Senior IT 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 2025-0360

Role Duties and Responsibilities

• Support the NIMSC Land/Air Business Unit Mission Integrated Portfolio Team.
• Provide end-to-end service management support for assigned Services Missions and Projects.
• Use NATO tools and systems including EBA ServiceNow and SharePoint.
• Support Project Managers in delivering mission services.
• Identify operational process bottlenecks.
• Identify opportunities for end-to-end process improvements.
• Recommend and support process synergies across services and missions.
• Foster partnerships across:
  • NCI Agency
  • Other NATO entities
  • Commercial partners
  • Industry stakeholders
• Strengthen customer relationship management to support mission delivery.
• Coordinate monitor and track:
  • Incidents
  • Service Requests
  • Change Requests
  • Work Orders
• Ensure all assigned Services Missions and Projects are correctly managed.
• Use NATO ITSM tools and systems to maintain operational visibility.
• Provide support to Project Managers regarding service-related tasks.
• Coordinate the 5-year service obsolescence plan for the Mission portfolio.
• Work with:
  • Senior Service Delivery Manager
  • Service Delivery Managers
  • External and Commercial Product Owners
  • Project Managers
• Track lifecycle risks and ensure service continuity planning.

Essential Skills Experience and Certifications

• Shall have a proven record in Service Management within the NATO and Commercial environments.
  • AQL
  • At least 10 years prior Commercial experience.
  • At least 3 years prior NATO experience (in particular with NCI Agency).
• Shall have a proven record in Customer Relationship Management and ability to communicate effectively with NATO civilian staff Military staff and Commercial Partner staff at all levels.
  • AQL
  • At least 10 years prior Commercial experience.
  • At least 3 years prior NATO experience (in particular with NCI Agency).
• Shall have a thorough understanding of NCI Agency C2 structure and service lines/ centers.
  • AQL
  • At least 3 years prior NATO experience (in particular with NCI Agency).
• Shall have a Bachelor degree and Bachelor level education.
  • AQL
  • Awarded by a nationally recognised/ certified University (ideally within a Service Management related discipline)
• Shall have a thorough understanding of ITIL methodology.
  • AQL
  • At least Foundation level qualified
• Shall have a thorough understanding of Programme Management methodology.
  • AQL
  • At least MSP or equivalent qualified
• Shall have a thorough understanding of Project Management methodology.
  • AQL
  • At least Prince2 or equivalent qualified
• Shall have a thorough understanding NCIA Service Now tool set.
  • AQL
  • At least 1 years experience using NCIA Service Now tool set
• Shall have a thorough understanding NCIA EBA tool set.
  • AQL
  • At least 2 years experience using NCIA EBA tool set
• Shall have a thorough understanding NCIA ITSM tool set.
  • AQL
  • At least 2 years experience using NCIA ITSM tool set
• Shall have a thorough understanding of NATO Allied Operations and Mission processes and procedures.
  • AQL
  • At least 3 years experience of NATO Allied Operations and Mission processes and procedures.
• Shall have a thorough understanding of NATO DCIS processes and procedures.
  • AQL
  • At least 3 years experience of NATO DCIS processes and procedures (in particular NCI Agency NIMSC DCIS processes and procedures).
• Shall have a thorough understanding of OLA and SLA processes and procedures
  • AQL
  • At least 3 years experience of NATO OLA and SLA processes and procedures (in particular NCI Agency processes and procedures).
• Shall have a thorough understanding of Risk Management techniques when applied in a commercial environment.
  • AQL
  • At least 3 years experience of applying Risk Management techniques in a commercial environment delivering value stream improvement to the End-to-End Service Management support.
• Shall be conversant with Microsoft Office tool set.
  • AQL
  • At least 3 years experience of using the Microsoft Office tool set.
• Shall have excellent communication written and verbal in English.
  • AQL
  • The Contractor personnel shall be able to listen speak read and write in English to or above the NATO SLP 3333 ( good/minimum professional) in accordance with STANAG 6001.
• Shall have the following Desirable attributes:
  • A holistic understanding of NATO Deployable and Mobile systems.
  • A holistic understanding of NATO Static infrastructure.
  • Experience in the development of documentation and report writing.
  • Critical thinking and problem-solving ability approaching tasks and problems
  • with an analytical mind.
  • Able to function unsupervised for long periods.
  • AQL
  • No AQL applied to this deliverable as these are Desirable attributes only.

Working Location

• Brunssum Netherlands/ Wiesbaden Germany/ Braine-lAlleud Belgium

Working Policy

• Onsite

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance