C004442 Service Manager Deployable CIS (NS) WED 26 Nov

Deadline Date: Wednesday 26 November 2025

Requirement: Service Manager - Deployable CIS

Location: Brunssum NL

Full Time On-Site: Yes

Time On-Site: 100%

Total Scope of the request (hours): 1672

Required Start Date: 5 January 2026

End Contract Date: 31 December 2026

Required Security Clearance: NATO SECRET

Duties & Role:

Under the direction of the Operational CIS Principle Service Manager but largely under own initiative the incumbent will perform duties pertaining to the delivery of CIS services as detailed in the Service Level Agreements between NCI Agency (as the service provider) and the service operator and user (the customer).

The said duties consist of:

• Will manage the assigned elements of the Deployable CIS service and ensure system readiness at a level specified in the SLA. Ensuring the quality of engineering support delivered to the customer through close co-ordination with NCI Agency service lines.
• Will manage the DCIS Configuration Management tool 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 Program (NSIP) as 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.
• Will manage the recommended list of spare parts and availability of spares.
• 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.

Competencies or Personal Attributes:

• Peer Relationships Can quickly find common ground and solve problems for the good of all; can represent his/her own interested and yet be fair to other groups; can solve problems with peers with a minimum noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers.
• Problem Solving Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesnt stop at the first answers.
• Interpersonal Savvy Shows respect for the views and contributions of other team members; Easily establishes good relationships with customers and staff; shows empathy; listens supports and cares for others; consults others and shares information and expertise with them; builds constructive and effective relationships; uses diplomacy and tact; adapts to the team and fits in well.
• Customer Focus Focuses on customer needs and satisfaction ; gets first-hand customer information and uses it for improvements in products and services; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic methodical and orderly way; consistently achieves project goals.
• Planning and Organising Sets clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organizes resources needed to accomplish tasks; manages time effectively; monitors performance against deadlines and milestones.

Skill Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• A Bachelor of Science (BSc) degree at a nationally recognized / certified University in a related discipline with 5 years post related experience;
• Or exceptionally the lack of a degree may be compensated by a lower academic qualification combined with the demonstration of particular abilities or experience of relevance to this post or with a military experience in a related subject;
• ITILv3 certified at foundation level.
• The candidate must have a minimum of 5 years of CIS engineering experience.
• The candidate must have 5 years of experience as a line manager and provide evidence of having the ability of being a motivator and mentor.
• Demonstrable evidence in maintaining knowledge of advances in Information Technology.
• Proven success as an operational and technical team lead.

It is essential that the incumbent has the following experience/education:

• Minimum qualification of ITIL at Foundation level;
• Proficient knowledge of: Transmission and Telecommunication Systems; Network system and application level troubleshooting techniques; Communications protocols and practical experience of using diagnostic test equipment;
• Experience in Service Management processes for Incident Change Management and Service Fulfilment;
• Experience in customer support and incident handling;
• Experience of preparing technical documentation and Standard Operating Procedures.
• Language Proficiency: A thorough knowledge of one of the two official NATO languages both written and spoken is essential and some knowledge of the second is desirable. NOTE: The majority of the work of the NCI Agency is conducted in the English language.

It is desirable that the incumbent has the following experience/education:

• Prior experience of working in an international environment.
• Knowledge of NATO political ambition and organizational structure;

Required Experience:

Manager