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Job description

Location:
Northwood, Great Britain

Security Clearance:
NATO Secret

Reference No:
C002933 / Northwood

Skills, knowledge, experience required:

• Higher vocational training in a relevant discipline with 3 years of post-related experience;
• OR a secondary educational qualification with 5 years post-related experience;
• Experience working in NATO or NCIA and familiarization with NCIA organizational concepts such as Enterprise Service Delivery Model;
• ITIL Foundation Certificate.

Duties/role:

• Managing end-to-end delivery of the assigned services for which CSU Northwood is the Service Owner, in accordance with the parameters defined in the Service Delivery Plan and Service Description and relevant service provisioning agreements (SLA, SSP, SSC-OLA, etc.);
• Developing and maintaining Service Delivery Plan and Service Description and maintain the baseline for the service. This shall include: development, maintenance and implementation of processes, procedures, and detailed instructions on service delivery and support for all staff involved in the delivery of the service, baseline technical definition of the service, support of configuration management of the service, etc.;
• Providing inputs to the Service Level Agreement on service related requirements, performance targets, and necessary changes and updates;
• Designing and developing new services based on customer requirements;
• Identifying, developing, negotiating, and managing third party contracts for supporting delivery of assigned services;
• Managing, monitoring, reviewing, and reporting third party performance;
• Assisting with and supporting/implementing assigned project work packages;
• Developing Service Unit costs for assigned services and reviewing and updating on an annual basis;
• Providing service support forecast for assigned services' Operations and Maintenance (O&M) budget;
• Controlling and/or executing expenditures of the service budget, including the creating Purchase Requests and controlling the time accounting for all personnel supporting delivery of the service;
• Coordinating with Service Lines, CSUs, or other Organizational Units for the allocation of resources needed to support the delivery of the service (e.g. Level 1 support at CSUs, SME expertise from SLs, etc.);
• Providing advance coordination of all planned service outages, planned changes, or other service disruptions relevant to the services for which CSU Northwood is the Service Owner;
• Analysing risks and proactively report problems and suggest solutions;
• Monitoring of the service proactive in order to identify issues and take advance action to prevent degradation of services;
• Ensuring Continual Service Improvement (CSI) of assigned services, determining effectiveness and suggesting/implementing improvement plans from a capacity and technological perspective;
• Monitoring, and if needed, assisting with the resolution for service related incidents and problems;
• Ensuring delivery of any requisite training, coaching, and mentoring to Staff in the service delivery chain to enable them to perform all actions defined in the service delivery plan;
• Supporting IT Service Continuity Management (ITSCM), Business Continuity, and Disaster Recovery Plans. Develop service continuity plan for assigned services;
• Representing assigned services to Change Managers and in Change Advisory Boards in NCIA, and ensuring any change to assigned services is properly coordinated with all relevant stakeholders;
• Representing the service in the related events and bodies as directed by the Service Owner / Service Area Owner;
• Staying abreast of technological developments relevant to the area of work;
• Working on own initiative with limited supervision;
• Deputizing for higher grade staff, if required;
• Performing other duties as may be required.

VECTOR SYNERGY sp. z o.o., ul. Marcelińska 90, 60-324 Poznań, NIP PL7811857270, REGON 301575740, KRS: 0000369575

Rejestr Przedsiębiorców KRS prowadzony przez Sąd Rejonowy Poznań – Nowe Miasto i Wilda w Poznaniu, VIII Wydział Gospodarczy KRS,

kapitał zakładowy wynosi: 73 500,00 złotych wpłacony w całości, TEL +48 616684500, FAX +48 616684501, www.vectorsynergy.com, [email protected]