Norfolk, VA, USA | Salary | Full Time

Principal Technician (Service Level Management)

DEFTEC delivers mission critical solutions through skillfully delivered services and innovative products. We are inspired by the critical missions of our clients, and we are driven to provide the most effective solutions to execute their missions, operational challenges, and requirements. Our dedicated, experienced, and talented employees work closely with our clients to ensure the delivery of exceptional services and products.

JOB RESPONSIBILITIES:

The planning, implementation, control, review and audit of service provision, to meet customer business requirements. This includes negotiation, implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery and sustainability targets.

Continuity management

• Contributes to the development of continuity management plans.

• Identifies information and communication systems that support critical business processes.

• Coordinates the business impact analysis and the assessment of risks.

• Coordinates the planning, designing, and testing of contingency plans.

  Service level management

• Monitors service delivery performance metrics.

• Liaises with stakeholders to help them plan for a deterioration in service and/or breaches of service level agreements.

  Availability management

• Analyses service and component availability, reliability, maintainability and serviceability.

• Contributes to the availability management process and its operation.

• Performs defined availability management tasks.

• Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels.

• Implements arrangements for disaster recovery and documents recovery procedures.

• Conducts testing of recovery procedures.

  Capacity management

• Monitors service component capacity and initiates actions to resolve any shortfalls according to agreed procedures.

• Applies techniques to control the demand upon a particular resource or service.

• Contributes to capacity modelling and planning.

• Supports the design of service component capacity.

  Contract management

• Sources and collects contract performance data (such as pricing and supply chain costs), and monitors performance against key performance indicators.

• Monitors progress against business objectives specified in the business case.

• Proactively manages risk and reward mechanisms in the contract.

• Identifies and reports under-performance and develops opportunities for improvement.

• Monitors compliance with terms and conditions and takes appropriate steps to address non-compliance.

• Identifies where change is required, and plans for variations.

• Ensures, in consultation with stakeholders, that change management protocols are implemented.

  Customer service support

• Responds to common requests for service by providing information to enable fulfilment.

• Promptly allocates unresolved calls as appropriate.

• Maintains records, informs users about the process and advises relevant persons of actions taken

  QUALIFICATIONS:

  Required Qualifications:

• Active NATO SECRET security clearance

• Higher vocational training in a relevant discipline with 3 years post-related experience. Or a secondary educational qualification with 5 years post-related experience.

• 3 years' experience working in a Service Management environment;

• Working knowledge of Service Level Management with experience of executing corporate wide SLM process;

• Experience of both the introduction of new Service Level Management process ability to deliver the key Outputs (SLA/OLA Documents), Reports and Service Improvement Plans;

• Experience in Requirements Identification, Analysis and Validation;

• Sound technical knowledge related to CIS (end-user equipment, operation systems and wide/local area networks).

• ITIL Certificate or proven knowledge of ITIL processes and practices.

  Preferred Qualifications:

• Experience of working in a customer funded organization;

• Prior experience of working in an international environment comprising both military and civilian elements;

• Knowledge of NATO responsibilities and organization, including ACO and ACT.

• Proficient in the use of data management and IT service management tools

  DEFTEC offers a comprehensive whole life benefits package that includes medical, dental, vision, holiday, paid time off, life insurance, short/long term disability, and educational reimbursement. DEFTEC also matches 401k contributions dollar for dollar up to 3% of employee's income and an additional $0.50 for every dollar between 4-5% of employee's income. The DEFTEC team is comprised of professionals who make a difference every day in crucial missions related to national security. Our leadership knows that this happens by employing a diverse team who is well taken care of. Our employees are our top priority making DEFTEC an ideal place to work.

  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Please contact HR@deftec.com if you require reasonable accommodations.

  DEFTEC is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP and alcohol when criteria is met as outlined in our policies.

  AAP/EEO Statement

  DEFTEC Corp is an Equal Opportunity and Affirmative Action Employer and prohibits discrimination and harassment of any type on the basis of actual or perceived race, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, religious creed, disability (mental and physical) including HIV and AIDS, medical condition (cancer and genetic characteristics ), genetic information, age, marital status, civil union status, sexual orientation, military and veteran status, denial of family and medical care leave, arrest record and/or any other characteristic(s) protected by federal, state or local law.

  This policy applies to all terms of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, training, compensation, benefits, employee activities and general treatment during employment.

  Other Duties

  Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.