REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE

• A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 3 years post-related experience;
• Or exceptionally, the lack of a university degree may be compensated by the demonstration of a candidate's particular abilities or experience that is/are of interest to NCI Agency, that is, at least 10 years extensive and progressive expertise in duties related to the function of the post;
• A minimum of 3 years of experience in defining, implementing and validating large scale e-mail infrastructure solutions;
• Three years of experience in defining, implementing and validating enterprise class collaboration platforms, such as Microsoft teams, Skype for business or similar;
• Demonstrated knowledge of IT infrastructure and systems, including enterprise-class servers, operating systems and storage;
• Familiarity with virtualization technologies;
• Familiarity with public/private cloud concepts Experience in contracts mainly outsourcing and performance based;
• Proven experience in managing vendor relationships;
• Good written and verbal communication skills, with ability to effectively communicate and display service performance and improvement plans;
• Managerial and supervisory experience;
  Ability to handle and prioritize multiple assignments;
• Ability to navigate, influence and negotiate with all levels of the organization, business partners, customers and users;
• Experience in service level management and continuous service improvement;
• Experience in service catalogue development and improvement;
• Excellent customer relationship management abilities;
• Excellent analytical and listening skills to capture requirements and identify problems and risks;
• Excellent communication skills to be able to explain complex topics to different audience types;
• Strong communication skills and the ability to be concise in both written and verbal communications;
• Working knowledge of ITIL processes and procedures;
• Sound knowledge of Service Level Agreements, Operational Level Agreements and Underpinning Contracts;
• Training/Certifications: ITIL v4 Foundation Education.

Desirable:

• Sound knowledge of Collaboration and Communication toolset, such as instant messaging (chat), presence information and video conferencing;
• Awareness of industry's latest technology trends and applications;
• Sound knowledge of Project Management industry standards;
• Prior experience of working in an international environment compromising both military and civilian elements;
• Knowledge of NATO responsibilities and organization, including ACO and ACT;
• Training/Certifications: Prince2.

Behavioural competencies:

• Focuses on customer needs and satisfaction;
• Sets high standards for quality and quantity;
• Monitors and maintains quality and productivity;
• Works in a systematic, methodical and orderly way;
• Consistently achieves project goals;
• Takes responsibility for actions, projects and people;
• Takes initiative and works under own direction;
• Initiates and generates activity and introduces changes into work processes;
• Makes quick, clear decisions which may include tough choices or considered risks;
• Adapts to changing circumstances;
• Tolerates ambiguity;
• Accepts new ideas and change initiatives;
• Adapts interpersonal style to suit different people or situations;
• Shows an interest in new experiences;
• Accepts and tackles demanding goals with enthusiasm;
• Works hard and puts in longer hours when it is necessary;
• Seeks progression to roles of increased responsibility and influence;
• Identifies own development needs and makes use of developmental or training opportunities.