You have done ITIL by the book. When did you last get to rewrite the book?
Most service delivery roles hand you someone else's service model and ask you to keep the lights on. This one hands you the model itself. You review it, you redesign it, and you own what replaces it.
What you would actually own
You would run a portfolio of CIS services against their SLAs, working directly with the support and sustainment centre. You would own configuration management end to end, control the annual service budget, and assess the manpower and O&M requirements behind it. You would run the risk assessments that catch obsolescence before it bites, and when the answer is a new project, you would start it.
What you would change
Continuous Service Improvement here is not a box on a form. You would analyse incidents, requests and changes weekly, monthly and quarterly, then act on what the numbers tell you. Where a service model is tired, you would rebuild it, and the documentation with it, for the customers, engineers and trainers who rely on it.
What you will need
Real service delivery management behind you. ITIL Foundation plus Intermediate (Service Design, Service Transition, Service Operation, Service Strategy or Continual Service Improvement, or the current equivalents). A degree with five years after it. No degree but ten years of doing exactly this? That counts too.
Where
On site in Braine-l'Alleud, just south of Brussels, embedded with the NATO teams you are supporting. Contract engagement, with occasional travel to other sites in Belgium two to three times a month.
What next
Your CV probably is not up to date. You are employed, so why would it be. Send whatever you have, or simply message me and tell me what you are running today. Everyone who writes gets an answer.
Service Delivery Manager (CIS) for NATO with security clearance • Braine-l'Alleud, Wallonia, Belgium
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