Service Manager

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 – C004626

Role Duties and Responsibilities

Under the direction of the Principal Service Manager, but largely under own initiative, the incumbent will perform duties such as the following:

• Manage the Deployable CIS (DCIS) infrastructure as a service and ensure system readiness at a level specified in the Service
• Level Agreements (SLA). Ensures the availability and quality of engineering support delivered to the customer through close coordination with NCI Agency Business Areas and the CIS Support and Sustainment Centre (CSSC);
• Support to exercises;
• Manage the renewal of the security accreditation for each of the DCIS systems
• Manage the DCIS Configuration Management Process to ensure that all assets are maintained at known configuration states and can be correctly accounted for;
• Conduct periodic risk assessments to anticipate and deal with obsolescence and initiate new projects under the NATO Security and Investment Programme (NSIP) when required;
• Develop Change Management plans to overcome problems identified and will also manage the uplift of the configuration baseline to meet evolving operational requirements;
• Support the Principal Service Manager with the development of the annual Operational and Maintenance (O&M) budget submission and will develop a financial plan for the execution of the O&M funds ensuring that DCIS assets are kept updated;
• Ensure that the system documentation for operation, maintenance and training is updated in accordance with system evolution;
• Manage the recommended list of spare parts and availability of spares in close coordination with the NCI Agency Business Areas and the CSSC;
• Manage contractor support resources and acceptance of services of contractors;
• Provide input to the Principal Service Manager for the quarterly SLA report;
• Provide input and recommendations to the SLA Change management process;
• Assessment of manpower and O&M budget requirements;
• Provide support to project managers as required through the project development, delivery and transition into service phases;
• Manage the support to the operational user during the transition into service of new systems and capabilities;
• Manage the integration of DCIS with non-CIS systems and infrastructure projects delivered to the operational user, ensuring that the component projects form an operational capability;
• Sponsoring DCIS training courses delivered by NCI Agency Academy, ensuring that the technical content is aligned to the system baseline and meets the requirement of the operational user;
• Participating in the technical portion of inspections and Joint Final Acceptance Inspections (JFAIs) as new systems as transitioned into operations, including conducting follow-up actions regarding the resolving of deficiencies;
• Provide support to Operations and during operational planning events;
• Deputize for higher grade staff, if required;
• Performs other duties as may be required.

Essential Skills, Experience and Certifications

• A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 2 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 6 years extensive and progressive expertise in duties related to the function of the post;
• 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

Desirable Experience and Education:

• ITIL Expert /Managing Professional
• PRINCE 2 Foundation level or PMI PMP;
• MSP Foundation
• Management of Risk Foundation;
• 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).

Working Location

• Braine-l'Alleud, Belgium

 Working Policy

• 100% Onsite

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance