North Atlantic Treaty Organization (NATO)

Staff Officer (Service Level Agreement)

North Atlantic Treaty Organization (NATO)

Job Description

Principal Duties The incumbent's duties are: 1. Responsible for defining, developing, coordinating, monitoring compliance and management of the SLA between LANDCOM and the CIS service provider. 2. Responsible for negotiating and reviewing the SLA with the local CIS provider and preparation of requests for the revision of SLAs based on new requirements, in accordance with guidance provided by ACOS G6. 3. Actively participates in the negotiating and contracting process of commercial SLAs and the periodic reviews of these SLAs. 4. Primary LANDCOM interface with the static HQ CIS service provider for SLA status and quality of service provided. 5. Coordination of customer related Service Level Management of CIS services to the static HQ. 6. Responsible for day to day monitoring of CIS systems and services status and coordination of user requirements with the service provider for static headquarters operations. 7. Analyses and assesses the performance of CIS service delivery in compliance with the agreed service levels and Key Quality Indicators of the SLA. 8. Identifies systematic deficiencies and provides inputs and advice for improvements and coordinates corrective actions. 9. Serves as LANDCOM Project Manager for assigned CIS projects related to static HQ operations and service provision. 10.Responsible for managing LANDCOM’s use of Service Desk Express Change Management application. 11.Interfaces with customers on the performance of services agreed analyses of deviation claims and manages escalation strategies. 12.Coordinates and leads periodic meetings between CIS service providers (military and commercial) and customer representatives on all issues affecting service levels to static HQ users. 13.Participates in planning and management of G6 Financial Resources for CIS investment needs and for contingencies. 14.Assists in the preparation of the Mid-Year Review and the annual Budget Estimates. 15.Remains abreast of commercial best practices regarding service provision, specifically Information Technology Implementation Library (ITIL v3) and its applications and limitations in a military environment. 16.Represents LANDCOM at various Bi-Strategic Command and Allied Command Operations (ACO) Service Level Agreement related meetings and conferences, as directed by the Branch Head CIS Enablement Branch and ACOS G6. 17.Functional area funding authority. 18.Functional area decision authority. Special Requirements and Additional Duties The employee may be required to perform a similar range of duties elsewhere within the organisation at the same grade without there being any change to the contract. The incumbent is required to undertake operation deployments and/or TDY assignments both within and without NATO's boundaries up to 30 days. The incumbent is required to undertake operation deployments and/or TDY assignments both within and without NATO's boundaries up to 180 days. The work is normally performed in a Normal NATO office working environment. Normal Working Conditions apply. The risk of injury is categorised as: No Risk Essential Requirements a. Professional/Experience (1) Service level management The planning, implementation, control, review and audit of service provision, to meet customer business requirements. This includes negotiation, implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery and sustainability targets. Skill Level (Enable) Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information. Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions. Experience Minimum three years’ experience related to SLA development, monitoring and management in a large organization. Experience in Analysis and assessment of service provide quality of service versus service levels agreed upon in the SLA. Experience in writing CIS requirements, agreements, procedures and directives. Experience in a CIS service continuity and customer relations in a large organization. Experience in analyzing, assessing and providing advice on CIS systems capability, performance and ability to support a static HQ. Experience in Project Management. Experience in running or supporting a Quality Assurance program. (2) Quality management The application of techniques for monitoring and improvement of quality to any aspect of a function or process. The achievement of, and maintenance of compliance to, national and international standards, as appropriate, and to internal policies, including those relating to sustainability and Security. Skill Level (Enable) Uses quality management models and techniques to identify areas for improvement. Determines corrective action to reduce errors and improve the quality of the system and services. Education/Training University Degree in information technology, information Systems Engineering or related discipline and 2 years function related experience, or Higher Secondary education and  completed advanced vocational training in that discipline leading to a professional qualification or professional accreditation with 4 years post related experience. The additional job specific qualifications and experience is described under Professional/Experience paragraph (4/a). In case of ambiguity the required job specific experience have priority over the standard education and training levels and experience described here. Language English - SLP 3333 - (Listening, Speaking, Reading and Writing) NOTE: The work both oral and written in this post and in this Headquarters as a whole is conducted mainly in English. Please click "Apply Now" button to view job description and further application details.
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