C004626, Service Manager

Duties & Role

• Manage Deployable CIS (DCIS) infrastructure as a service, ensuring system readiness in line with Service Level Agreements (SLAs).

• Coordinate engineering support delivery with NCI Agency Business Areas and the CIS Support and Sustainment Centre (CSSC).

• Provide support to exercises, operations, and operational planning events.

• Manage security accreditation renewals for all DCIS systems.

• Oversee the DCIS Configuration Management Process, ensuring asset traceability and known configuration states.

• Conduct periodic risk and obsolescence assessments and initiate NSIP projects when required.

• Develop and manage Change Management plans, including configuration baseline uplifts to meet evolving operational needs.

• Support development of the annual O&M budget, including financial planning and execution oversight.

• Ensure system documentation (operations, maintenance, training) remains current.

• Manage spare parts lists and availability in coordination with stakeholders.

• Manage contractor support resources and acceptance of contractor services.

• Contribute to quarterly SLA reports and SLA change management processes.

• Assess manpower and O&M budget requirements.

• Support project managers through development, delivery, and transition into service.

• Manage transition into service of new systems and capabilities for operational users.

• Manage integration of DCIS with non-CIS systems and infrastructure projects.

• Sponsor DCIS training courses delivered by the NCI Agency Academy.

• Participate in technical inspections and Joint Final Acceptance Inspections (JFAIs), including follow-up actions.

• Deputize for higher-grade staff when required.

• Perform other duties as required.

Mandatory Requirements

Education & Experience

• Bachelor’s degree in a related discipline plus 2 years relevant post-graduate experience;
  or

• Minimum 6 years of extensive, progressive experience in relevant duties (in lieu of degree).

Professional Certifications

• ITIL Foundation plus ITIL Intermediate certification (Service Design/PPO, Service Transition/RCV, Service Operation/OSA, Service Strategy/SOA, or CSI – or latest equivalents).

Professional Experience

• Proven experience in IT service engineering, planning, operations, maintenance, and management.

• Demonstrated experience as a line manager, including motivating and mentoring staff.

• Strong experience in Configuration Management and Change Management processes and tools.

• Experience in roles requiring business and managerial skills, including:

  • Contingency planning and implementation

  • Budget planning, preparation, and execution

  • Managing small-scale CIS service projects (e.g., network monitoring and performance management)

  • Leading and mentoring technical teams

• Strong report writing and presentation skills.

Desirable Qualifications & Experience

• ITIL Expert / Managing Professional

• PRINCE2 Foundation or PMI PMP

• MSP Foundation

• Management of Risk (MoR) Foundation

• Evidence of continuous professional development in IT

• Proven success as an operational technical team lead and service manager

• Familiarity with military telecommunications and information systems (VLF to Satellite EHF)