IT Service Management SME

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 enterprisewide 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 performanceengaged 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 Background

OCIO Mission: The NATO Chief Information Officer (CIO) brings Information and Communications Technology (ICT) coherence across NATO Enterprises civil and military bodies. The NATO CIO is empowered to realize the Allies

vision for the NATO Enterprise is accountable to theSecretary General and is responsible for the development of Enterprise directives and advice on the acquisition and useof information technologies and services. The NATO CIO provides Enterprise oversight on cybersecurity issues and in close coordination with all relevant NATO civil and military bodies works towards the continual improvement of the cyber hygiene and cybersecurity posture in the NATO Enterprise.

EStrat Mission: The Enterprise Strategy Branch (EStrat) identifies elicits and harmonizes NATO bodies ICT needs into a coherent set of Enterprises requirements. It supports the definition evolution and implementation of a longterm Enterprise strategy for ICT management following NATO Nations guidance. The branch develops and maintains the implementation strategies to meet these Enterprise

requirements while respecting the diverse funding processes and sources supporting the NATO Enterprise. The branch prepares the CIOs engagement with senior NATO boards and committees oversees Enterprise architectural developments monitors ICT services provision performance and maintains oversight of large ongoing projects and programs.

ESS Mission: The mission of the Enterprise Services Section (ESS) is to ensure coherence security interoperability and cost effectiveness of the current and future Enterprise Information and Communications Technology (ICT) services while planning its longterm evolution to best support NATO Enterprise business requirements and customers. This function requires the definition monitoring and evolution of specific performancemeasurement. The Section works in close coordination with several NATO bodies such as the Digital Policy Committee(DCP) as the owner and maintainer of NATO Enterprise Architecture frameworks and methodologies exercising a governance role Allied Command Transformation (ACT) NATO Communication and Information Agency (NCIA) and other relevant stakeholders across the NATO Enterprise. It also needs to be aligned with key NATO processes such as NATO Defence Planning Process (NDPP) NATO Security Investment Programme (NSIP) and others as required in order to support OCIOs strategic management function.

Role Duties and Responsibilities

Leading a NATO Enterprise ITSM Maturity Assessment project:

• Lead a comprehensive evaluation of the current maturity levels of the IT Service Management processes within the Enterprise providing direction to an external consulting firm.
• Oversee development and implementation of a structured assessment framework to identify strengths weaknesses and areas for improvement.
• Engage with key stakeholders to gather insights andfeedback on service performance and maturity.
• Prepare detailed reports and presentations to communicate findings and recommendations to senior management.
• Develop and monitor action plans to address identified gaps and track progress over time.

Supporting the coordination Process of the NATO Enterprise IT Service Strategy:

• Review and analyze feedback and comments from various stakeholders on the proposed IT Service Strategy.
• Organize and lead clarification meetings to address stakeholder concerns and ensure alignment with strategic objectives.
• Collaborate with crossfunctional teams to incorporate feedback and update the IT Service Strategy document.
• Ensure that the revised strategy is communicatedeffectively to all relevant parties and is aligned with the organizations goals.
• Monitor the implementation of the updated strategy and provide ongoing support to ensure its success.

Supporting the coordination Process of the IT Service Management Strategy:

• Review and evaluate stakeholder feedback on the proposed IT Service Management Strategy.
• Facilitate discussions and clarification meetings to resolve any ambiguities and align stakeholder expectations.
• Work closely with IT and business teams to integrate feedback and update the strategy document accordingly.
• Ensure that the updated IT Service Management Strategy is communicated clearly and adopted across the organization.
• Track the implementation of the strategy and provide continuous support to ensure it meets its objectives.

Drafting a NATO Enterprise Service Transition Directive and orchestrating the coordination process:

• Develop a comprehensive Service Transition Directive to guide the smooth transition of IT services from development to operation.
• Engage with key stakeholders to gather requirements and ensure the directive addresses all critical aspects of service transition.
• Coordinate the review and feedback process leading meetings to clarify and resolve any issues.
• Update the directive based on stakeholder input and ensure it aligns with organizational policies and standards.
• Oversee the implementation of the directive providing guidance and support to ensure successful transitions.

Reviewing and updating a Service Performance Measurement Framework and orchestrating the coordination process:

• Conduct a thorough review of the existing draft Service Performance Measurement Framework to assess its effectiveness.
• Engage with stakeholders to gather feedback and identify areas for improvement.
• Lead the coordination process to update the framework ensuring it reflects current best practices and organizational goals.
• Facilitate meetings to clarify feedback and ensure stakeholder alignment.
• Implement the revised framework and monitor its effectiveness providing ongoing support and adjustments as needed.

Other duties as assigned.

Deliverables:
All documentation and activities linked to the scope of work and the domains of activities described above. Including but not limited to:

• Comprehensive evaluation and structured assessment framework for IT Service Management maturity with detailed reports and action plans.
• Updated IT Service Strategy incorporating stakeholder feedback and ensuring alignment with organizational goals.
• Revised IT Service Management Strategy integrating feedback and ensuring clear communication and adoption.
• Service Transition Directive guiding smooth IT service transitions with stakeholder engagement and implementation oversight.
• Updated Service Performance Measurement Frameworkreflecting best practices and organizational goals with continuous support and monitoring.

Essential Skills and Experience

• Experience in managing IT Services (as a Service Manager) or experience within a Service Management Office or experience as a consultant for IT Governance/IT Service Management
• Experience in drafting or managing Service LevelAgreements Service Levels (KPIs) and Service Level Targets
• Experience in drafting IT Service Management process documentation (e.g. Policies Directives Standard Operating Procedures Service Delivery Plans or similar documents)
• Experience in overseeing the performance and reviewing the deliverables of an external supplier
• Experience in building consensus among stakeholders
• Experience in building lasting professional relationships with customers and stakeholders in general
• Experience in interacting with Senior Users or Senior Managers and deliver presentations.

Certifications:

• ITIL v4 Practice Manager or ITIL v4 Managing Professional or ITIL v3 Intermediate Service Operation or ITIL v3 Intermediate Service Transition

Technical knowledge:

• Extensive knowledge of IT Service Management processes in particular related to Service Strategy Service Operation and Service Transition
• Extensive knowledge of Service Level measurement (Service Levels KPIs and Service Level Targets)
• Competent knowledge of Requirements Engineering
• Competent knowledge of Project Management

Technical Skills:

• Understanding of IT Service Management tools and platforms.
• Proficiency in using the Microsoft Office suite.

Analytical Skills:

• Ability to analyze and interpret data to drive decision making and improvements in service performance.
• Strong problemsolving skills and attention to detail.

Communication and Coordination Skills:

• Excellent written and verbal communication skills.
• Experience leading meetings facilitating discussions and managing stakeholder expectations.
• Ability to coordinate and collaborate with crossfunctional teams.

Documentation and Reporting:

• Experience in drafting clear and concise directives policies and strategic documents in particular related to IT Service Management.
• Ability to review and update documentation accurately and efficiently.

Soft Skills:

• Empathy and listening skills.
• Strong organizational and time management skills.
• Ability to work in autonomy.
• Adaptability and ability to work in a dynamic fastpaced environment.
• Leadership skills to guide and motivate team members.

Additional Qualities:

• A proactive approach to identifying and addressing potential issues.
• Experience within NATO or an international organization.

Education

• Bachelors or Masters degree in Information Technology Computer Science Engineering Business Administration or a related field.

Working Location

• Brussels Belgium

Working Policy

• OnSite

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance