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Manager, Service Delivery
2020-12-22 18:12:42| Space-careers.com Jobs RSS
ROLE DESCRIPTION SUMMARY The position is responsible for the successful implementation and project management tasks during the operational phase of larger projects andor programs. The incumbent will act as operational expert and contact point for all aspects on the delivery of the assigned projects and services as well as other various activities related to the capacity management and service delivery, while managing project teams of LuxGovSat internal people andor external contractors. Based at the NATO main operating base in Sigonella, Sicily, the position will mainly support the NATO AGS service delivery task for LuxGovSat. PRIMARY RESPONSIBILITIES KEY RESULT AREAS Provide guidance on current and future requirements and strategic direction for the provision of managed services and systems to implement and enhance LGS customer service Formulate long term strategic guidelines for implementing, evolving and improving LGS capability for managed services Support the supplier selection process, manage the configuration, upgrade and critical operational data necessary to maintain high availability of the managed services Participate in vendor meetings and negotiations, related to system and service development, upgrade, operations and maintenance Liaise with Engineering departments for the specification, design, development, testing and acceptance of new hardware and software systems Manage the servicelevel activities from the platform and other operational support systems Ensure the availability and preparedness of the LGS systems and all associated systems, data and documentation, to support the 247 operations when required Be accountable for the direct delivery of the LGS service capability to speed the resolution of impairmentsfaults which may be impacting customer services Undertake timely and unsupervised judgments involving highly complex facts, situations which require analysis and interpretation, and comparison of a wide range of options, to find solutions to rapidly resolve cases of Service delivery impairments Support the development of training material and operating procedures Create reports and statistics as required on system events, activities, performance, usage of the systems, and customerspecific problems manage the storage and retrieval of specialized data to support analysis of all events Ensure security and proper use of confidential data, either internally provided or from external agencies and companies, which is required for the support for LGS Provide oncall support in order to assist with resolution of urgent Service delivery events impacting customer services Present complex information at international conferences, as a trusted representative of LGS Prepare projects reporting documentation and presentations with the support of Project Managers Support Service Delivery management ServicesCapacity Planning ServicesCapacity Engagement ServicesCapacity Access Coordination ServicesCapacity Monitoring and Control COMPETENCIES Strong aptitude for a Service Manager endtoend systems approach for the implementation as well as problem solving, and good analytical skills Excellent written and oral communication skills to technical and nontechnical audiences Proactive approach towards existing and potential customers Excellent organizational skills with the ability to multitask and take initiative Ability to work both in a team and independently as required Flexibility and stress resistance Ability to work under pressure and meet tight deadlines Selfmotivation, attention to detail and accuracy Fluency in English and any other languages will be considered as an asset QUALIFICATIONS EXPERIENCE Bachelors or Masters Degree in RF, Electronics, Telecommunications Engineering, Information Technology or equivalent Minimum of five years experience in the Satellite Telecommunications or Data Communications Industry, ideally in connection with governments or public institutions Very good knowledge of the satellite technologies and satellitebased communication Experience in service delivery, project andor programme management Experience in operating a large spectrum of products and services hardware, systems integration, support services, etc. Existing experience or relationships into the defence market on national or panregional levels Awareness of the governmental and institutional environment dynamics OTHER KEY REQUIREMENTS COMMENTS Accurate reporting Ensure LuxGovSat is delivering the best service delivery performance Understanding of the unique demands of working within the Governmental institutional area NATOEU Secret clearance are mandatory Willingness to travel internationally Apply HERE
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manager
delivery
service delivery
Category:Transportation and Logistics