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We are seeking a highly skilled and experienced Service Manager to join our client's dynamic team. The ideal candidate will have strong leadership qualities, excellent problem-solving skills, and a deep understanding of IT service management principles. This position involves managing the day-to-day operations of the deployable communication infrastructure system (DCIS), ensuring it remains fully functional and compliant with established service level agreements

Responsibilities:

• Manage the Deployable CIS (DCIS) infrastructure as a service and ensure system readiness at a level specified in the Service Level Agreements (SLA). Ensures the availability and quality of engineering support delivered to the customer through close coordination with NCI Agency Business Areas and the CIS Support and Sustainment Centre (CSSC);

• Support to exercises;

• Manage the renewal of the security accreditation for each of the DCIS systems;

• Manage the DCIS Configuration Management Process to ensure that all assets are maintained at known configuration states and can be correctly accounted for;

• Conduct periodic risk assessments to anticipate and deal with obsolescence and initiate new projects under the NATO Security and Investment Programme (NSIP) when required;

• Develop Change Management plans to overcome problems identified and will also manage the uplift of the configuration baseline to meet evolving operational requirements;

• Support the Principal Service Manager with the development of the annual Operational and Maintenance (O&M) budget submission and will develop a financial plan for the execution of the O&M funds ensuring that DCIS assets are kept updated;

• Ensure that the system documentation for operation, maintenance and training is updated in accordance with system evolution;

• Manage the recommended list of spare parts and availability of spares in close coordination with the NCI Agency Business Areas and the CSSC;

• Manage contractor support resources and acceptance of services of contractors;

• Provide input to the Principal Service Manager for the quarterly SLA report;

• Provide input and recommendations to the SLA Change management process;

• Assessment of manpower and O&M budget requirements;

• Provide support to project managers as required through the project development, delivery and transition into service phases;

• Manage the support to the operational user during the transition into service of new systems and capabilities;

• Manage the integration of DCIS with non-CIS systems and infrastructure projects delivered to the operational user, ensuring that the component projects form an operational capability;

• Sponsoring DCIS training courses delivered by NCI Agency Academy, ensuring that the technical content is aligned to the system baseline and meets the requirement of the operational user;

• Participating in the technical portion of inspections and Joint Final Acceptance Inspections (JFAIs) as new systems as transitioned into operations, including conducting follow-up actions regarding the resolving of deficiencies;

• Provide support to Operations and during operational planning events.

Essential Qualifications & Experience:

• A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 2 years post-related experience; 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 6 years extensive and progressive expertise in duties related to the function of the post;

• Service Management: ITIL Foundation and Intermediate Certifications certified in either Service Design/PPO, Service Transition/RCV, Service Operation/OSA, Service Strategy/SOA and or Continual Service Improvement; or latest versions

• Sound experience in IT services engineering, planning, operations, maintenance and management;

• Demonstrable of experience as a line manager and provide evidence of having the ability of being a motivator and mentor;

• Sound experience on the Configuration Management and Change Management processes and tools;

• Experience in roles requiring significant business and managerial skills, such as: contingency planning and implementation; budget planning, preparation, and execution; Managing small scale projects for the implementation of CIS services related to network monitoring and network performance management services; Managing, leading, and mentoring a team.

• Experience in roles with requirement to display report writing and presentation skills

Desirable Experience and Education:

• ITIL Expert /Managing Professional

• PRINCE 2 Foundation level or PMI PMP;

• MSP Foundation

• Management of Risk Foundation;

• Demonstrable evidence in maintaining knowledge of advances in Information Technology;

• Proven success as an operational, technical team lead and service manager;

• Familiarity with military telecommunications and information systems; VLF to Satellite EHF

• Member of a recognized professional body or institution;

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

• Knowledge of NATO responsibilities and organization, including Allied Command Operations (ACO) and Allied Command Transformation (ACT)

If you've read the description and feel this role is a great match, we'd love to hear from you! Click "Apply for this job" to be directed to a brief questionnaire. It should only take a few moments to complete, and we'll be in touch promptly if your experience aligns with our needs.