Senior Project Transition 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 C005419

Role Duties and Responsibilities

Project Transition to Operations

• Leads the transition of projects and capabilities into operational service from early engagement in project planning through to formal handover and early life support.
• Defines and agrees transition plans entry and exit criteria service acceptance criteria and handover deliverables with Project Managers Service Owners and customers.
• Ensures operational readiness prior to go-live: support model staffing training documentation spares underpinning contracts monitoring and configuration data are in place.
• Evaluates project outputs against agreed service acceptance criteria and formally recommends acceptance conditional acceptance or rejection.
• Identifies manages and escalates transition risks issues and dependencies and ensures residual risks are understood and owned by operations.
• Manages early life support and closes transition only when agreed service performance has been demonstrated.
• Captures and applies lessons identified to improve future transitions.

Local Operations Management (Wiesbaden)

• Takes accountability for the day-to-day delivery of NCIA services at the location including service performance customer satisfaction and compliance with security and safety requirements.
• Leads and coordinates local technical support and contractor personnel setting clear priorities standards and direction.
• Oversees the local infrastructure (facilities networks data centre / server rooms end-user and deployable CIS assets) and ensures it is maintained secured and fit for purpose.
• Ensures asset and configuration management records for the location are accurate and complete.
• Coordinates local business continuity and service recovery arrangements.

Incident and Problem Management

• Ensures incidents are logged prioritised diagnosed and resolved according to agreed procedures and service levels.
• Leads the resolution of major incidents coordinating technical teams vendors and customers and provides timely accurate communication to senior stakeholders.
• Escalates unresolved incidents and facilitates recovery following resolution.
• Initiates and monitors problem investigations drives root cause analysis and ensures preventive measures are implemented.
• Analyses incident and problem trends to reduce recurrence and improve service stability.

Change Management

• Manages the change control process for services and assets at the location and for services in transition.
• Assesses changes for risk impact cost and resource requirements and represents the location in Change Advisory Boards.
• Ensures changes are planned communicated tested implemented and reviewed in a controlled manner minimising disruption to operations.

Service Level Management

• Negotiates service level requirements and agreed service levels with customers and contributes to Service Level Agreements Operational Level Agreements and underpinning contracts.
• Monitors service performance and key performance indicators diagnoses service delivery problems and initiates improvement actions.
• Provides accurate and regular performance reporting to NCIA management and customers.
• Drives continual service improvement across processes tools and third-party delivery.

Cost Resource and Vendor Management

• Manages the operational and transition budget for the location including cost planning forecasting tracking and variance reporting.
• Provides inputs to customer budget processes cost models and service rates ensuring the full cost of operating transitioned services is identified and funded.
• Identifies cost optimisation opportunities without compromising service levels or security.
• Manages vendor and contractor performance against contractual obligations statements of work and service levels and supports procurement activities as required.

Essential Skills Experience and Certifications

Education

• A minimum requirement of a Bachelors degree at a nationally recognised/certified university in Information Technology Engineering Business Administration or a related discipline and 8 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 the NCI Agency that is at least 12 years extensive and progressive expertise in duties related to the function of the post.

Experience

• Minimum 8 years of combined experience in IT service management and project management of which at least 3 years in a senior role.
• Proven experience (minimum 5 years) in IT service management in a Service Delivery Manager IT Operations Manager or similar role including incident problem change and service level management.
• Proven experience (minimum 5 years) in project management delivering complex IT/CIS projects to time cost and quality.
• Demonstrable track record of transitioning projects or new capabilities into live operational service.
• Proven experience engaging influencing and briefing senior stakeholders at executive (C-level) or General/Flag Officer level.
• Experience managing IT infrastructure (networks data centres servers end-user and communications systems) in an operational environment.
• Experience in budget and cost management including forecasting cost control and financial reporting.
• Proven experience managing vendors and contractors against contractual and service level obligations.
• Experience leading multidisciplinary teams in an international environment.
• Excellent communication negotiation and stakeholder management skills.
• Strong analytical and problem-solving skills with the ability to make data-driven decisions under pressure.

Training/Certifications

• ITIL 4 Foundation (or ITIL v3 Foundation).
• Project management certification: PMP (PMI / PMBOK) or PRINCE2 Practitioner.

Desirable Qualifications

• Experience in NATO military defence or other international organisations.
• Experience with deployable CIS or mission-critical communications services.
• ITIL 4 Managing Professional or Strategic Leader; MSP or PgMP; SIAM certification.
• Experience with ITSM tools (e.g. ServiceNow BMC Remedy Jira Service Management).
• Knowledge of NATO procurement and financial processes.
• Working knowledge of German.

Working Location

• Wiesbaden Germany

Working Policy

• 100% Full time on-site

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance