C004897 Senior Service Delivery Manager (NS) WED 3 Jun

Deadline Date: Wednesday 3 June 2026

Requirement Title: Senior Service Delivery Manager

Location: Brunssum Netherlands

Full time on-site: Yes

Total Scope of the request(hours): 836

Required Start Date: 09-JUL-2026

End Contract Date:31-DEC-2026

Required Security Clearance: NATO Secret

Specific Working Conditions: The Service environment will be a normal office environment within the Host Nation complex (and field conditions during operational support) but Remote and Mobile service delivery will be permitted as and when necessary; with the prior approval of the NIMSC Senior Service Delivery Manager

Duties and Role

1.1. Coordinated Service Management & Service Delivery support of NIMSC Land & Air Business Unit- Allied Operations & Missions portfolio; for assigned Services / Missions / Projects & the support of Project Managers utilizing NATO tools & systems (EBA Service Now & SharePoint).

The support will be provided by means of:

A: Tracking by using NCIA EBA & Service Now tool sets financial status (OPEX & CAPEX) including ACQ progress (PR to PO) upon a daily basis including Resource Management Cost planning & Timeline planning within Service Now.

B: Updating NIMSC SharePoint Portal upon a weekly basis with progress & recommendations.

C: Delivering a monthly written project & financial Status & related expenditure budget Report; highlighting Problems Issues Trend & Analysis Risks & recommended Solutions for assigned Services/ Missions & Projects.

Reporting monthly to the NIMSC Land & Air Business Unit Senior Service Delivery Manager Allied Operations & Missions Team Lead the financial status of all assigned Service / Mission & Project budgets within the NIMSC Land & Air Business Unit Allied Operations & Missions portfolio.

The Acceptance criteria for the monthly report are the following:

Is submitted by the agreed date which is the last working day of the month.

Contains updated status of PRs/POs for active procurement procedures including Resource Management Cost planning & Timeline planning within Service Now.

SharePoint is up-to-date & indicates the progress / recommendations.

Highlights Problems Issues Trends & Analysis Risks & recommended Solutions for assigned Services / Missions & Projects.

Data matches the EBA system snapshot & SharePoint updates.

1.2. As part of the Continuous Improvement process identify process bottlenecks & opportunities for End-to-End process improvements & process synergies.

The above to be implemented via:

A: Tracking and Documenting upon a daily basis any opportunities for Continuous Improvement & process synergies.

B: Updating NIMSC SharePoint Portal upon a weekly basis with any opportunities for Continuous Improvement and process synergies & recommendations.

C: Delivering a monthly written Continuous Improvement Report detailing Opportunities for Continuous Improvement in Service Delivery & Mission Support; highlighting Problems Issues Trend & Analysis Risks & recommended Solutions.

Reporting monthly to the NIMSC Land & Air Business Unit Senior Service Delivery Manager Allied Operations & Missions Team Lead opportunities for process improvements & synergies.

The Acceptance criteria for the monthly report are the following:

Is submitted by the agreed date which is the last working day of the month.

Any opportunities for Continuous Improvement & process synergies are documented.

SharePoint is up-to-date & indicates opportunities for improvement and process synergies / recommendations.

Provides details for Opportunities for Continuous Improvement in Service Delivery & Mission Support; as well as highlights Problems Issues Trend & Analysis Risks & recommended Solutions.

1.3. Strategic partnerships & effective customer relationship management to be fostered & built within NCI Agency other NATO entities Commercial & Industry partners.

The deliverable to be justified & executed while:

A: Tracking & Documenting upon a daily basis any Customer Engagements.

B: Updating NIMSC SharePoint Portal upon a weekly basis with any Customer Engagements Outcomes & recommendations.

C: Delivering a monthly written Customer Engagement Report detailing Customer Engagements & Outcomes; highlighting Problems Issues Trend & Analysis Risks & recommended Solutions.

Reporting monthly to the Land & Air Business Unit Senior Service Delivery Manager Allied Operations & Missions Team Lead the status of all related supporting service mission & project 5 year Obsolescence plans.

Education Experience and Training (essential):

Shall have a proven record in Service Management within the NATO and Commercial environments.

Acceptable Qualified Level (AQL)

At least 5 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 5 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 Project Management methodology.

AQL

At least Prince2 or equivalent qualified

Shall have a thorough understanding NCIA Service Now tool set.

AQL

At least 2 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 2 years experience of NATO Allied Operations and Mission processes and procedures.

Shall have a thorough understanding of NATO CIS processes and procedures.

AQL

At least 2 years experience of NATO CIS processes and procedures.

Shall have a thorough understanding of OLA and SLA processes and procedures

AQL

At least 2 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 2 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 2 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.

Required Experience:

Manager