C004795 Service Delivery Manager (NS) MON 27 Apr

Deadline Date: Monday 27 April 2026

Requirement: Service Delivery Manager

Location: Braine-lAlleud BE

Full Time On-Site: Yes

Time On-Site: 100%

Total Scope of the request (hours): 836

Required Start Date: 8 June 2026

End Contract Date: 31 December 2026

Required Security Clearance: NATO SECRET

Duties & Role:

• Manage the Deployable CIS (DCIS) infrastructure as a service and ensure system readiness at a level specified in the Service Level Agreements (SLA).
• Ensures the availability and quality of engineering support delivered to the customer through close co-ordination with NCIA Business Areas and the CIS Support and Sustainment Centre (CSSC);
• Support to exercises;
• Manage the renewal of the security accreditation for each of the DCIS systems;
• Manage the DCIS Configuration Management Process to ensure that all assets are maintained at known configuration states and can be correctly accounted for;
• Conduct periodic risk assessments to anticipate and deal with obsolescence and initiate new projects under the NATO Security and Investment Programme (NSIP) when required;
• Develop Change Management plans to overcome problems identified and will also manage the uplift of the configuration baseline to meet evolving operational requirements;
• Support the Principal Service Manager with the development of the annual Operational and Maintenance (O&M) budget submission and will develop a financial plan for the execution of the O&M funds ensuring that DCIS assets are kept updated;
• Ensure that the system documentation for operation maintenance and training is updated in accordance with system evolution;
• Manage the recommended list of spare parts and availability of spares in close coordination with the NCIA Business Areas and the CSSC;
• Manage contractor support resources and acceptance of services of contractors;
• Provide input to the Principal Service Manager for the quarterly SLA report;
• Provide input and recommendations to the SLA Change management process;
• Assessment of manpower and O&M budget requirements;
• Provide support to project managers as required through the project development delivery and transition into service phases;
• Manage the support to the operational user during the transition into service of new systems and capabilities;
• Manage the integration of DCIS with non-CIS systems and infrastructure projects delivered to the operational user ensuring that the component projects form an operational capability;
• Sponsoring DCIS training courses delivered by NCIA Academy ensuring that the technical content is aligned to the system baseline and meets the requirement of the operational user;
• Participating in the technical portion of inspections and Joint Final Acceptance Inspections (JFAIs) as new systems as transitioned into operations including conducting follow-up actions regarding the resolving of deficiencies;
• Provide support to Operations and during operational planning events;

Technology Service Management

• Takes responsibility for managing the design procurement installation upgrading operation control maintenance and effective use of specific technology services.
• Leads the delivery of services ensuring that agreed service levels security requirements and other quality standards are met.
• Ensures adherence to relevant policies and procedures.
• Ensures that processes and practices are aligned across teams and providers to operate effectively and efficiently.
• Monitors the performance of technology services.
• Provides appropriate status and other reports to managers and senior users.

Contract Management

• Sources and collects contract performance data (such as pricing and supply chain costs) and monitors performance against key performance indicators.
• Monitors progress against business objectives specified in the business case.
• Proactively manages risk and reward mechanisms in the contract.
• Identifies and reports under-performance and develops opportunities for improvement.
• Monitors compliance with terms and conditions and takes appropriate steps to address non-compliance.
• Identifies where change is required and plans for variations.
• Ensures in consultation with stakeholders that change management protocols are implemented.

Specific Working Conditions: Normal office environment and field conditions during exercise / operational support. Business travel to other NATO sites within Belgium up to 1 2 times per month and national (NATO and non-NATO) facilities. May be required to undertake duty travel to operational theatres inside and outside NATO boundaries.

Skill Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• A minimum requirement of a Bachelors degree at a nationally recognised/certified University in a related discipline and 5 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 NCIA that is at least 6 years extensive and progressive expertise in duties related to the function of the post.
• Proven 5 years experience as a Service Delivery Manager IT Service Manager or similar role specifically in managing business application services.
• In-depth knowledge of business application technologies platforms and IT service management best practices.
• Proficiency in incident and problem management methodologies.
• Experience in service level management and continuous service improvement.
• Familiarity with ITIL or other IT service management frameworks.
• Proven experience in managing vendor relationships.
• Excellent communication negotiation and customer relationship management abilities.
• Strong analytical and problem-solving skills with the ability to make data-driven decisions.
• Training/Certifications: ITIL v4 Foundation

Education Experience and Training (Desirable):

• Sound experience in IT services engineering planning operations maintenance and management;
• Demonstrable of experience as a line manager and provide evidence of having the ability of being a motivator and mentor;
• Sound experience on the Configuration Management and Change Management processes and tools;
• Experience in roles requiring significant business and managerial skills such as: contingency planning and implementation; budget planning preparation and execution; Managing small scale projects for the implementation of CIS services related to network monitoring and network performance management services;
• Managing leading and mentoring a team.
• Experience in roles with requirement to display report writing and presentation skills Demonstrable evidence in maintaining knowledge of advances in Information Technology;
• Familiarity with military telecommunications and information systems; DCIS VLF to Satellite EHF
• Member of a recognized professional body or institution;
• Prior experience of working in an international environment comprising both military and civilian elements;
• Knowledge of NATO responsibilities and organization including Allied Command Operations (ACO) and Allied Command Transformation (ACT).
• Training/Certifications: ITIL Intermediate or Expert /Managing Professional; PRINCE 2 Foundation level or PMI PMP

Required Experience:

Manager