Service Manager - Brunssum

We are always looking to add great new talent to our team and look forward to hearing from you.

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 NATO's 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 NATO's communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems used by NATO's 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 NATO's mission to detect, deny, and defeat threats to its communication networks.
• Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

Assistance and Advisory Service (AAS)

The NATO Communications and Information Agency (NCI Agency) is NATO's 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.

The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

Role Duties and Responsibilities

Under the direction of the Principal Service Manager, but largely under own initiative, the incumbent will perform duties pertaining to the delivery of CIS services as detailed in the Service Level Agreements between NCI Agency (as the service provider) and the service operator and user (the customer):

• Managing the Deployable CIS infrastructure as a service and ensure system readiness at a level specified in the SLA. Ensuring the availability and quality of engineering support delivered to the customer through close co-ordination with NCI Agency service lines and the CIS Support and Sustainment Centre (CSSC) and the Forward Support Point (FSP);
• Manage the DCIS Configuration Management to ensure that all assets are maintained at known configuration states and can be correctly accounted for;
• Will conduct periodic risk assessments to anticipate and deal with obsolescence and initiate new projects under the NATO Security and Investment Programme (NSIP) when required;
• Will manage Change Management plans to overcome problems identified and will also manage the uplift of the configuration baseline to meet evolving operational requirements;
• Will support the Principal Service Manager with the development of the annual Operation and Maintenance budget submission;
• Will contribute to and support the system documentation for operation, maintenance and training is updated in accordance with system evolution;
• Managing contractor support resources and acceptance of services of contractors;
• Will provide input to the Principal Service Manager for the Quarterly SLA report;
• Will provide input and recommendations to the SLA Change management process;
• Assessment of manpower and O&M budget requirements;
• Will provide support to project managers as required through the project development, delivery and transition into service phases;
• Deputize for higher grade staff, if required;
• Performs other duties as may be required

• Service Management: ITIL Foundation and Intermediate Certifications certified in either Service Design/PPO, Service Transition/RCV, Service Operation/OSA, Service Strategy/SOA and/or Continual Service Improvement; or latest versions
• 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

• ITIL Expert /Managing Professional
• PRINCE 2 Foundation level or PMI PMP Certification;
• MSP Foundation Certification
• Management of Risk Foundation Certification;
• Demonstrable evidence in maintaining knowledge of advances in Information Technology;
• Proven success as an operational, technical team lead and service manager;
• Familiarity with military telecommunications and information systems; 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).

• A minimum requirement of a Bachelor's 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 candidate's 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;

• Brunssum, Netherlands

• On-Site
• Normal office environment and field conditions during exercise / operational support.

• Some travel to other NATO sites may be required

• Valid National or NATO Secret personal security clearance

We never know what new opportunities might be just over the horizon. If this opportunity isn't 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.