#NC25MGT181423 - Continual Service Improvement (CSI) Manager - Closed
Deadline: August 24, 2025
Requester: NATO
Location: Braine L'Alleud, Belgium
Job type: Contractor
Start date: October, 2025
Security clearance: NATO SECRET
SCOPE OF WORK / DUTIES / ROLES
Business process improvement:
- 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. Organisational capability development;
- 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.
Business intelligence:
- 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.
Quality Management:
- Assists in the development of new or improved practices and organisational processes or standards.
Stakeholder relationship management:
- Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management;
- Excellent written communication skills for drafting clear, concise, and user-friendly articles, announcements, and site updates Methods and tools;
- Provides advice and guidance to support the adoption of methods and tools and adherence to policies and standards;
- Contributes to and operate 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 of 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.
REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE
- A Bachelor's degree at a nationally recognised/certified University in a related discipline and 2 years post-related experience;
- 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.
This position is now closed.
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