NATO CIS Service Delivery Lead

Spektrum; Konak; On-site; TRY 700,000 - 950,000; Full time

Job summary

Spektrum delivers end-to-end Communications and Information Systems (CIS) services to NATO CIS Support Units on an on-site basis, working as part of an integrated team under client task orders.

The Service Delivery Manager is the main client contact, overseeing service levels, KPIs, and escalations while coordinating with the contracting function. Regular travel to NATO locations is required, and applicants must hold NATO SECRET or equivalent clearance to work in Türkiye.

Qualifications

• Degree in IT, engineering or business, or equivalent experience.
• At least eight years in IT service delivery, including at least three years managing outsourced or contracted IT services against SLAs and KPIs.
• Strong ITIL/ITSM knowledge and experience of ISO/IEC 20000-aligned service management.
• Proven stakeholder management and reporting to senior client representatives.
• Experience managing multidisciplinary technical teams.

Responsibilities

• Act as the client's primary point of contact for all contracted services.
• Receive and register Task Orders, and issue execution plans that name the units, resources, mobilisation dates and acceptance evidence.
• Oversee service levels and KPIs, and ensure corrective action plans are put in place when thresholds are at risk or breached.
• Produce the monthly service performance report and executive dashboard inputs, and lead operational, tactical and strategic reviews.
• Manage escalations (level 2) and coordinate with the contracting function.
• Oversee resource planning, surge readiness and personnel continuity.
• Drive continuous service improvement and lessons learned.

Job description

Spektrum delivers end-to-end Communications and Information Systems (CIS) services to NATO CIS Support Units on an on-site basis, working as part of an integrated team under client task orders.

The Service Delivery Manager is the main client contact, overseeing service levels, KPIs, and escalations while coordinating with the contracting function. Regular travel to NATO locations is required, and applicants must hold NATO SECRET or equivalent clearance to work in Türkiye.