The objective of this role is to enhance and streamline NATO IT Service Management processes by leading an IT Service Management (ITSM) Maturity Assessment project, coordinating the review and update of IT Service and IT Service Management Strategies, drafting a Service Transition Directive. Additionally, the role involves reviewing and updating the Service Performance Measurement Framework, ensuring all strategies and directives are clear, effective and aligned with organizational goals. This position requires strong leadership, coordination and communication skills to effectively manage and improve NATO ITSM initiatives.

The consultant  will be a key contributor on the following initiatives:

Leading a NATO Enterprise ITSM Maturity Assessment project:

• Lead a comprehensive evaluation of the current maturity levels of the IT Service Management processes within the Enterprise, providing direction to an external consulting firm;
• Oversee development and implementation of a structured assessment framework to identify strengths, weaknesses and areas for improvement;
• Engage with key stakeholders to gather insights and feedback on service performance and maturity;
• Prepare detailed reports and presentations to communicate findings and recommendations to senior management;
• Develop and monitor action plans to address identified gaps and track progress over time.

Supporting the coordination Process of the NATO Enterprise IT Service Strategy:

• Review and analyze feedback and comments from various stakeholders on the proposed IT Service Strategy;
• Organize and lead clarification meetings to address stakeholder concerns and ensure alignment with strategic objectives;
• Collaborate with cross-functional teams to incorporate feedback and update the IT Service Strategy document;
• Ensure that the revised strategy is communicated effectively to all relevant parties and is aligned with the
  organization's goals;
• Monitor the implementation of the updated strategy and provide ongoing support to ensure its success.

Supporting the coordination Process of the IT Service Management Strategy:

• Review and evaluate stakeholder feedback on the proposed IT Service Management Strategy;
• Facilitate discussions and clarification meetings to resolve any ambiguities and align stakeholder expectations;
• Work closely with IT and business teams to integrate feedback and update the strategy document accordingly;
• Ensure that the updated IT Service Management Strategy is communicated clearly and adopted across the
  organization;
• Track the implementation of the strategy and provide continuous support to ensure it meets its objectives.

Drafting a NATO Enterprise Service Transition Directive and orchestrating the coordination process:

• Develop a comprehensive Service Transition Directive to guide the smooth transition of IT services from development to operation;
• Engage with key stakeholders to gather requirements and ensure the directive addresses all critical aspects of service transition;
• Coordinate the review and feedback process, leading meetings to clarify and resolve any issues;
• Update the directive based on stakeholder input and ensure it aligns with organizational policies and standards;
• Oversee the implementation of the directive, providing guidance and support to ensure successful transitions.

Reviewing and updating a Service Performance Measurement Framework and orchestrating the coordination process:

• Conduct a thorough review of the existing draft Service Performance Measurement Framework to assess its
  effectiveness;
• Engage with stakeholders to gather feedback and identify areas for improvement;
• Lead the coordination process to update the framework, ensuring it reflects current best practices and organizational goals;
• Facilitate meetings to clarify feedback and ensure stakeholder alignment;
• Implement the revised framework and monitor its effectiveness, providing ongoing support and adjustments as
  needed.

Other duties as assigned.