Principal Technician - Braine-l'Alleud, België - Enterpryze Consulting Ltd.

Enterpryze Consulting Ltd.

Geverifieerd bedrijf

Braine-l'Alleud, België

1 week geleden

Geplaatst door:

Sophie Dubois

beBee Recruiter

Beschrijving

**Principal Technician - Service Level Management

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Working Location:Braine-L'Alleud, Belgium**-
Security Clearance: NATO Secret**-
Language:High proficiency level in English language

**EXPERIENCE AND EDUCATION:
**Essential Qualifications/Experience: - Knowledge and experience related to design, implementation, operation, maintenance, support, of modern IT Services - with specific reference to Service Level Agreements and Underpinning contracts;

Sound practical experience in Service Delivery and Service Operation
Sound experience with Stakeholder Management, Contract Management, Customer Service and Outsourcing
Working Knowledge of ITIL processes through whole service lifecycle (ITIL V4 knowledge a plus)
Working knowledge of industry Project Management industry standards (Prince2, PMI)
Good understanding of different agile delivery methodologies

Desirable Qualifications/Experience:

Service Management qualifications, ITIL Foundation (V3 or, preferably, V4)
Project Management qualifications (PRINCE2 Practitioner or PMI PMP)
Extensive experience from working in a service provisioning organization as a service manager or similar profile
Experience in all Lifecycle aspects of Information Systems to achieve effective services development, deployment and support
Prior experience of working in an international environment comprising both military and civilian elements
Knowledge of NATO responsibilities and organization, including ACO and ACT

DUTIES/ROLE:

Problem management

ü Participates to Problem Management, in order to identify and remove the root-causes of Incidents

Relationship management

ü Represents the Services across the organization and across the customer base

Change enablement

ü Coordinates the Change Enablement and the Release & Deployment processes for his Services

ü Represents, by delegation of the SAO, the assigned Services in the meetings of the NDW CAB (Change Advisory Board) or the Enterprise CAB, to ensure coordination of all changes to any service with other entities potentially affected, including all other NCI Agency services relying on the NDW services

Monitoring and reporting

ü Defines and reports Key Performance Indicators (KPI) and associated metrics for his Services

ü Proactively monitors the Services in order to identify issues and take advance action to prevent issues becoming Incidents

Service asset and configuration management

ü Lifecycle management of the hardware and software assets of the Services (this includes the role of "Resource Manager", in the AT&T portfolio, for the deployed software/hardware products)

Workforce and talent management:

ü Provides personal, technical and professional support and guidance for assigned staff as an integral part of career development

ü Maintain a proper match between workload and work capacity in the section, recommending hiring or training, as required

ü Supports recruitment and selection of staff, to maintain authorized complement at highest quality

Service portfolio management

ü Analyses requests for new Services and assists in the production of "rough order of magnitude" cost/time estimates and Price Proposals

Supplier management

ü Ensures external acquisition requests for contractors, consultants, hardware, software, consumables, etc. are placed in a timely manner and that an annual spending plan is maintained and efficiently executed

ü Ensures that providers of OLA's / Underpinning contracts perform as agreed, identifying to them any issues and holding them accountable for the resolution of the issues

Knowledge management

ü Develops Standard Operating Procedures, Standard Operating Instructions, Guidelines, Checklists and Templates for his Services, defining in detail tasks that must be performed by all roles identified as needed for the delivery of the Services