IT Service Management Expert

EXPERIENCE AND EDUCATION:

Essential Qualifications/Experience:

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

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

· 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

· 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

· Understanding of IT Service Management tools and platforms.

· Proficiency in using the Microsoft Office suite

· Possess the following minimum levels of NATO’s official languages (English/French): V (“Advanced”) in one and II (“Elementary”) in the other

· Leading a NATO Enterprise ITSM Maturity Assessment project:

ü 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

ü Oversee development and implementation of a structured assessment framework to identify strengths, weaknesses and areas for improvement

ü Engage with key stakeholders to gather insights and feedback on service performance and maturity

ü Prepare detailed reports and presentations to communicate findings and recommendations to senior management

ü Develop and monitor action plans to address identified gaps and track progress over time

· Supporting the coordination Process of the NATO Enterprise IT Service Strategy:

ü Review and analyze feedback and comments from various stakeholders on the proposed IT Service Strategy

ü Organize and lead clarification meetings to address stakeholder concerns and ensure alignment with strategic objectives

ü Collaborate with cross-functional teams to incorporate feedback and update the IT Service Strategy document

ü Ensure that the revised strategy is communicated effectively to all relevant parties and is aligned with the organization's goals

ü Monitor the implementation of the updated strategy and provide ongoing support to ensure its success

· Supporting the coordination Process of the IT Service Management Strategy:

ü Review and evaluate stakeholder feedback on the proposed IT Service Management Strategy

ü Facilitate discussions and clarification meetings to resolve any ambiguities and align stakeholder expectations

ü Work closely with IT and business teams to integrate feedback and update the strategy document accordingly

ü Ensure that the updated IT Service Management Strategy is communicated clearly and adopted across the organization

ü Track the implementation of the strategy and provide continuous support to ensure it meets its objectives

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

ü Develop a comprehensive Service Transition Directive to guide the smooth transition of IT services from development to operation

ü Engage with key stakeholders to gather requirements and ensure the directive addresses all critical aspects of service transition

ü Coordinate the review and feedback process, leading meetings to clarify and resolve any issues

ü Update the directive based on stakeholder input and ensure it aligns with organizational policies and standards

ü Oversee the implementation of the directive, providing guidance and support to ensure successful transitions

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

ü Conduct a thorough review of the existing draft Service Performance Measurement Framework to assess its effectiveness

ü Engage with stakeholders to gather feedback and identify areas for improvement

ü Lead the coordination process to update the framework, ensuring it reflects current best practices and organizational goals

ü Facilitate meetings to clarify feedback and ensure stakeholder alignment

ü Implement the revised framework and monitor its effectiveness, providing ongoing support and adjustments as needed

· Other duties as assigned