2714 IT Service Management Expert

• Policy Development
• IT Governance
• IT Service Management

Profile Description Summary: OCIO is looking for an experienced IT Service Management professional with expertise in policy development for IT Governance/IT Service Management. Skilled in writing policies, processes and reviewing deliverables.

Duties and Role:
The consultant will support one or more of the following initiatives:
1.Leading a NATO Enterprise ITSM Maturity Assessment project:

• Lead a comprehensive evaluation of the current maturity levels of the IT Service Management processes within the Enterprise, providing direction to an external consulting firm.
• Oversee development and implementation of a structured assessment framework to identify strengths, weaknesses and areas for improvement.
• Engage with key stakeholders to gather insights and feedback on service performance and maturity.
• Prepare detailed reports and presentations to communicate findings and recommendations to senior management.
• Develop and monitor action plans to address identified gaps and track progress over time.

2.Supporting the coordination Process of the NATO Enterprise IT Service Strategy:

• Review and analyze feedback and comments from various stakeholders on the proposed IT Service Strategy.
• Organize and lead clarification meetings to address stakeholder concerns and ensure alignment with strategic objectives.
• Collaborate with cross-functional teams to incorporate feedback and update the IT Service Strategy document.
• Ensure that the revised strategy is communicated effectively to all relevant parties and is aligned with the organization's goals.
• Monitor the implementation of the updated strategy and provide ongoing support to ensure its success.

3.Supporting the coordination Process of the IT Service Management Strategy:

• Review and evaluate stakeholder feedback on the proposed IT Service Management Strategy.
• Facilitate discussions and clarification meetings to resolve any ambiguities and align stakeholder expectations.
• Work closely with IT and business teams to integrate feedback and update the strategy document accordingly.
• Ensure that the updated IT Service Management Strategy is communicated clearly and adopted across the organization.
• Track the implementation of the strategy and provide continuous support to ensure it meets its objectives.

4.Drafting a NATO Enterprise Service Transition Directive and orchestrating the coordination process:

• Develop a comprehensive Service Transition Directive to guide the smooth transition of IT services from development to operation.
• Engage with key stakeholders to gather requirements and ensure the directive addresses all critical aspects of service transition.
• Coordinate the review and feedback process, leading meetings to clarify and resolve any issues.
• Update the directive based on stakeholder input and ensure it aligns with organizational policies and standards.
• Oversee the implementation of the directive, providing guidance and support to ensure successful transitions.

5.Reviewing and updating a Service Performance Measurement Framework and orchestrating the coordination process:

• Conduct a thorough review of the existing draft Service Performance Measurement Framework to assess its effectiveness.
• Engage with stakeholders to gather feedback and identify areas for improvement.
• Lead the coordination process to update the framework, ensuring it reflects current best practices and organizational goals.
• Facilitate meetings to clarify feedback and ensure stakeholder alignment.
• Implement the revised framework and monitor its effectiveness, providing ongoing support and adjustments as needed.

6.Other duties as assigned.

Timelines:

• The services of the consultant are required for the period starting 15 May 2025 until 31 December 2025.
• Possible extension of contract in 2026 and 2027. Future contract extensions are subject to performance of the contractor, budget availability and related NATO regulations.

Travel:
Occasional business travel may be required. Travel expenses will be reimbursed.

Deliverables:
All documentation and activities linked to the scope of work and the domains of activities described above. Including, but not limited to:
1.Comprehensive evaluation and structured assessment framework for IT Service Management maturity, with detailed reports and action plans.
2.Updated IT Service Strategy, incorporating stakeholder feedback and ensuring alignment with organizational goals.
3.Revised IT Service Management Strategy, integrating feedback and ensuring clear communication and adoption.
4.Service Transition Directive, guiding smooth IT service transitions, with stakeholder engagement and implementation oversight.
5.Updated Service Performance Measurement Framework ,reflecting best practices and organizational goals, with continuous support and monitoring.

Requirements
1.Educational Background:

• Bachelor's or Master's degree in Information Technology, Computer Science, Engineering, Business Administration or a related field.

2.Professional Experience:

• Experience in managing IT Services (as a Service Manager) or experience within a "Service Management Office" or experience as a consultant for IT Governance/IT Service Management
• Experience in drafting or managing Service Level Agreements, Service Levels (KPIs) and Service Level Targets
• Experience in drafting IT Service Management process documentation (e.g. Policies, Directives, Standard Operating Procedures, Service Delivery Plans or similar documents)
• Experience in overseeing the performance and reviewing the deliverables of an external supplier
• Experience in building consensus among stakeholders
• Experience in building lasting professional relationships with customers and stakeholders in general
• Experience in interacting with Senior Users or Senior Managers and deliver presentations.

3.Certifications:

• ITIL v4 Practice Manager or ITIL v4 Managing Professional or ITIL v3 Intermediate Service Operation or ITIL v3 Intermediate Service Transition

4.Technical knowledge:

• Extensive knowledge of IT Service Management processes, in particular related to Service Strategy, Service Operation and Service Transition

-Extensive knowledge of Service Level measurement(Service Levels - KPIs - and Service Level Targets)

• Competent knowledge of Requirements Engineering
• Competent knowledge of Project Management

5.Technical Skills:

• Understanding of IT Service Management tools and platforms.
• Proficiency in using the Microsoft Office suite.

6.Analytical Skills:

• Ability to analyze and interpret data to drive decision-making and improvements in service performance.
• Strong problem-solving skills and attention to detail.

7.Communication and Coordination Skills:

• Excellent written and verbal communication skills.
• Experience leading meetings, facilitating discussions and managing stakeholder expectations.
• Ability to coordinate and collaborate with cross-functional teams.
• Possess the following minimum levels of NATO’s official languages (English/French): V (“Advanced”) in one and II (“Elementary”) in the other.

8.Documentation and Reporting:

• Experience in drafting clear and concise directives, policies and strategic documents, in particular related to IT Service Management.
• Ability to review and update documentation accurately and efficiently.

9.Soft Skills:

• Empathy and listening skills.
• Strong organizational and time management skills.
• Ability to work in autonomy.
• Adaptability and ability to work in a dynamic, fast-paced environment.
• Leadership skills to guide and motivate team members.

10.Additional Qualities:

• A proactive approach to identifying and addressing potential issues.
• Experience within NATO or an international organization.
• The contractor must be in possession or capable of possessing a security clearance at NATO SECRET level.