Senior Service Delivery Manager (Cyber Operations FASes)

Who we are:

For more than 70 years NATOs mission has been to preserve peace and security in the Alliance for nearly one billion citizens. The NATO Communications and Information Agency (NCIA) and its predecessors have worked tirelessly in providing the means that enable the connectedness and togetherness that keep our Alliance strong. We are the NCIA a team of 3000 civilian and military staff in 29 locations throughout Europe North America and Asia.

Our technology and cyber experts allow NATO to conduct critical operations protect NATOs airspace make data-driven decisions defend against cyber-attacks secure NATO networks and maintain superiority in space. This is all possible because of our greatest force our order to keep this edge we aim to hire train and retain the very best staff.

Our staff members represent both the diversity and unity of our Alliance. When you join the NCIA you will be part of an organization where you can contribute authentically to the mission and purpose of NATO and help us keep our technological edge.

About the job:

Based in Mons Belgium you will join the Agency as we embark on a journey to transform our IT services to support NATOs Digital Endeavour. You will join NATO Cyber Security Centre (NCSC) which is responsible for planning and executing all lifecycle management activities for cyber executing this responsibility NCSC provides specialist cyber security-related services covering the spectrum of scientific technical acquisition operations maintenance and sustainment support throughout the lifecycle of NATO Communications and Information Systems (CIS).

We are looking for a driven and enthusiastic Senior Service Delivery Manager (Cyber Operations FASes) who will take on the following roles and responsibilities:

• Act as Service Delivery Manager for the Cyber Operations Management System (COMS) and the Cyber Defence Situational Awareness (CDSA) services;

• Ensure day-to-day delivery of the assigned services in accordance with KPIs defined in the Service Level Agreements (SLA) and Operational Level Agreements (OLA) according to the agreed service model and any underpinning contracts with external service provider(s);

• Manage the lifecycle maintenance of all components of the assigned service covering service usage across the NATO Enterprise including but not limited to software upgrades licences assignments and re-use potential end-of-life planning and decommissioning according to NATO guidelines;

• Develop and coordinate a service Continuous Improvement Roadmap with both Segment and Project Architects and in-line with the customers need and priorities to ensure that the capabilities implemented are compliant with the architecture agreed at the NATO Enterprise level and are transitioned into service operations;

• Support projects across the NCI Agency for any tasks or questions related to the assigned services.

For a full list of duties please review the job description on the NCIA career site.

About you:

The valuable knowledge and experience that you bring to this role are:

• 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;

• Proven 3-year experienceas a Service Delivery Manager IT Service Manager or similar role;

• In-depth knowledge and experience related to design implementation operation maintenance support of modern IT Services - with specific reference to Service Level Agreements and underpinning contracts;

• Proficiency in incident and problem management methodologies;

• Working Knowledge of ITIL processes through whole service lifecycle;

• Experience in all Lifecycle aspects of Information Systems to achieve effective services development deployment and support;

• Proven experience as a system or network administrator in a distributed IT environment or in cloud environment;

• Proven experience in administering or managing an IT service with a widely distributed footprint;

• Proven experience in working with an outsourced IT Service Provider;

• Understanding of IT Security principles;

• Proven experience in managing vendor and/or customers relationships;

• Experience managing/leading small team preferably in international environment;

• Excellent communication negotiation and customer relationship management abilities;

• Strong analytical and problem-solving skills with the ability to make data-driven decisions;

• Fluency in English both written and spoken.

What we offer:

• Genuinely meaningful work as part of the most successful alliance in history;

• 5 year contract with competitive tax-free salary and household and childrens allowances;

• Privileges for expatriate staff including expatriation and education allowances (where appropriate) and additional home leave;

• Excellent private health insurance scheme;

• Generous annual leave of 30 days plus official holidays;

• NATO Pension Scheme;

• Development programs such as professional training wellbeing and more.

To learn more about NCIA and our work please visit our website.

The NCIA prides itself on being an equal opportunity employer. We are committed to fostering an inclusive environment of mutual respect and value uniqueness and differences in gender gender identity race ethnic or cultural origin age religion sexual orientation and physical or neurocognitive ability.

Additional details on the conditions of application can be found via the NCIA career site.