Service Transition Manager

Spektrum; Konak; On-site; TRY 400,000 - 700,000; Full time

Job summary

Spektrum delivers end-to-end Communications and Information Systems support to NATO CIS units from Izmir, Turkey, with on-site teams and cross-site coordination. The Service Transition Manager plans, coordinates and validates introductions of new CIS services into operations, ensuring acceptance, readiness and knowledge transfer.

Role requires 5+ years in IT service management, strong ITIL change and transition expertise, and the ability to work on-site in Türkiye.

Qualifications

• Degree in IT, engineering or business, or equivalent experience.
• 5+ years in IT service management; 2+ years in service transition or service introduction.
• Strong knowledge of ITIL service transition and change management.
• Understanding of IT infrastructure and CIS services.

Responsibilities

• Plan and coordinate service transitions, including cutover and handover to early-life support.
• Define service acceptance criteria and run operational readiness assessments.
• Lead knowledge capture and transfer, including SOP development, with outgoing and incoming teams.
• Coordinate with project managers, technical teams, change management and stakeholders.
• Manage transition risks, issues and dependencies.
• Support service onboarding and the handover of contracted services from incumbent providers.
• Maintain transition documentation and report progress.

Skills

IT service management

ITIL knowledge

Stakeholder management

Communication skills

Project coordination

Education

Degree in IT, engineering or business

Tools

ServiceNow

BMC Remedy

Job description

Who we are supporting

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.

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 service

Spektrum delivers end-to-end Communications and Information Systems (CIS) services to NATO CIS Support Units on an outcome basis: service desk and end-user support, provisioning and IMAC, CIS operations, systems, network and cyber security services, collaboration and VTC, logistics and configuration management, engineering, projects, exercise and surge support, service transition and training. Personnel work as part of one integrated, cleared on-site team, under Task Orders issued by the client, and are cross-assigned across services within their competence.

Role Background

The Service Transition Manager plans and manages the introduction of new or changed CIS services into operations. The role ensures that services meet acceptance and operational readiness criteria and that knowledge is transferred to the teams who will run them.

Role Duties and Responsibilities

• Plan and coordinate service transitions, including cutover and handover to early-life support.
• Define service acceptance criteria and run operational readiness assessments.
• Lead knowledge capture and transfer, including SOP development, with outgoing and incoming teams.
• Coordinate with project managers, technical teams, change management and stakeholders.
• Manage transition risks, issues and dependencies.
• Support service onboarding and the handover of contracted services from incumbent providers.
• Maintain transition documentation and report progress.

Essential Skills, Experience and Certifications

• Degree in IT, engineering or business, or equivalent experience.
• At least five years in IT service management, including at least two years in service transition or service introduction.
• Strong knowledge of ITIL service transition and change management.
• Understanding of IT infrastructure and CIS services.
• Strong coordination, stakeholder management and communication skills.

Desirable Skills, Experience and Certifications

• ITIL 4 Managing Professional or ITIL v3 Intermediate (Service Transition).
• Project management certification (PRINCE2, PMP).
• Experience with ServiceNow or BMC Remedy.
• Experience in NATO, defence or international organisations.
• Professional working proficiency in English, spoken and written (NATO STANAG 6001 SLP 3333 or equivalent desirable).

Working Location

• Izmir, Türkiye, with support to the CIS Support Element in Ankara and other NATO locations as tasked.

Working Policy

• On-site.

Travel

• Travel to other NATO sites in the area of responsibility may be required.
• Must hold, or be able to obtain before the start date, the right to work and reside in Türkiye (work and residence permit or Turkish citizenship).

Security Clearance

• Valid NATO SECRET personnel security clearance (or national SECRET clearance recognised for NATO SECRET) held at the start of the assignment; NATO SECRET is required for unescorted access to NATO premises.