IT Service Manager

• Manage the Deployable Communication and Information Systems (DCIS) infrastructure as a service and ensure system readiness in accordance with the defined Service Level Agreements (SLAs).
• Ensure the availability and quality of engineering support delivered to customers through close coordination with internal business units and the Support and Sustainment Centre (SSC).
• Provide support to operational exercises and related activities.
• Manage the renewal of security accreditation for each DCIS system.
• Oversee the DCIS Configuration Management process to ensure all assets are maintained in controlled configuration states and are fully traceable.
• Conduct periodic risk assessments to anticipate and address obsolescence, and initiate new investment projects under the approved Security and Investment Programme when required.
• Develop and implement Change Management plans to address identified issues and manage the evolution of configuration baselines to meet changing operational requirements.
• Support the Principal Service Manager in preparing the annual Operations and Maintenance (O&M) budget submission and develop a financial execution plan to ensure DCIS assets remain current and operational.
• Ensure that all system documentation for operations, maintenance, and training is updated in line with system changes and upgrades.
• Manage the recommended spare parts list and ensure availability of spares in coordination with internal business units and the Support and Sustainment Centre.
• Oversee contractor support resources and manage the acceptance of contractor-delivered services.
• Contribute to the SLA Change Management process with recommendations and supporting analysis.
• Assess manpower requirements and Operations & Maintenance budget needs.
• Support project managers throughout project development, delivery, and transition-to-service phases.

Do you have experience in IaaS?, Do you have a Bachelor's degree?, What will you be bringing to the team?

• Bachelor's degree in IT or related field with at least 2 years of post-related professional experience.
• Sound experience in IT service engineering, planning, operations, maintenance, and management.
• Demonstrated experience as a line manager, with evidence of the ability to motivate and mentor staff.
• Strong experience with Configuration Management and Change Management processes and associated tools.
• Experience in roles requiring significant business and managerial skills, including: Contingency planning and implementation, Budget planning, preparation, and execution, Managing small-scale projects related to the implementation of communication and information system services, including network monitoring and performance management, Managing, leading, and mentoring teams.
• Experience in roles requiring strong report writing and presentation skills.
• Service Management certification: ITIL Foundation and Intermediate certifications in one or more of the following lifecycle modules: Service Design (PPO), Service Transition (RCV), Service Operation (OSA), Service Strategy (SOA), Continual Service Improvement (or equivalent latest versions).
• An active NATO Security Clearance is required.
• Proficiency in English at least at level B2.