Senior Service Manager

Spektrum supports apex purchasers (NATO UN EU and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services specialised aerospace and defence sales delivery and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

Who we are supporting

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATOs member countries and its partners. The agency was established in 2012 and is headquartered in Brussels Belgium.

The NCIA provides a wide range of services including:

• Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATOs communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems used by NATOs military commanders to plan and execute operations.
• Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
• Electronic Warfare: The NCIA provides electronic warfare services to support NATOs mission to detect deny and defeat threats to its communication networks.
• Information Management: The NCIA manages NATOs information technology infrastructure including its databases applications and servers.

Overall the NCIA plays a critical role in ensuring the security and effectiveness of NATOs communication and information technology capabilities.

The program

Assistance and Advisory Service (AAS)

The NATO Communications and Information Agency (NCI Agency) is NATOs principal C3 capability deliverer and CIS service provider. It provides maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV and when required stand together in the face of attack under Article V.

To provide these critical services in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorises: NATO International Civilians (NIC)s Military (Mil) and Interim Workforce Consultants (IWC)s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

Role ID C005152

Role Duties and Responsibilities

• Managing the Deployable CIS infrastructure as a service and ensure system readiness at a level specified in the SLA. Ensuring the availability and quality of engineering support delivered to the customer through close co-ordination with NCI Agency service lines and the CIS Support and Sustainment Centre (CSSC) and
• the Forward Support Point (FSP);
• Manage the DCIS Configuration Management to ensure that all assets are maintained at known configuration states and can be correctly accounted for;
• Will conduct periodic risk assessments to anticipate and deal with obsolescence and initiate new projects under the NATO Security and Investment Programme (NSIP) when required;
• Will manage Change Management plans to overcome problems identified and will also manage the uplift of the configuration baseline to meet evolving operational requirements;
• Will support the Principal Service Manager with the development of the annual Operation and Maintenance budget submission;
• Will contribute to and support the system documentation for operation maintenance and training is updated in accordance with system evolution;
• Managing contractor support resources and acceptance of services of contractors;
• Will provide input to the Principal Service Manager for the Quarterly SLA report;
• Will provide input and recommendations to the SLA Change management process;
• Assessment of manpower and O&M budget requirements;
• Will provide support to project managers as required through the project development delivery and transition into service phases;
• Deputize for higher grade staff if required;
• Performs other duties as may be required.

Essential Skills Experience and Certifications

• A minimum requirement of a Bachelors degree at a nationally recognised/certified University in a related discipline and 3 years post-related experience;
• Or exceptionally the lack of a university degree may be compensated by the demonstration of a candidates 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;
• Service Management: ITIL Foundation and Intermediate Certifications certified in either Service Design/PPO Service Transition/RCV Service Operation/OSA Service Strategy/SOA and or Continual Service Improvement; or latest versions
• Sound experience in IT services engineering planning operations maintenance and management;
• Demonstrable of experience as a line manager and provide evidence of having the ability of being a motivator and mentor;
• Sound experience on the Configuration Management and Change Management processes and tools;
• Experience in roles requiring significant business and managerial skills such as: contingency planning and
• implementation; budget planning preparation and execution;
• Managing small scale projects for the implementation of CIS services related to network monitoring and network performance management services; Managing leading and mentoring a team.
• Experience in roles with requirement to display report writing and presentation skills
• Desirable Experience and Education:
  • ITIL Expert /Managing Professional
  • PRINCE 2 Foundation level or PMI PMP;
  • MSP Foundation
  • Management of Risk Foundation;
  • Demonstrable evidence in maintaining knowledge of advances in Information Technology;
  • Proven success as an operational technical team lead and service manager;
  • Familiarity with military telecommunications and information systems; VLF to Satellite EHF
  • Member of a recognized professional body or institution;
  • Prior experience of working in an international environment comprising both military and civilian elements;
  • Knowledge of NATO responsibilities and organization including Allied Command Operations (ACO) and Allied Command Transformation (ACT).

Working Location

• Mons Belgium.

Working Policy

• On-site.

Travel

• Some travel to other NATO sites may be required.

Security Clearance

• Valid National or NATO Secret personal security clearance.