CIS Service Delivery Manager (SLA, Configuration and Change Management) for NATO with security clearance

Reporting to the principal service manager but working largely on your own initiative, you would deliver CIS services against the service level agreements between the provider and the operators and users who depend on them. On-site in Mons, Belgium - normal office conditions, plus field conditions during exercises.

What you will be doing

• Managing the deployable CIS infrastructure as a service and holding system readiness at the level the SLA specifies
• Keeping engineering support available and good, in close coordination with the service lines, the support and sustainment centre and the forward support point
• Owning configuration management so every asset sits at a known configuration state and can be accounted for
• Running periodic risk assessments to get ahead of obsolescence, and initiating new investment projects when they are needed
• Managing change plans to clear identified problems, and lifting the configuration baseline as operational requirements evolve
• Supporting the annual operation and maintenance budget submission, and assessing manpower and budget requirements
• Keeping operation, maintenance and training documentation current as the system evolves
• Managing contractor support resources and accepting contractor services
• Feeding the quarterly SLA report and the SLA change management process
• Supporting project managers through development, delivery and transition into service, and deputising for higher-grade staff when required

• A bachelor’s degree in a related discipline with three years of relevant experience - or, exceptionally, around ten years of progressive expertise in this work instead
• ITIL Foundation and Intermediate certification in one of Service Design/PPO, Service Transition/RCV, Service Operation/OSA, Service Strategy/SOA or Continual Service Improvement, or the current equivalents
• Sound experience across IT services engineering, planning, operations, maintenance and management
• Demonstrable line-management experience, with evidence you can motivate and mentor
• Real command of configuration management and change management, processes and tools alike
• Business and managerial breadth: contingency planning, budget planning and execution, and running small projects for network monitoring and performance management services
• Report writing and presentation skills you can point to

Nice to have

• ITIL Expert or Managing Professional; PRINCE2 Foundation or PMI PMP; MSP Foundation; Management of Risk Foundation
• A track record as an operational or technical team lead as well as a service manager
• Familiarity with military telecommunications and information systems