C003883 Principal Technician (Service Level Management) (NS) - WED 18 Dec

Description

Deadline Date:

Requirement:

Location:

Full Time On-Site:

Required Security Clearance:

Duties and Role:  

• Contributes to the development of continuity management plans.
• Identifies information and communication systems that support critical business processes.
• Coordinates the business impact analysis and the assessment of risks.
• Coordinates the planning, designing, and testing of contingency plans.

• Monitors service delivery performance metrics.
• Liaises with stakeholders to help them plan for a deterioration in service and/or breaches of service level agreements.

• Analyses service and component availability, reliability, maintainability and serviceability.
• Contributes to the availability management process and its operation.
• Performs defined availability management tasks.
• Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels.
• Implements arrangements for disaster recovery and documents recovery procedures.
• Conducts testing of recovery procedures.

• Monitors service component capacity and initiates actions to resolve any shortfalls according to agreed procedures.
• Applies techniques to control the demand upon a particular resource or service.
• Contributes to capacity modelling and planning.
• Supports the design of service component capacity.

• Sources and collects contract performance data (such as pricing and supply chain costs), and monitors performance against key performance indicators.
• Monitors progress against business objectives specified in the business case.
• Proactively manages risk and reward mechanisms in the contract.
• Identifies and reports under-performance and develops opportunities for improvement.
• Monitors compliance with terms and conditions and takes appropriate steps to address non-compliance.
• Identifies where change is required, and plans for variations.
• Ensures, in consultation with stakeholders, that change management protocols are implemented.

• Responds to common requests for service by providing information to enable fulfilment.
• Promptly allocates unresolved calls as appropriate.
• Maintains records, informs users about the process and advises relevant persons of actions taken.

Requirements

Skill, Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• Higher vocational training in a relevant discipline with 3 years post-related experience. Or a secondary educational qualification with 5 years post-related experience.
• 3 years' experience working in a Service Management environment;
• Working knowledge of Service Level Management with experience of executing corporate wide SLM process;
• Experience of both the introduction of new Service Level Management process ability to deliver the key Outputs (SLA/OLA Documents), Reports and Service Improvement Plans;
• Experience in Requirements Identification, Analysis and Validation;
• Sound technical knowledge related to CIS (end-user equipment, operation systems and wide/local area networks).
• ITIL Certificate or proven knowledge of ITIL processes and practices.

• Experience of working in a customer funded organization;
• Prior experience of working in an international environment comprising both military and civilian elements;
• Knowledge of NATO responsibilities and organization, including ACO and ACT.
• Proficient in the use of data management and IT service management tools.