IT Service Manager

Spektrum have a wide range of exciting opportunities in several global locations. We are always looking to add great new talent to our team and look forward to hearing from you.

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 2026-0048

Role Duties and Responsibilities

• Develop maintain and improve Business Continuity and Disaster Recovery capabilities.
• Identify and maintain an inventory of all information and communication systems supporting critical business processes.
• Coordinate Business Impact Analysis (BIA) and enterprise risk assessments.
• Design implement and test contingency and recovery plans.
• Govern monitor and report service performance against agreed Service Level Agreements (SLAs).
• Proactively manage SLA risks breaches and service degradation.
• Facilitate service review governance with stakeholders.
• Drive continuous service improvement.
• Ensure services meet agreed availability reliability and maintainability targets.
• Monitor analyse and report service availability performance.
• Implement and validate recovery procedures.
• Monitor and manage service capacity and performance.
• Forecast future capacity requirements.
• Implement demand management and optimization measures.
• Monitor supplier performance and ensure contractual compliance.
• Manage risks issues and performance deviations.
• Control contract changes in line with governance procedures.
• Provide timely and effective response to service requests.
• Ensure proper incident/request routing and resolution.
• Maintain accurate service records and communication.

Essential Skills Experience and Certifications

• 3 years working experience in a Service Management environment.
• Working knowledge of Service Level Management with experience of executing corporate wide SLM process.
• Relating and Networking Establishes and maintains effective working relationships with stakeholders at all organizational levels; builds and leverages a broad network of contacts; communicates in a professional and approachable manner.
• Delivering Results and Meeting Customer Expectations Maintains a strong customer focus; consistently meets agreed service levels and performance targets; ensures high standards of quality and productivity through structured and methodical work practices.
• Adapting and Responding to Change Demonstrates flexibility in dynamic environments; adapts to evolving requirements and priorities; remains effective under uncertainty; adjusts interpersonal approach to different stakeholders.
• Service Level Management Expertise Demonstrates practical experience in defining negotiating monitoring and reporting on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Analytical and Problem-Solving Skills Identifies service performance issues conducts root cause analysis and implements corrective actions to improve service delivery.
• Communication and Reporting Produces clear concise and structured reports; effectively communicates service performance risks and improvements to stakeholders.
• Planning and Organization Effectively plans prioritizes and coordinates activities to meet deadlines and contractual obligations.
• Continuous Improvement Mindset Proactively identifies opportunities to enhance service quality efficiency and sustainability.

Education

• Higher vocational training in a relevant discipline with 3 years post-related experience. Or a secondary educational qualification with 5 years post-related experience.

Language Proficiency

• Level 3 English language skills according to NATO STANAG 6001: Listening (3); Speaking (2); Reading (3); and Writing (2) or according to Common European Framework of Reference for Language level B2-C1/Upper Intermediate-Advanced level).

Working Location

• Oeiras Portugal

Working Policy

• Onsite

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance

We never know what new opportunities might be just over the horizon. If this opportunity isnt for you please feel free to send us your resume anyway and be the first to know if something suitable for your skills and experience comes up.