Service Manager, Brunssum

Coordinated Service Management&Service Delivery support of NIMSC Land&Air Business Unit- Allied Operations&Missions portfolio; for assigned Services / Missions / Projects&the support of Project Managers, utilizing NATO tools&systems (EBA, Service Now&SharePoint). Tracking, by using NCIA EBA&Service Now tool sets, financial status (OPEX&CAPEX) including ACQ progress (PR to PO) upon a daily basis, including Resource Management, Cost planning&Timeline planning within Service Now. Updating NIMSC SharePoint Portal upon a weekly basis with progress&recommendations. Delivering a monthly written project&financial Status&related expenditure budget Report; highlighting Problems, Issues, Trend&Analysis, Risks&recommended Solutions for assigned Services/ Missions&Projects. Reporting monthly to the NIMSC Land&Air Business Unit, Senior Service Delivery Manager, Allied Operations&Missions Team Lead, the financial status of all assigned Service / Mission&Project budgets within the NIMSC Land&Air Business Unit, Allied Operations&Missions portfolio. As part of the Continuous Improvement process, identify process bottlenecks&opportunities for End-to-End process improvements&process synergies. Tracking and Documenting upon a daily basis, any opportunities for Continuous Improvement&process synergies. Updating NIMSC SharePoint Portal upon a weekly basis with any opportunities for Continuous Improvement and process synergies&recommendations. Delivering a monthly written Continuous Improvement Report, detailing Opportunities for Continuous Improvement in Service Delivery&Mission Support; highlighting Problems, Issues, Trend&Analysis, Risks&recommended Solutions. Reporting monthly to the NIMSC Land&Air Business Unit, Senior Service Delivery Manager, Allied Operations&Missions Team Lead, opportunities for process improvements&synergies. Strategic partnerships&effective customer relationship management to be fostered&built within NCI Agency, other NATO entities, Commercial&Industry partners. Tracking&Documenting upon a daily basis, any Customer Engagements. Updating NIMSC SharePoint Portal upon a weekly basis, with any Customer Engagements Outcomes&recommendations. Delivering a monthly written Customer Engagement Report, detailing Customer Engagements&Outcomes; highlighting Problems, Issues, Trend&Analysis, Risks&recommended Solutions. Reporting monthly to the Land&Air Business Unit, Senior Service Delivery Manager, Allied Operations&Missions Team Lead, the status of all related supporting service, mission&project 5 year Obsolescence plans. Requirement Shall have a proven record in Service Management, within the NATO and Commercial environments. Shall have a proven record in Customer Relationship Management, and ability to communicate effectively with NATO civilian staff, Military staff and Commercial Partner staff, at all levels.At least 3 years' prior NATO experience (in particular with NCI Agency). Shall have a thorough understanding of NCI Agency C2 structure and service lines/ centers. Shall have a Bachelor degree and Bachelor level education. Shall have a thorough understanding of ITIL® methodology. Shall have a thorough understanding of Project Management methodology.Shall have a thorough understanding NCIA Service Now tool set. Shall have a thorough understanding NCIA EBA tool set. Shall have a thorough understanding NCIA ITSM tool set. Shall have a thorough understanding of NATO Allied Operations and Mission processes and procedures. Shall have a thorough understanding of NATO CIS processes and procedures.Shall have a thorough understanding of OLA and SLA processes and procedures. Shall have a thorough understanding of Risk Management techniques when applied in a commercial environment. Shall be conversant with Microsoft Office tool set. Shall have excellent communication, written and verbal in English.

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