IT Service Manager

IT Service Manager

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) with a wide range of specialist services. We provide 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
• Command and Control Systems
• Satellite Communications
• Electronic Warfare
• Information Management

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

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 categories: NATO International Civilians (NIC), Military (Mil), and Interim Workforce Consultants (IWC). The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

Role Duties and Responsibilities:

• Manages the execution of business process improvements.
• Analyses and designs business processes to identify alternative solutions to improve efficiency, effectiveness and exploit new technologies and automation.
• Develops graphical models of business processes to facilitate understanding and decision-making.
• Contributes to identifying new areas of capability improvement within the organisation which may include enhancements to skills, technology or processes.
• Develops and maintains a detailed knowledge of capability improvement approaches and techniques and selects appropriate approaches for the organisation.
• Offers support, guidance, advice and suggestions to help continual improvement activities.
• Sources and prepares data for analysis and performs standard business intelligence analysis activities.
• Creates and delivers standard reports in accordance with stakeholder needs and conforms to agreed standards.
• Contributes to the recommendation of improvements.
• Assists in the development of new or improved practices and organisational processes or standards.
• Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management.
• Provides advice and guidance to support the adoption of methods and tools and adherence to policies and standards.
• Contributes to and operates a governance structure and develop the processes required to operate a CSI portfolio;
• Manages and monitors CSI initiatives across the NATO Enterprise and Mission environments;
• Updates and maintains the CSI Register;
• Ensures the improvement plans introduce specific metrics and mechanisms to measure benefits;
• Establishes a framework of practice to promote the culture of continual improvement within the organisation, creating a culture for openness and sharing of ideas;
• Collaborates with IT and business teams to ensure that service improvement initiatives are effectively implemented and integrated into daily operations;
• Prepares regular reports on service improvement progress, including performance trends, achieved milestones, and upcoming initiatives.

Essential Skills, Experience and Certifications:

• Recent experience (at least 2 years) in IT service management, with a focus on continual improvement.
• Prior experience contributing to successful service improvement initiatives across large organisations;
• Relevant experience in facilitating meetings, preferably in an international environment;
• Excellent written and verbal communication skills;
• Experience in roles requiring to work independently and collaboratively in a team environment.
• Experience in SharePoint, including adding and updating site content, managing document libraries, and linking documentation.

Education:

• A Bachelor's degree at a nationally recognised/certified University in a related discipline and 2 years post-related experience.

Working Location: Braine l'Alleud, Belgium

Working Policy: On-site

Travel: Some travel to other NATO sites may be required

Security Clearance: Valid National or NATO Secret personal security clearance