Service Delivery Manager Support
Há 1 mês
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.
- 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).
- 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.
- Location: NCI Academy, Oeiras, Portugal
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