IT Service Delivery Manager

Spektrum; Eigenbrakel; On-site; EUR 60,000 - 90,000; Full time

Job summary

Spektrum supports apex purchasers and NATO-related agencies with professional services, aerospace and defence delivery, and expertise. They seek personnel to support key client projects at-site in Belgium.

The role involves monitoring service delivery, KPI management, and close collaboration with SDMs, customers and data analysts to ensure performance and value. A university degree or equivalent experience is required, with on-site work policy and potential travel.

Qualifications

• Sound knowledge of Service Design, Transition and Operation processes.
• Experience in Projects/Programmes/Services management from a lifecycle perspective.
• Experience in resource management and allocation.

Responsibilities

• Monitor end-to-end delivery of services and ensure engagement by SDMs and stakeholders.
• Establish communication with Service Delivery Managers, Customers, Account Managers, Data Analysts and others.
• Contribute to SLA preparation and negotiations; develop KPIs and report against targets.
• Translate KPI requirements into technical terms for automated reporting.
• Provide guidance to stakeholders and ensure value delivery.

Skills

Service Design

Transition Management

Operations Management

Communication Skills

Analytical Skills

Education

University degree or 5 years relevant experience

Job description

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 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.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.

The program

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.

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 categorise's: 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 – C004950

Role Duties and Responsibilities

• Responsible for monitoring end to end provision of services, ensuring that all Service Delivery entities are properly engaged in the delivery of services and providing value.
• Establishes necessary communication with Service Delivery Managers, Customers, Account Managers, Data Analysts and any other stakeholders.
• Contributes into SLA preparation and negotiations
• Develops KPIs and associates with the SLA target levels. Communicates with SDMs, customers and any other stakeholders and maintaining common agreement.
• Manages Agency wide KPI Catalogue
• Encourages collaboration between Service Delivery entities and performs proactive customer reviews in cooperation with Demand Management and the Service Owners.
• Main point of contact to the customer for any activities related to the Service Levels.
• Makes sure that agreed KPIs are monitored and reported.
• Translates the KPI requirements into technical terms so that KPI reporting can be automated.
• Provide guidance to the stakeholders

Essential Skills, Experience and Certifications

• Sound knowledge of Service Design, Transition and Operation processes with proved experience on one of these processes;
• Sound knowledge, or experience, on Projects/Programmes/Services management best practices from a lifecycle approach;
• Experience in resource management, including the planning for and allocation of resources in organizations;
• Excellent communication skills. Proven ability to effectively communicate orally and in writing, with good briefing skills;
• Advanced organizational skills and analytical approach to problem solving

Desirable Skills, Experience and Certifications

• ITIL v3 or higher Certificate

Education

• A university degree in a relevant scientific or engineering discipline equivalent to a BSc or 5 years of relevant experience relevant skillset;

Working Location

Working Policy

• On-site

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance