Service Deliver Manager

Empresa : Spektrum

Tipo de Emprego : Periodo Integral

Oeiras, Portugal

Descrição do Emprego - Service Deliver Manager

Spektrum have a wide range of exciting opportunities in several global locations. We are always looking to add great new talent to our team and look forward to hearing from you.

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

Who we are supporting

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.

Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.

Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.

Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.

Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.

The program

Assistance and Advisory Service (AAS)

The NATO Communications and Information Agency (NCI Agency) is NATO’s principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.

To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

Role ID – C005020
Role Duties and Responsibilities
 Support the day-to-day operation of NCI Academy business activities using
appropriate project management principles, processes and tools;
 Generate the quarterly reporting and liaise with the Agency Finance staff to ensure
quarterly invoices are accurate and delivered on time to the appropriate recipient;
 Contribute to the service lifecycle processes in accordance with Agency policy and
procedures;
 Maintain a customer focus, acting as a customer focal point to deal diplomatically
on a variety of problem management and business-related issues;
 Take responsibility for understanding customer requirements, collecting data,
delivering analysis and problem resolution;
 Conduct customers' requests and vendors' offers analysis to support operational
and business decision-making;
 Prepare and support Price Proposals (PP), Operational Level Agreements (OLA),
and Service Support Training (SST) agreements;
 Develop and maintain resource allocation plans to support service delivery
activities;
 Process daily EBA activities, including Purchase Requisitions (PRs), OLA PRs, and
travel requests;
 Support product cost analysis and pricing;
 Support CAPEX and OPEX cost estimation, planning and monitoring;
 Support implementation of product/service rates into product pricing;
 Provide the support to new Business Model phased development and
implementation;
 Manage daily ServiceNow (SNOW) activities, including service task structures,
resource plan requests and management, and timecard processing;
 Manage risks and issues and contribute to Lessons Learned and Risk Registers
documentation;
 Lead bi-weekly service delivery coordination meetings and contribute to ad-hoc
activities;
 Maintain customer relationships in accordance with regulatory frameworks,
directives, policies, internal processes, and contractual terms and conditions;
 Produce reports and presentation slide decks for quarterly monthly, and ad-hoc
customer engagement and service delivery activities;
 Contribute to annual customer survey development and continuously propose
improvements to enhance efficiency, effectiveness, and customer service
excellence;
 Process SNOW timecards and resource plans to ensure accurate
service delivery tracking;
 Control data accuracy by performing regular checks of Training Management
System (TMS) functionalities and outputs for customers and service delivery
managers, and perform corrective actions to resolve data inconsistencies and
internal tool malfunctions;
 Develop Projects and Services business intelligence.
Essential Skills, Experience and Certifications
 A minimum requirement of a Bachelor's degree. Or exceptionally, the lack of a
university degree may be compensated by the demonstration of a candidate's
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;
 Proven experience of project management or service delivery management
including resource management (people, budgets, time, etc);
 Proven analytical skills to produce meaningful business intelligence for decision
makers;

 Prior experience with pricing estimation and proposal development;
 Proven experience in customer focused roles and customers relationship
management;
 Excellent analytical skills, particularly in advanced Microsoft Excel, Microsoft
Power BI, and Tableau, with strong expertise in data analysis, visualization, and
reporting;
 Evidence of prior experience and in-depth knowledge of Project
Management tools;
 Prior experience in Business Development;
 Personal Attributes:
o Delivering Results and Meeting Customer Expectations.
o Focuses on customer needs and satisfaction; sets high standards
for quality and quantity; monitors and maintains quality and
productivity; works in a systematic, methodical and orderly way;
consistently achieves project goals.
o Maintaining professional relationships with NCI Academy.
o Customers, co-workers within the Agency, and with staff of other
NATO organizations.
Desirable Skills, Experience and Certifications
 Practical experience in working for other NATO agencies or organizations;
 Prior experience of working in an international environment comprising both
military and civilian elements;
 Knowledge of NATO responsibilities and organization, including ACO and ACT.
 Practical experience of service or project management in a training environment;
 Excellent understanding of NCI Agency processes and procedures relating
initiating and staffing projects in the NCI Agency (E.g. Customer Request Forms,
Request to Proposals, Price Proposals, EBA, etc.);
 Prior experience and in-depth knowledge of the NCI Agency
 Project Management tools Service NOW and Enterprise Business Applications
(EBA)
 In depth knowledge of Service Now tool
 Prior experience and in-depth knowledge of the NCI Agency
 Enterprise Business Applications (EBA) tool
 Prior experience with the NCI Agency Training Management System (TMS);
 A recognized formal Project Management qualification, such as PRINCE2 or PMP
Working Location
 Oeiras, Portugal
Working Policy
 On-site
Travel
 Some travel to other NATO sites may be required
Security Clearance
 Valid National or NATO Secret personal security clearance

We never know what new opportunities might be just over the horizon. If this opportunity isn't for you, please feel free to send us your resume anyway and be the first to know if something suitable for your skills and experience comes up.

Original job Service Deliver Manager posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.

Share Job

Get your Resume Reviewed for Free

Similar Service Delivery Manager Jobs in Portugal

Get your Resume Reviewed for Free

Endereço de email

Por que você está reportando esse trabalho?

I think it’s a discriminatory or offensive

I think it’s fraudulent or a scam

I think it’s trying to sell something unrelated to the job / it’s asking for money

I think it contains incorrect or broken information

Other

Todos os Anúncios de Emprego estão sujeitos aos Terms of Service do GrabJobs. Permitimos que os usuários marquem postagens que possam estar em violação desses termos. Anúncios de emprego também podem ser marcados pela equipe de moderação do GrabJobs. No entanto, nenhum sistema de moderação é perfeito, e marcar uma postagem não garante que ela será removida.

Setup your job alert:

Frequency

E-mail

Ao ativar os alertas de emprego, eu concordo com os Terms & Privacy Policy do GrabJobs. Posso cancelar a inscrição nos alertas de emprego a qualquer momento. Pular

Service Deliver Manager

Descrição do Emprego - Service Deliver Manager

Similar Service Delivery Manager Jobs in Portugal

Aplicativos de Celular