Description
SERVICE/CHANGE MANAGER/ITIL/NATO/SC CLEARED/MONS/IMMEDIATE START
RATE: € per Day
LOCATION: MONS
CLEARANCE: NATO SECRERT/SC
DURATION: 6-12 MONTHS
Duties:
Under the supervision and the direction of the SSMP Section Head, the post holder:
-Executes the Problem Manager tasks as detailed in the NCI Agency Problem Management Process Definition and Execution Document;
oResponsible to the Business Process Owner for the Problem Management Process and its operation;
oWorking with NCI Agency Service Lines and other process managers to ensure problems are efficiently processed and resolved;
oIs responsible for the delivery of Root Cause Analysis and problem resolution within given targets.
oIs responsible for acting as an escalation point to expedite problem resolution.
oEnsures the Problem Management Key Performance Indicators are reported and their targets met.
oProduce Problem Management activity reports and provide recommendations for senior management review and approval;
oReporting to senior management, problems with a high and major impact to the NCI Agency and Customer;
oReporting to senior managers any problem that has the potential to significantly impact services;
oInitiates Problem Management after closure of a major incident;
oEstablishes a cross functional team, when required, to resolve a problem traversing multiple NCI Agency Service Lines and/or identify lessons that can feed Continual Service Improvement;
oAssisting in the alignment and maintenance of the service management toolset module to support Problem Management;
oMaintain Problem Management Standard Operating Procedures and Work Instructions.
oOwns and maintains the quality of information in the Known Error Data Base;
oEnsuring that known errors and workarounds are available for the transition of a new service and allowing the Operations Centre to react appropriately in response to an incident;
oFormally closing all problem records;
o
oProvides Problem Management toolset training;
oBuilds awareness of the Problem Management process throughout the NCI Agency and the Customer base.
-Supervises the Problem Analyst and their assigned responsibilities;
oThis will include coaching, mentoring and setting performance management objectives.
-Bridges gaps between delivery teams and drives rapid recovery during incidents;
-Deputizes for the Section Head in his absence;
-Perform other duties within the NCI Agency's area of business as may be required.
Additional duties:
-The incumbent may be required to undertake operational deployments and/or TDY assignments both within and without NATO's boundaries
Experience and Education:
-A university degree in Science, preferably in Information Technology equivalent to a Master's Degree or equivalent combination of appropriate qualifications.
-At least 5 years relevant experience.
-At least 2 years of experience of overseeing all employee relation issues including performance reviews
-At least 2 years of experience in IT Service Management.
Primary Skill Level:
-Experience in a managerial role with financial and administrative processes to support resource planning, budgeting and management in a technical environment;
-Detailed knowledge of Service Management principles, has experience in negotiating roles associated with a typical customer-provider relationship;
-Experience in working in a Matrix organization;
-Strong ability to develop presentation materials and papers from concept;
-Has a sound understanding about typical roles and responsibilities in Service Management, (ie Incident/Problem/Change Manager, etc.
-Prior experience in project and service management, that is developing project plans, funding estimates, contracting requirements, plus the day-to-day directing of the project, providing status of projects and briefings to senior officials, and producing a final report;
-Excellent communication skills, both written and oral. Must have worked in positions with comparable array of complexity and responsibility for a minimum of six recent years, to include supervision of permanent or project-oriented organizational teams.
Desirable Experience and Education:
-ITIL v3 Certificate (foundation at least)
-PRINCE 2 Certificate (foundation at least)
Language Proficiency:
-A thorough knowledge of one of the two NATO languages, both written and spoken, is essential and some knowledge of the other is desirable.
-NOTE: Most of the work of the NCI Agency is conducted in the English language
LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds. Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.