Service Delivery Manager

Spektrum have a wide range of exciting opportunities in several global locations. We are always looking to add great new talent to our team and look forward to hearing from you.

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

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATOs 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 categorises: 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 – C004793

Role Duties And Responsibilities

• 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 co- ordination with NCIA 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 NCIA 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 NCIA 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;
• Takes responsibility for managing the design, procurement, installation, upgrading, operation, control, maintenance and effective use of specific technology services.
• Leads the delivery of services, ensuring that agreed service levels, security requirements and other quality standards are met.
• Ensures adherence to relevant policies and procedures.
• Ensures that processes and practices are aligned across teams and providers to operate effectively and efficiently.
• Monitors the performance of technology services.
• Provides appropriate status and other reports to managers and senior users.
• Contract Management
• Sources and collects contract performance data (such as pricing and supply chain costs), and monitors performance against key performance indicators.
• Monitors progress against business objectives specified in the business case.
• Proactively manages risk and reward mechanisms in the contract.
• Identifies and reports under-performance and develops opportunities for improvement.
• Monitors compliance with terms and conditions and takes appropriate steps to address non-compliance.
• Identifies where change is required, and plans for variations.
• Ensures, in consultation with stakeholders, that change management protocols are implemented.
  
  

Education

• A minimum requirement of a Bachelors degree at a nationally recognised/certified University in a related discipline and 5 years post-related experience.
• Or exceptionally, the lack of a university degree may be compensated by the demonstration of a candidates particular abilities or experience that is/are of interest to NCIA, that is, at least 6 years extensive and progressive expertise in duties related to the function of the post.
  
  

Essential Skills, Experience And Certifications

• Proven 5 years experience as a Service Delivery Manager, IT Service Manager, or similar role, specifically in managing business application services.
• In-depth knowledge of business application technologies, platforms, and IT service management best practices.
• Proficiency in incident and problem management methodologies.
• Experience in service level management and continuous service improvement.
• Familiarity with ITIL or other IT service management frameworks.
• Proven experience in managing vendor relationships.
• Excellent communication, negotiation, and customer relationship management abilities.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• ITIL Intermediate or Expert /Managing Professional
• PRINCE 2 Foundation level or PMI PMP
  
  

Desirable

• 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 Demonstrable evidence in maintaining knowledge of advances in Information Technology;
• Familiarity with military telecommunications and information systems; DCIS, 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

• Onsite
  
  

Travel

• Some travel to other NATO sites may be required
  
  

Security Clearance

• Valid National or NATO Secret personal security clearance
  
  

We never know what new opportunities might be just over the horizon. If this opportunity isnt 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.

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