Principal Service 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 Braine l'Alleud (Brussels Region) 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 NATO Integrated Mobile Service Centre, which provides NATO and its partners with scalable, protected, secure, reliable, and integrated Wireless Communication-based Services with a focus on NATO Operations, Crisis Response, Missions, Exercises and Business Continuity. The NIMSC Chief is responsible for planning and executing all lifecycle management activities for centre's following services: strategy, design, transition, operation and continuous service improvement including subject matter expertise, research and development, acquisition and logistic support.

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

• Manages the development, implementation and testing of continuity management plans
• Plans and implements complex and substantial risk management activities within a specific function, technical area, project or programme.
• Manages the execution of business process improvements.
• Identifies and manages resources needed for budgeting, estimating, planning, developing and delivering a specified portfolio of technology services and systems.
• Oversees and measures the fulfilment of contractual obligations, Using key performance indicators to monitor and challenge performance and identify opportunities for continual improvement.
• Identifies the communications and relationship needs of stakeholder groups.
• Translating communications/stakeholder engagement strategies into specific activities and deliverables.

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 Master's degree at a nationally recognised/certified University in a related discipline and 5 years post-related experience or a Bachelor’s degree with 8 years post related experience.

·        Minimum of 5 years’ experience in Service Management with a large international or governmental IT support organization.

·        Extensive experience managing large IT support budgets.

·        Extensive experience implementing continual service improvement at the portfolio level.

·        Extensive experience in leading cross-functional teams, preferably in an international environment

·        ITIL(R) 4 Foundation and Intermediate

·        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.