NCSC Service Operations Manager

THE OPPORTUNITY  

We are actively seeking a highly personable NCSC Service Operations Manager. The ideal person for this role will have experience supporting NATO, the MoD, civil service, the wider armed forces or a defence organisation. Sound like a great fit?

THE ROLE

Your daily role responsibilities will be as follows:

• Management of the NCSC Service Desk and underpinning processes, Event Management, Incident Management, Problem
  Management, Request Fulfilment and Access Management, Business Transformation and Transitioning improved ways of
  working. 
• Migrate the legacy NCSC Service Desk from Footprints and transition on to ITSM Tool. 
• Maturing and developing associated processes, working practices and documentation to include, but not limited to:
  - NCSC Routine & Preventative Maintenance Plan.
  - NCSC Event Management Strategy.
  - NCSC Incident Management Strategy.
  - NCSC Problem Management Strategy.
  - NCSC Access Management Strategy.
  - NCSC Request Fulfilment Strategy.
  - NCSC Operating Maintenance Manuals and Procedures.
  - NCSC IT (Service) Continuity Plan.
  - NCSC Patching Strategy. 
• The SOM has responsibility for introducing a mechanism to ensure all NCSC Maintenance documentation is fit for purpose, current and continuously maintained. 
• Maintains currency with industry standards and best practice, developing training and development plans to accommodate
  evolving technology and business needs. 
• Develop and maintain Service Desk continuity plans and for the service and test annually. 
• Matrix resource management and task allocation. 
• Provision of Subject Matter Expertise (SME) to support the continual availability and improvement of NATOs global Cyber
  Defence systems together with NATO matrix managed Cyber Security Operations and Maintenance team. 
• Oversee the technical support desk to ensure they are monitoring, troubleshooting and resolving complex technical infrastructure and system problems and carrying out system upgrades. 
• Plan and monitor system maintenance tasks in coordination with all relevant stakeholders, producing regular reports and attending and contributing to coordination and progress meetings. 
• Work proactively with other cyber security specialists and engineers to facilitate the optimisation and improvement of the
  suite of NCIRC system and security devices. 
• Ensure that configuration, administration and optimisation of system support, network and service management applications are undertaken. 
• Collect operational performance data and perform analysis, drawing conclusions from data and recommending courses of
  action. 
• Produce a suite of appropriate reporting deliverable for all stakeholders. 
• Ensure adherence and alignment to Service Management framework processes and procedures (e.g.ESDM, ITIL) recommend and introduce optimisations and improvements where identified and champion industry standards and best practice. 
• Ensure systems engineering artefacts, including technical authoring of documentation to support the operations and
  maintenance of system solutions, are developed and maintained. 
• Develop the vision, strategy and roadmap for the Service Desk and the delivery of Service Operations introducing, process
  improvements, standardisation, day-to-day efficiencies, tool development and improvements to monitoring, reporting and trend analysis capabilities. 
• Team development and training initiatives. 
• Matrix management responsibilities of the Service Operations.

REQUIRED QUALIFICATIONS  

Passionate about this opportunity? Here are the basic qualifications we are looking for:

• A university degree at a nationally recognized / certified University in a technical subject with substantial Information Technology (IT) content and 5 years in the administration and operation of a distributed information system
• Demonstrable experience of managing and provisioning live operational services
• Understanding of administration and operation of network and service management applications
• Experience in collection, analysis and reporting of operational performance data
• Experience in investigating and analysing complex scenarios and solving problems in innovative ways
• Knowledge of technical operations and maintenance documentation
• Excellent communication skills, both written and verbal, with the ability to clearly and successfully articulate complex issues to a
  variety of audiences, stakeholders and teams 
• ITIL Service Management qualification
• Experience of delivering live operational services
• Experience of successfully managing technical teams
• Experience of successfully implementing Business Transformation in an operational environment
• NATO Secret Security Clearance or national equivalent
• National of one of the NATO nations 
• Right to live and work in duty location unencumbered

THE COMPANY

MCR is the trusted leader in integrated program management solutions. We have long provided solutions across the defence community and have an enviable reputation of delivery. For more information about MCR, LLC career opportunities, please visit  www.mcri.com Do you have previous experience in supporting customers within a helpdesk environment? Are you looking to play a meaningful role in a creative environment? If so, we are searching for someone like you to join our team of experts supporting NATO.

EQUAL OPPORTUNITY EMPLOYER  

MCR, LLC is an equal opportunity/affirmative action employer. All applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, colour, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. 

If you are passionate about a future at MCR and wish to learn more about current opportunities, please visit www.mcri.com.