Service Manager (Deployable Communications Infrastructure) for NATO with security clearance

WLG; Henegouwen; Sur place; EUR 60 000 - 86 000; Plein temps

Résumé du poste

WLG in Mons, Belgium is seeking an experienced service manager to deliver CIS services under SLA guidelines. You will own configuration management, change plans and contractor coordination, ensuring readiness of deployable CIS infrastructure in field and office environments.

You will lead risk assessments, support annual budgets, maintain documentation, and mentor junior staff while collaborating with service lines and support centers.

Qualifications

• Bachelor's degree or equivalent with several years in IT service management or a related field.
• ITIL Foundation and an Intermediate certification in one stream or equivalent.
• Experience in service management, planning, operations, maintenance and leadership.

Responsabilités

• Deliver CIS services against SLAs between provider and operators/users.
• Maintain asset configuration state and readiness per SLA requirements.
• Coordinate with engineering support, service lines, and support centers.
• Own change plans and update configuration baselines as needed.
• Run risk assessments to preempt obsolescence and justify investments.
• Support budget submissions and assess manpower needs.
• Keep documentation current as the system evolves.
• Manage contractor resources and accept contractor services.
• Contribute to quarterly SLA reporting and change management.
• Support project managers and deputise when required.

Connaissances

IT services engineering

Configuration management

Change management

Line-management

Budget planning

Risk assessment

Report writing

Formation

Bachelor's degree in a related discipline

Outils

ITIL certification

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.