start date: May 2025 (negotiable)
Clearance: NATO Cosmic Top Secret
Location: Braine L'Alleud, Belgium

Duties and Role:

Duties and Responsibilities:

• Performs defined tasks to monitor service delivery against service level agreements and maintains
• records of relevant information.
• Analyses service delivery performance to identify actions required to maintain or improve levels of service.
• Initiates and reports on actions to maintain or improve levels of service. Incident management
• Provides first line investigation and gathers information to enable incident resolution and allocate incidents.
• Advises relevant persons of actions taken.
Problem management
• Investigates problems in systems, processes and services.
• Assists with the implementation of agreed remedies and preventative measures.
Service acceptance
• Engages with delivery teams to confirm that products developed meet the service acceptance criteria and are to the required standard.
• Provides input into change control processes.

Stakeholder relationship management
• Deals with problems and issues, managing resolutions, corrective actions, lessons learned, and the collection and dissemination of relevant information.
• Implements stakeholder engagement/communications plan.
Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management.
• Helps develop and enhance customer and stakeholder relationships.
Specific duties for this post:
• Operating the assigned services in the role of Service Delivery Manager in accordance with Service Delivery Plans;
• Service costing of assigned services;
• Delivery of new capability to enhance the service;
• Service documentation, including operating instructions;
• Service change management;
• Transition planning and execution;
• Maintenance of the service baseline;
• Service configuration management;
• Meeting of agreed customer requirements (SLA);
• Maintenance of the OLAs and underpinning contracts;
• Service Performance monitoring & reporting;
• Budget execution;
• Support the lifecycle of the Manage Device service components, including associated communications and security capabilities; he/she provides expert advice throughout all the phases of new projects from estimating to execution;
• End-to-end delivery of assigned services;
• Service cost calculations, budget management, budget forecasting and planning, expenditure tracking and management including capital and operational expenses;
• Plan, lead and monitor the implementation of the outsourcing and continuous service improvement initiatives;
• Create yearly task and execution plans, create resource plans for the tasks and assign resource requirements to individuals;
• Interact with customer representatives to receive feedback, capture requirements and help in articulating solutions in customer request processes, managing of expectations;
• Preparation and representation at Customer service reviews;
• Compliance to policies and directives of the team he/she supervises;
• Perform team resource management tasks like time management, contract management and project resource management;


Skill, Knowledge & Experience:

• The candidate must have a currently active NATO COSMIC TOP SECRET security clearance
• A minimum of 3 years of experience in defining, implementing and validating large scale e-mail infrastructure solutions.
• Three years of experience in defining, implementing and validating enterprise class collaboration platforms, such as Microsoft teams, Skype for business or similar.
• Demonstrated knowledge of IT infrastructure and systems, including enterprise-class servers, operating systems and storage.
• Familiarity with virtualization technologies and public/private cloud concepts
• Experience in contracts mainly outsourcing and performance based.
• Experience in service level management and continuous service improvement.
• Experience in service catalogue development and improvement. Excellent customer relationship management abilities.
• Excellent analytical and listening skills to capture requirements and identify problems and risks.
• Working knowledge of ITIL processes and procedures.
• Sound knowledge of Service Level Agreements, Operational Level Agreements and Underpinning Contracts.
• Training/Certifications: ITIL v4 Foundation