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CSU Engineer (Information Systems)

Job Title: CSU Engineer (Information Systems)
Contract Type: Contract
Location: England, England
Salary: Up to £310 per day
Start Date: August
Duration: 4 Months
REF: LK-CSUENG-0719_1562938577
Contact Name: Lee Kelly
Contact Email:
Job Published: 11 months ago

Job Description

NATO CSU Engineer (Information Systems)

Location: Mons, Belgium

Rate: Up to £310 per day (Outside IR35)

Clearance required: Minimum UK SC


Under the direction Section Head, Customer Relations Management, the incumbent will perform duties such as the following:

  • Assists Section Head in all aspects of Customer Relationship Management and provides advice on engagement with current and potential NCI Agency customers;
  • Engages with customers and the office of the Chief Operating Officer (COO);
  • Captures customer requirements, creates corresponding service level requirements and initiates the required staffing;
  • Analyses requirements, plans, designs, and their associated risks to advise on solutions and mitigations;
  • Supports the lifecycle development and management of Service Level Agreements, further enhancing plans, and supports implementations against available resources and quality targets;
  • Establishes procedures for monitoring actual performance against agreed service levels and contractual obligations, and reports the findings;
  • Advises on and assists in development of local standards, methods and tools;
  • Collects, monitors and reports Key Performance Indicators (KPIs) and other service quality criteria;
  • Investigates, defines and resolves complex issues or recommends mitigation activities to overcome breaches of Service Levels;
  • Responsible for capturing, analysing, diagnosing and reporting customer complaints and compliments;
  • Conducts service reviews, identifies improvement opportunities and instigates improvements within an overall service improvement plan (SIP);
  • Engages in Agency service performance management, quality control, and quality of service reporting program. Ensures appropriate and corrective activities are taken to meet defined Service Levels;
  • Stays abreast of developments in Service Management methodologies, tools and technology relevant to the area of work;
  • Plans and schedules own work with limited supervision by mostly applying personal initiative;
  • Deputizes for higher grade staff, if required;

Experience and Education

  • A BA in Business Administration or BSc in Information Systems (i.e. a Management degree at a nationally recognised/certified University and 4 years post related experience; or exceptionally, the lack of a university/college 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)
  • Working experience in data analytics, MS Excel pivot tables, and graphical representation of business data;
  • Experience in the preparation of correspondence, proofreading material for accuracy, compiling material for publication and performing other related administrative duties;
  • Proven ability to effectively communicate orally and in writing, with good communication skills.

Desirable Experience and Education:

  • ITIL Foundation Certification
  • Minimum of 6 years prior experience managing service level agreements (SLAs)
  • Prior experience working in an international environment comprising both military and civilian elements
  • Knowledge of NATO responsibilities and organisation, including ACO and ACT.

Project People is acting as an Employment Business in relation to this vacancy.