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

Service management where the service goes to the field.

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

What you will be doing

• Managing the deployable CIS infrastructure as a service and holding system readiness at thelevel 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 beaccounted for
• Running periodic risk assessments to get ahead of obsolescence, and initiating new investmentprojects when they are needed
• Managing change plans to clear identified problems, and lifting the configuration baseline asoperational requirements evolve
• Supporting the annual operation and maintenance budget submission, and assessing manpower andbudget 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, anddeputising for higher-grade staff when required

What you will need

• 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 ServiceImprovement, or the current equivalents
• Sound experience across IT services engineering, planning, operations, maintenance andmanagement
• 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, andrunning 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

Why this one is worth a look

You would hold the whole service, not a slice of it — readiness, configuration, change, budgetand the contractors — with the autonomy that comes from being trusted to run it.