Senior Service Manager (Deployable CIS, ITIL) for NATO with security clearance

WLG; Henegouwen; Sur place; EUR 65 000 - 90 000; Plein temps

Résumé du poste

WLG in Mons, Belgium is seeking a seasoned service manager to own the deployable CIS service, ensure readiness and configuration, and oversee budget and contractors. You will report to the principal service manager and operate largely on your own initiative in a challenging field environment.

The role delivers against SLAs with operators and users, coordinating closely with engineering, support and sustainment teams. It requires ITIL certification, leadership, and strong change management skills.

Qualifications

• Bachelor's degree or 10 years of progressive IT service experience.
• ITIL Foundation and Intermediate certification (design/transition/operation/strategy).
• Experience in IT services engineering, planning, operations and management.
• Proven line-management experience and ability to mentor others.
• Strong configuration and change management knowledge and practice.
• Budget planning, contingency planning and small project execution.
• Solid report writing and presentation abilities.

Responsabilités

• Manage deployable CIS infrastructure as a service and ensure SLA readiness.
• Maintain engineering support and coordinate with service lines and centers.
• Own configuration management for known asset states.
• Run risk assessments to pre-empt obsolescence and initiate investments.
• Manage change plans and adjust baselines as requirements evolve.
• Support annual O&M budget and assess manpower needs.
• Keep operation, maintenance and training docs current.
• Manage contractor resources and accept services.
• Contribute to quarterly SLA reports and change management.
• Support project managers through development, delivery and transition.

Connaissances

IT service management

Leadership

Change management

Budget planning

Risk assessment

Documentation

Formation

Bachelor's degree in related discipline

Outils

CMDB

Change management tools

Description du poste

Service management where the service goes to the field.

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

What You Will Be Doing

• Managing the deployable CIS infrastructure as a service and holding system readiness at the level 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 be accounted for
• Running periodic risk assessments to get ahead of obsolescence, and initiating new investment projects when they are needed
• Managing change plans to clear identified problems, and lifting the configuration baseline as operational requirements evolve
• Supporting the annual operation and maintenance budget submission, and assessing manpower and budget 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, and deputising 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 the intermediate streams - design, transition, operation or strategy or Continual Service Improvement, or the current equivalents
• Sound experience across IT services engineering, planning, operations, maintenance and management
• 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, and running 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, budget and the contractors - with the autonomy that comes from being trusted to run it.