[3014] Manager - Maintenance & Lifecycle Management

Duration: Long-term
Start date: Jan 2023
Pay rate: Negotiable
Location: Braine - l'Alleud, Belgium
Clearance: NATO Secret

• Experience and Education:
- A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 3 years post-related experience. Or exceptionally, the lack of University degree may be compensated by the demonstration of a candidate's particular abilities or experience that is/are of interest to NCI Agency, that is at least 10 years extensive and progressive expertise in duties related to the function of the post.
- 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; - Ability to work in a hybrid and multi-cultural environment with cross functional teams, manage the services and teams also working remotely, manage multiple tasks and projects in a fastmoving environment;

• Desirable Experience and Education:
- 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;


- Under the direction of the Service Area Owner (SAO) of Workspace Services and in close collaboration with the Service Delivery Managers responsible the overall Service Delivery of the area, the incumbent leads the "Maintenance & Lifecycle Management" area and is accountable to ensure services business continuity, IPC (Incident, Problem and Change Management), preventive maintenance and lifecycle management of all services within the Workspace area.
- The incumbent is also responsible for all the Workspace Services throughout their entire Service lifecycle, in order to fulfil the agreements established with the customers (SLAs/OLAs), regardless of where the technology components, processes or professional capabilities reside. This includes the synchronization of resources that support the Services including resources that are located out of the incumbent organizational control. The incumbent is also responsible for Continual Service Improvement (CSI) and the management of change affecting the Services under his care and is a primary stakeholder in all of the underlying IT processes which enable or support the Service they own.
- The incumbent will perform duties such as the following: - Service design:
• Provides expert advice throughout all phases of developments of new Services, from planning to execution;
• -
• Participates and overarches the content-focused collaboration solutions design & architecture;
- - Software development and management:
• Meets with the user community and participates to requirements elicitation sessions;
- • Oversees Workspace Services development, turning requirements into Service enhancements;
- - Release management
• Authorizes the new "release packages" of the Services to start the Change enablement process;
- - Deployment management
• Plans and coordinates installation, upgrades, configuration and migration activities for existing and new Services;
- Supports the transition of "Service changes" into Service operation; "Service changes" could originate from projects that instantiate/significantly enhance the Services or from changes or Duties & Role: minor enhancements to the Services.
- - Incident management:
• Coordinates and monitors the 2nd / 3rd levels of support for Incident Management: further investigation, analysis, detailed problem diagnosis/resolution and follow-up to resolution of the Incident and participating in reviews, walkthroughs and audits, with an ability to set priorities without requiring direction;
- • Serving as the first point of escalation (notification) for major incidents relating to the Services;
- - Service request management
• Coordinates and monitors the Service Requests fulfilment process, in order to implement pre-defined and pre-authorized changes to the Services;
- - Problem management
• Participates to Problem Management, in order to identify and remove the root-causes of Incidents;
- - Relationship management
• Represents the Services across the organization and across the customer base;
- - Change enablement
• Coordinates the Change Enablement and the Release & Deployment processes for his Services;
• 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
• Defines and reports Key Performance Indicators (KPI) and associated metrics for his Services;
• Proactively monitors the Services in order to identify issues and take advance action to prevent issues becoming Incidents;
- - Service asset and configuration management
• 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);

Jamie Myers
+44 203 154 5031