#NC26ICT190228 - Service Delivery Manager
Deadline: August 4, 2026
Requester: NATO
Location: Braine L'Alleud, Belgium
Job type: Contractor
Start date: September, 2026
Security clearance: NATO SECRET
SCOPE OF WORK / DUTIES / ROLES
Under the direction of the Principal Service Manager, but largely under own initiative, the individual will perform duties pertaining to the delivery of CIS services as detailed in the Service Level Agreements between NCI Agency (Internal service provider), the service operator and user (the customer):
- Managing assigned service(s) to ensure Service readiness at a level specified in the SLA by ensuring the availability and support delivered to customer through close co-ordination with NCI Agency service lines and the CIS Support and Sustainment Centre (CSSC);
- Drive Continuous Service Improvements by providing recommendations to the Principal Service Manager and action agreed items accordingly;
- Review, develop, enhance Service Models and support documentation for customers, operations, maintenance and
training; - Will analyse and report on Incidents, Service Request and Changes on weekly, Monthly and Quarterly basis;
- Work with stakeholders including Customers, External Service Providers, NCIA Engineers and Senior management to ensure Services are delivered to meet customer needs an SLAs;
- Will conduct periodic risk assessments to anticipate and deal with obsolescence and initiate new projects under the NATO Security and Investment Programme (NSIP) when required;
- Will provide support to project managers as required to ensure Service Requirements, Changes are captured, and transitioned into service successfully;
- Manage the Configuration Management to ensure that all assets are maintained at known configuration states and can be correctly accounted for;
- Will drive the development and control of the annual Service budget with the support the Principal Service Manager;
- Managing contractor support resources and acceptance of services of contractors;
- Will provide input to the Principal Service Manager for the Quarterly SLA report;
- Assessment of manpower and O&M budget requirements;
- Perform other duties as may be required.
REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE
- A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 5 years post-related experience as set out in the Duties;
- 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 10 years extensive expertise in duties related to the function of the post;
- Service Management: Strong Service (Delivery) Management experience with at least 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;
- Developing/Improving Service Models, support documentation for operations, maintenance and training along with providing recommendations and actioning Continuous Service Improvements;
- Demonstrable of experience as a line manager and provide evidence of having the ability of being a motivator and mentor;
- Thorough experience in Service Transition, Configuration Management and Change Management processes and tools;
- Experience in roles requiring significant business and managerial skills, such as: contingency planning and
implementation; budget planning & control, preparation, and execution; - Managing small scale projects for the implementation of CIS services related to network monitoring and network performance management services; Managing, leading, and mentoring a team;
- Experience in roles with requirement to display report writing and presentation skills.
Desirable:
- Service Management professional: ITIL Expert /Managing Professional with strong experience of management of service, Service Design, Transition and Continuous Service Improvement of services;
- Proven success in Service Delivery an operational, technical team lead and service manager;
- Strong demonstratable experience in Continuous Service Improvements;
- PRINCE 2 Foundation level or PMI PMP;
- MSP Foundation;
- Management of Risk Foundation;
- Demonstrable evidence in maintaining knowledge of advances in Information Technology;
- Familiarity with military telecommunications and information systems; VLF to Satellite EHF;
- Member of a recognized professional body or institution;
- Prior experience of working in an international environment;
- Desirable experience of working in environment with both military and civilian elements;
- Knowledge of NATO responsibilities and organization, including Allied Command Operations (ACO) and Allied Command Transformation (ACT).
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