AISB-261 - Service Delivery Manager Support

ABAKUS IT SOLUTIONS is looking for a dedicated and dynamic Service Delivery Manager Support to join our team and help us maintain our high standards of customer service and project management. As a Service Delivery Manager Support, you will be responsible for overseeing service delivery, ensuring compliance with all service level agreements (SLAs), and maintaining strong relationships with stakeholders. This role requires a proactive individual with excellent communication skills and a solid background in project and service management.

Main Responsibilities:

Customer Service and Support:

• Act as first-line customer support/helpdesk.
• Manage the shared mailbox, sort emails, and respond promptly.
• Assign tasks to team members as needed and ensure timely follow-up.

Stakeholder Engagement:

• Develop and maintain strong relationships with stakeholders.
• Serve as the main point of contact.
• Contribute to engagement activities such as conferences, workshops, and meetings.
• Develop and maintain personas and stakeholder journey mapping.

Service Delivery Management:

• Support daily processing of the EBA, including purchase and travel requests.
• Monitor downloads and budget execution.
• Produce and generate reports, support the creation and maintenance of dashboards.
• Participate in weekly service delivery coordination meetings and daily update meetings.
  
  

Data Accuracy and Control:

• Regularly verify data accuracy in the training management system.
• Take corrective actions in case of data inaccuracies or tool malfunctions.

Continuous Improvement:

• Research and propose improvements for the efficiency and effectiveness of service delivery.
• Support standardization and automation initiatives.

Required Qualifications:

• A NATO SECRET security clearance.
• A bachelor's degree in a relevant field is required, with at least 2 years of experience, or over 6 years of relevant experience without a degree.
• Proven experience in service or project management, preferably in a training environment.
• A recognized project management certification, such as PRINCE2 or PMP, is required, although equivalent experience may also be considered.
• Proficiency in English, both written and spoken—an equivalent C1/Advanced level according to the Common European Framework of Reference for Languages.
• Excellent skills in Microsoft Office, especially advanced Excel.
• Strong analytical skills and experience with business intelligence tools like PowerBI.
• Excellent communication and relationship management skills.
• Experience in Agile project management and business development.
• Experience working with NATO agencies or in an international environment is highly desirable.
• Knowledge of NCI agency processes and tools, such as ServiceNow, EBA, and TMS.
• Familiarity with Lean Six Sigma principles and design thinking is a plus.

Why Join Us?

At ABAKUS IT SOLUTIONS, we value innovation, teamwork, and commitment to excellence. We offer a dynamic work environment, opportunities for professional development, and the chance to make a significant impact in the IT services sector. 

Join our team at ABAKUS IT SOLUTIONS as a Service Delivery Manager Support and take the lead in delivering exceptional customer support while fostering a culture of continuous improvement. Apply today to make a real impact!