Account Manager

Who we are:

For more than 70 years, NATO’s mission has been to preserve peace and security in the Alliance for nearly one billion citizens. The NATO Communications and Information Agency (NCI Agency) and its predecessors have worked tirelessly in providing the means that enable the connectedness and togetherness that keep our Alliance strong. We are the NCI Agency, a team of 3000 civilian and military staff in 29 locations throughout Europe, North America and Asia.

Our technology and cyber experts allow NATO to conduct critical operations, protect NATO’s airspace, make data-driven decisions, defend against cyber-attacks, secure NATO networks and maintain superiority in space. This is all possible because of our greatest force, our people. In order to keep this edge we aim to hire, train and retain the very best staff.

Our staff members represent both the diversity and unity of our Alliance. When you join the NCI Agency, you will be part of an organization where you can contribute authentically to the mission and purpose of NATO and help us keep our technological edge.

About the job:

Based in Mons in Belgium, you will join the Agency as we embark on a journey to transform our IT services to support NATO’s Digital Endeavour. You will join the Chief Operating Office (COO), which is accountable for aligning demand and supply to create customer value, by leading business through-life cycle development and planning, prioritizing incoming requests, overseeing resource allocation to projects and services. COO is directing data-driven performance improvements keeping the Agency Portfolio, Programme, Project and Services Management (P3SM) framework updated and ensuring compliance. COO enables the full life-cycle support for Service Delivery and continual improvement, supervising compliance with the NCI Agency processes whilst promoting a collaborative environment for effective and efficient business operations.

We are looking for a driven and enthusiastic Account Manager who will take on the following roles and responsibilities:

• Support the development of jointly owned Customer Agreements (incl. resolving basic legal issues), e.g. Service Level Agreements (SLA)/Service Support Packages (SSP), Price Proposals.
• Understand Customer’s business and needs, and support a joint and coordinated approach to requirement coherence within a given portfolio of Customer Agreements.
• Manage Business Intake for supported Customers and deliver Price/Project Proposals for supported.
• Customers in accordance with the relevant processes and Direction & Guidance by Management and Governance.
• Monitor in-year execution of Agreements once they are in force, including customer issue/problem handling and participating in review meetings.

For a full list of duties, please review the job description on the NCI Agency career site.

About you:

The valuable knowledge and experience that you bring to this role are:

• 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.
• At least 2-year experience relevant to Account Management.
• A demonstrable knowledge, experience and understanding of Customer Management and skills in negotiation; must have a sense of diplomacy and propriety in order to work harmoniously with colleagues and other staff, in an international environment, as well as with staff from private scientific/industrial organisations as required.
• Demonstrable knowledge and experience of Service Management principles and execution in a similar organisation or environment.
• Fluency in English, both written and spoken

What we offer:

• Genuinely meaningful work as part of the most successful alliance in history.
• 3 year contract with competitive tax-free salary and household and children’s allowances.
• Privileges for expatriate staff including expatriation and education allowances (where appropriate) and additional home leave.
• Excellent private health insurance scheme.
• Generous annual leave of 30 days plus official holidays.
• NATO Pension Scheme.
• Development programs such as professional training, wellbeing, and more.

To learn more about NCI Agency and our work, please visit our website. 

The NCI Agency prides itself on being an equal opportunity employer. We are committed to fostering an inclusive environment of mutual respect and value uniqueness and differences in gender, gender identity, race, ethnic or cultural origin, age, religion, sexual orientation and physical or neurocognitive ability. 

Additional details on the conditions of application can be found via the NCI Agency career site.