Service Manager

at  b2bnetwork

REQUIREMENTS DESCRIPTION:

Under the direction of the Principal Service Manager, but largely under own initiative, the incumbent will perform duties pertaining to the delivery of CIS services as detailed in the Service Level Agreements between NCI Agency (as the service provider) and the service operator and user (the customer):

• Managing the Deployable CIS infrastructure as a service and ensure system readiness at a level specified in the SLA. Ensuring the availability and quality of engineering support delivered to the customer through close co-ordination with NCI Agency service lines and the CIS Support and Sustainment Centre (CSSC) and the Forward Support Point (FSP);
• Manage the DCIS Configuration Management to ensure that all assets are maintained at known configuration states and can be correctly accounted for;
• Will conduct periodic risk assessments to anticipate and deal with obsolescence and initiate new projects under the NATO Security and Investment Programme (NSIP) when required;
• Will manage Change Management plans to overcome problems identified and will also manage the uplift of the configuration baseline to meet evolving operational requirements;
• Will support the Principal Service Manager with the development of the annual Operation and Maintenance budget submission;
• Will contribute to and support the system documentation for operation, maintenance and training is updated in accordance with system evolution;
• Managing contractor support resources and acceptance of services of contractors;
• Will provide input to the Principal Service Manager for the Quarterly SLA report;
• Will provide input and recommendations to the SLA Change management process;
• Assessment of manpower and O&M budget requirements;
• Will provide support to project managers as required through the project development, delivery and transition into service phases;
• Deputize for higher grade staff, if required;
• Performs other duties as may be required.

SKILL, KNOWLEDGE & EXPERIENCE:

• 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;
• Service Management: ITIL Foundation and Intermediate Certifications certified in either Service Design/PPO, Service Transition/RCV, Service Operation/OSA, Service Strategy/SOA and or Continual Service Improvement; or latest versions
• Sound experience in IT services engineering, planning, operations, maintenance and management;
• Demonstrable of experience as a line manager and provide evidence of having the ability of being a motivator and mentor;
• Sound experience on the Configuration Management and Change Management processes and tools;
• Experience in roles requiring significant business and managerial skills, such as: contingency planning and implementation; budget planning, preparation, and execution;
• Managing small scale projects for the implementation of CIS services related to network monitoring and network performance management services; Managing, leading, and mentoring a team.
• Experience in roles with requirement to display report writing and presentation skills

Desirable Experience and Education:

• ITIL Expert /Managing Professional
• PRINCE 2 Foundation level or PMI PMP;
• MSP Foundation
• Management of Risk Foundation;
• Demonstrable evidence in maintaining knowledge of advances in Information Technology;
• Proven success as an operational, technical team lead and
• service manager;
• Familiarity with military telecommunications and information systems; VLF to Satellite EHF
• Member of a recognized professional body or institution;
• Prior experience of working in an international environment comprising both military and civilian elements;

• Knowledge of NATO responsibilities and organization, including Allied

  Rrq. number RFQ C00370

• Managing the Deployable CIS infrastructure as a service and ensure system readiness at a level specified in the SLA. Ensuring the availability and quality of engineering support delivered to the customer through close co-ordination with NCI Agency service lines and the CIS Support and Sustainment Centre (CSSC) and the Forward Support Point (FSP);
• Manage the DCIS Configuration Management to ensure that all assets are maintained at known configuration states and can be correctly accounted for;
• Will conduct periodic risk assessments to anticipate and deal with obsolescence and initiate new projects under the NATO Security and Investment Programme (NSIP) when required;
• Will manage Change Management plans to overcome problems identified and will also manage the uplift of the configuration baseline to meet evolving operational requirements;
• Will support the Principal Service Manager with the development of the annual Operation and Maintenance budget submission;
• Will contribute to and support the system documentation for operation, maintenance and training is updated in accordance with system evolution;
• Managing contractor support resources and acceptance of services of contractors;
• Will provide input to the Principal Service Manager for the Quarterly SLA report;
• Will provide input and recommendations to the SLA Change management process;
• Assessment of manpower and O&M budget requirements;
• Will provide support to project managers as required through the project development, delivery and transition into service phases;
• Deputize for higher grade staff, if required;
• Performs other duties as may be required