Service Delivery Manager Support

Há 1 mês


Oeiras, Portugal inSync Staffing Tempo inteiro

The Service Delivery Manager Support role for Complementary Learning Opportunities (CLO) at NATO’s NCI Academy in Oeiras, Portugal, entails a robust combination of service management, customer engagement, business intelligence, and process improvement. This role requires experience in service delivery within a training environment, proficiency in project management, and strong customer relationship skills.

Key Duties
  • Service Delivery Management: Oversee CLO services, manage resources, supervise delivery, and ensure alignment with the budget.
  • Process Improvement: Map processes, propose optimizations, and support CLO service standardization and product transition.
  • Customer Engagement: Develop customer personas, manage relationships, handle communications, and contribute to customer journey mapping.
  • Administration & Reporting: Manage Purchase Requisitions, process SNOW requests, and produce reports for dashboards.
  • Knowledge Sharing: Act as a central knowledge resource for other Service Delivery Managers.
  • Documentation: Create instructional materials for CLO services and maintain relevance of customer-facing content.
Essential Requirements
  • Security Clearance: NATO SECRET clearance.
  • Experience: 2+ years in project/service management within training environments, or 6+ years without a degree.
  • Project Management Certification: PRINCE2 or PMP preferred.
  • Technical Skills: Strong proficiency in Microsoft Office (especially Excel), and PowerBI for business intelligence.
  • Language: Advanced English skills (NATO STANAG 6001 Level 3 or CEFR C1).
Desired Qualifications
  • NATO Agency Experience: Prior experience with NATO operations, processes, or working with both military and civilian teams.
  • Tools: Familiarity with ServiceNow, JIRA, MS VISIO, and the NCI Training Management System.
  • Methodologies: Lean 6 Sigma, Design Thinking, and Business Relationship Management.
Contract & Application Details
  • Location: NCI Academy, Oeiras, Portugal


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