Senior Service Delivery Manager for NATO with security clearance

Would you like to join the leading international intergovernmental organization

We are seeking a seasoned Senior Service Delivery Manager to embed within the NIMSC Land & Air Business Unit directly supporting the Allied Operations & Missions portfolio. This is a high-visibility hands-on role based full-time on-site in Brunssum NL requiring a unique blend of NATO operational knowledge commercial service management discipline and technical proficiency in NCIAs core tool sets (EBA ServiceNow ITSM).

Key responsibilities:

• Coordinate 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 ServiceNow & 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

• 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.

• 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

Essential Qualifications & Experience:

• Shall have a proven record in Service Management within the NATO and Commercial environments. At least 5 years prior Commercial experience. At least 3 years prior NATO experience (in particular with NCI Agency).

• At least 5 years prior Commercial experience in Customer Relationship Management and ability to communicate effectively with NATO civilian staff Military staff and Commercial Partner staff at all levels.

• Shall have a thorough understanding of NCI Agency C2 structure and service lines/ centers.

• Shall have a Bachelor degree and Bachelor level education. Awarded by a nationally recognised/ certified University (ideally within a Service Management related discipline)

• Shall have a thorough understanding of ITIL methodology. At least Foundation level qualified

• Shall have a thorough understanding of Project Management methodology. At least Prince2 or equivalent qualified

• Shall have a thorough understanding NCIA Service Now tool set. At least 2 years experience using NCIA Service Now tool set

• Shall have a thorough understanding NCIA EBA tool set. At least 2 years experience using NCIA EBA tool set

• Shall have a thorough understanding NCIA ITSM tool set. At least 2 years experience using NCIA ITSM tool set

• Shall have a thorough understanding of NATO Allied Operations and Mission processes and procedures. 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. At least 2 years experience of NATO CIS processes and procedures.

• Shall have a thorough understanding of OLA and SLA processes and procedures. 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. 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. At least 2 years experience of using the Microsoft Office tool set.

• Shall have excellent communication written and verbal in English

If youve read the description and feel this role is a great match wed love to hear from you! Click Apply for this job to be directed to a brief questionnaire. It should only take a few moments to complete and well be in touch promptly if your experience aligns with our needs.