About this job

Sapienza Consulting, a tpgroup company, is recruiting a Service Delivery Analyst to join NATO – NCIA in Mons, Wallonia, Belgium.

Responsibilities

• Reporting ongoing day to day execution of operational activities against agreed levels of services
• Preparation, delivery and representation of executive service level reports
• Preparation, delivery and representation of operational level reports
• Coordination and review of updates on SLA performance, cost and measurement based on service delivery controls and targets achievement as agreed in the Service Delivery Plan
• Managing professional customer relationships in support of SLA commitments and Agency’s delivery capacity
• Gathering and communicating bi-directional customer + internal feedback and initiate improvement actions on reports, measurement methods, processes and tools
• Advising Account Management in accelerating opportunities forward through analysis
• Building connections between the outputs of one SMC process and the inputs to another in order to continually improve delivery execution
• Proactively managing business controls and bridging gaps between Service Lines teams and drive rapid recovery during incidents
• Responsible for the implementation of the SMC model in the given SLA/PoW as agreed with the Customer
• Managing the SLM module in ITSM tool in close cooperation with ITSM developers
• Requirement management for automated reports
• Testing and verification of datasets and automated reports related to KPI reporting
• Performing similar range of duties when assigned

Profile

• Required Security Clearance: NATO Secret
• Mandatory Experience and Education:
• A university degree in a relevant scientific or engineering discipline equivalent to a BSc or 5 years of relevant experience
• Sound knowledge of Service Design, Transition and Operation processes with proved experience on one of these processes
• Sound knowledge, or experience, on Projects / Programmes / Services management best practices from a lifecycle approach
• Excellent communication
• Proven ability to effectively communicate orally and in writing, with good briefing skills
• Advanced organizational skills and analytical approach to problem solving
• ITIL v3 or higher Certificate
• Experience in customer relationship management longer than 2 years
• Experience in executive level business reporting longer than 2 years
• Experience in resource and team management
• Extensive knowledge of Service Level Management
• Extensive knowledge and experience in designing KPIs and KQIs, designing in SLA reports and presentation of reports on executive level
• Knowledge and experience in BMC Remedy ticketing system and SLM module