#NC25MGT186195 - Service Manager - Closed
Deadline: February 22, 2026
Requester: NATO
Location: Braine L'Alleud, Belgium
Job type: Contractor
Start date: March, 2026
Security clearance: NATO SECRET
SCOPE OF WORK / DUTIES / ROLES
- Manage the Deployable CIS (DCIS) infrastructure as a service and ensure system readiness at a level specified in the Service Level Agreements (SLA). Ensures the availability and quality of engineering support delivered to the customer through close co-ordination with NCI Agency Business Areas and the CIS Support and Sustainment Centre (CSSC);
- Support to exercises;
- Manage the renewal of the security accreditation for each of the DCIS systems;
- Manage the DCIS Configuration Management Process to ensure that all assets are maintained at known configuration states and can be correctly accounted for;
- Conduct periodic risk assessments to anticipate and deal with obsolescence and initiate new projects under the NATO Security and Investment Programme (NSIP) when required;
- Develop Change Management plans to overcome problems identified and will also manage the uplift of the configuration baseline to meet evolving operational requirements;
- Support the Principal Service Manager with the development of the annual Operational and Maintenance (O&M) budget submission and will develop a financial plan for the execution of the O&M funds ensuring that DCIS assets are kept updated;
- Ensure that the system documentation for operation, maintenance and training is updated in accordance with system evolution;
- Manage the recommended list of spare parts and availability of spares in close coordination with the NCI Agency Business Areas and the CSSC;
- Manage contractor support resources and acceptance of services of contractors;
- Provide input to the Principal Service Manager for the quarterly SLA report;
- Provide input and recommendations to the SLA Change management process;
- Assessment of manpower and O&M budget requirements;
- Provide support to project managers as required through the project development, delivery and transition into service phases;
- Manage the support to the operational user during the transition into service of new systems and capabilities;
- Manage the integration of DCIS with non-CIS systems and infrastructure projects delivered to the operational user, ensuring that the component projects form an operational capability;
- Sponsoring DCIS training courses delivered by NCI Agency Academy, ensuring that the technical content is aligned to the system baseline and meets the requirement of the operational user;
- Participating in the technical portion of inspections and Joint Final Acceptance Inspections (JFAIs) as new systems as transitioned into operations, including conducting follow-up actions regarding the resolving of deficiencies;
- Provide support to Operations and during operational planning events;
- Deputize for higher grade staff, if required;
- Performs other duties as may be required.
REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE
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A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 2 years post-related experience;
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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;
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Service Management: ITIL Foundation and Intermediate Certifications certified in either Service Design/PPO, Service Transition/RCV, Service Operation/OSA, Service Strategy/SOA and or Continual Service Improvement; or latest versions;
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Sound experience in IT services engineering, planning, operations, maintenance and management;
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Demonstrable of experience as a line manager and provide evidence of having the ability of being a motivator and mentor;
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Sound experience on the Configuration Management and Change Management processes and tools;
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Experience in roles requiring significant business and managerial skills, such as: contingency planning and implementation; budget planning, preparation, and execution;
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Managing small scale projects for the implementation of CIS services related to network monitoring and network performance management services;
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Managing, leading, and mentoring a team;
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Experience in roles with requirement to display report writing and presentation skills&ITIL Expert /Managing Professional;
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PRINCE 2 Foundation level or PMI PMP;
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MSP Foundation;
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Management of Risk Foundation;
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Demonstrable evidence in maintaining knowledge of advances in Information Technology;
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Proven success as an operational, technical team lead and service manager;
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Familiarity with military telecommunications and information systems;
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VLF to Satellite EHF;
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Member of a recognized professional body or institution;
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Prior experience of working in an international environment comprising both military and civilian elements;
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Knowledge of NATO responsibilities and organization, including Allied Command Operations (ACO) and Allied Command Transformation (ACT).
This position is now closed.
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