C004903 Service Support Integration Officer (NS) THU 4 Jun

Deadline Date: Thursday 4 June 2026

Requirement: Service Support Integration Officer

Location: Mons BE

Full Time On-Site: Yes

Time On-Site: 100%

Total Scope of the request (hours): 800

Required Start Date: 13 July 2026

End Contract Date: 31 December 2026

Required Security Clearance: NATO SECRET

Duties & Role:

• Support the development implementation and review of strategic plans policies and initiatives by conducting analysis coordinating inputs and preparing reports and recommendations for management.
• Coordinate risk management activities including maintaining risk registers monitoring mitigation actions and preparing regular reports to support management decision-making.
• Analyse business processes and working practices to identify opportunities for improvement increased efficiency and greater standardization.
• Develop process maps briefing materials and recommendations to support business process improvement initiatives.
• Monitor performance against agreed objectives and key performance indicators and prepare reports and presentations for senior management.
• Coordinate the implementation and follow-up of organizational improvement initiatives and management actions.
• Facilitate meetings workshops and working groups; document outcomes and track agreed actions to completion.
• Support workforce and resource planning activities including the collection and analysis of staffing training and funding requirements.
• Assist in the development and maintenance of policies procedures standards and guidance to ensure consistency and compliance.
• Build and maintain effective relationships with internal and external stakeholders acting as a focal point for coordination and information exchange.
• Support the identification investigation and resolution of incidents recurring issues and operational challenges and track corrective actions.
• Prepare high-quality briefings reports presentations and correspondence for management and governance bodies.
• Provide advice and analytical support to managers and staff on strategic planning risk management performance monitoring and organizational effectiveness matters.
• Contribute to the continuous improvement of tools templates and reporting mechanisms used to support planning and management activities.
• Support the design and implementation of service support models for new NATO entities capabilities and locations including service scope roles and responsibilities escalation arrangements and transition criteria.
• Coordinate service integration activities in line with SIAM principles to ensure effective end-to-end support across multiple internal and external providers.
• Ensure service support arrangements are aligned with the NCIA service catalogue service management governance and relevant ITIL practices.
• Contribute to project and programme activities by integrating operational readiness and service transition requirements.
• Develop and maintain key artefacts including service support models readiness assessments integration plans KPI/SLA frameworks and risk registers.
• Coordinate with stakeholders to ensure operational readiness service continuity and effective transition into service.
• Support operational planning crisis response and surge activities to ensure service implications are fully considered.
• Monitor contractor-delivered services to ensure compliance with CSU procedures and service quality standards.
• Prepare reports briefings and decision papers for management and governance bodies.
• Represent DCSU in meetings working groups and governance forums as required.
• Contribute to service level management activities including the development and review of SLAs OLAs and underpinning agreements.

• Participate in recruitment and selection activities as required.

Skill Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• A master degree at a nationally recognised/certified University in a related discipline and 3 years post-related experience or a Bachelors degree with 5 years post related experience.
• The incumbent must have a minimum of five years of CIS engineering experience and five years of experience in the management of CIS systems as a Service Operations Manager.
• A minimum of five years managerial and supervisory experience leading multi-disciplinary service delivery teams involving dependencies suppliers contractors and governance stakeholders in complex multinational environments.
• Knowledge and experience in the preparation and implementation of new or changed services.
• Knowledge in the management of performance of systems and services.
• Knowledge and experience of requirements identification and their analysis and validation.
• Demonstrated experience in service continuity incident response and infrastructure support.
• Experience in NATO planning processes (NDPP COPD) or similar and comparable operational/crisis response planning.
• Experience delivering of IT services and organizing of resources to deliver against SLA targets.
• Proven ability to manage shift-based or 24/7 operations and on-call support.
• Experience contributing to risk management operational planning and technical governance.
• Experience developing service models support concepts transition plans operational readiness criteria and SIAM/ITIL-aligned artefacts and service operations frameworks.
• Highly developed analytical skills coupled with the ability to apply flexibility to problem solving.
• Certification in a formal Project Management methodology (PRINCE2 PMP PMBOK etc.).
• ITIL 4 Foundation certification.

Required Experience:

Unclear Seniority