Manager - Maintenance & Lifecycle Management

Manager - Maintenance & Lifecycle Management

• Working Location: Braine LAlleud, Belgium
  
• Security Clearance: NATO Secret
  
• Language: High proficiency level in English language
  

EXPERIENCE AND EDUCATION:

Essential Qualifications/Experience:

A minimum requirement of a Bachelors degree at a nationally recognised/certified University in a related discipline and 3 years post-related experience. Or exceptionally, the lack of University degree may be compensated by the demonstration of a candidates 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

Knowledge and experience related to design, implementation, operation, maintenance, support, of modern IT Services with specific reference to Service Level Agreements and Underpinning contracts

Sound practical experience in Service Delivery and Service Operation

Sound experience with Stakeholder Management, Contract Management, Customer Service and Outsourcing

Working Knowledge of:

ITIL processes through whole service lifecycle (ITIL V4 knowledge a plus)

Industry Project Management industry standards (Prince2, PMI)

Good understanding of different agile delivery methodologies

Ability to work in a hybrid and multi-cultural environment with cross functional teams, manage the services and teams also working remotely, manage multiple tasks and projects in a fastmoving environment

Service Management qualifications, ITIL Foundation (V3 or, preferably, V4)

Project Management qualifications (PRINCE2 Practitioner or PMI PMP)

Extensive experience from working in a service provisioning organization as a service manager or similar profile

Experience in all Lifecycle aspects of Information Systems to achieve effective services development, deployment and support

Prior experience of working in an international environment comprising both military and civilian elements

Knowledge of NATO responsibilities and organization, including ACO and ACT

Service design:

Provides expert advice throughout all phases of developments of new Services, from planning to execution

Participates and overarches the content-focused collaboration solutions design & architecture

Software development and management:

Meets with the user community and participates to requirements elicitation sessions

Oversees Workspace Services development, turning requirements into Service enhancements

Release management

Authorizes the new "release packages" of the Services to start the Change enablement process;

Deployment management

Plans and coordinates installation, upgrades, configuration and migration activities for existing and new Services

Supports the transition of "Service changes" into Service operation; "Service changes" could originate from projects that instantiate/significantly enhance the Services or from changes or minor enhancements to the Services

Incident management:

Coordinates and monitors the 2nd / 3rd levels of support for Incident Management: further investigation, analysis, detailed problem diagnosis/resolution and follow-up to resolution of the Incident and participating in reviews, walkthroughs and audits, with an ability to set priorities without requiring direction

Serving as the first point of escalation (notification) for major incidents relating to the Services;

Service request management

Coordinates and monitors the Service Requests fulfilment process, in order to implement pre-defined and pre-authorized changes to the Services

Problem management

Participates to Problem Management, in order to identify and remove the root-causes of Incidents

Relationship management

Represents the Services across the organization and across the customer base

Change enablement

Coordinates the Change Enablement and the Release & Deployment processes for his Services

Represents, by delegation of the SAO, the assigned Services in the meetings of the NDW CAB (Change Advisory Board) or the Enterprise CAB, to ensure coordination of all changes to any service with other entities potentially affected, including all other NCI Agency services relying on the NDW services

Monitoring and reporting

Defines and reports Key Performance Indicators (KPI) and associated metrics for his Services

Proactively monitors the Services in order to identify issues and take advance action to prevent issues becoming Incidents

Service asset and configuration management

Lifecycle management of the hardware and software assets of the Services (this includes the role of "Resource Manager", in the AT&T portfolio, for the deployed software/hardware products)

Workforce and talent management:

Coordinates the staff within his area of responsibility

Provides personal, technical and professional support and guidance for assigned staff as an integral part of career development

Maintain a proper match between workload and work capacity in the section, recommending hiring or training, as required

Drafts the job descriptions and training requirements for all personnel involved in the delivery of the Services

Supports recruitment and selection of staff, to maintain authorized complement at highest quality;

Service portfolio management

Analyzes requests for new Services and assists in the production of "rough order of magnitude" cost/time estimates and Price Proposals

Service financial management

Controls and/or executes the expenditures of the Services budget, including the creation of Purchase Requisitions and the control of the time accounting for all personnel supporting delivery of the Services

Maintains at all times per Service the list of all customers of the service, together with their funding status (highlighting any overdue payments)

Supplier management

Ensures external acquisition requests for contractors, consultants, hardware, software, consumables, etc. are placed in a timely manner and that an annual spending plan is maintained and efficiently executed

Ensures that providers of OLAs / Underpinning contracts perform as agreed, identifying to them any issuesand holding them accountable for the resolution of the issues

Knowledge management

Develops Standard Operating Procedures, Standard Operating Instructions, Guidelines, Checklists and Templates for his Services, defining in detail tasks that must be performed by all roles identified as needed for the delivery of the Services

Continual improvement

Recommends Service and process improvements to the Service Area Owner