#NC26MGT189151 - Service Support Integration Officer
Deadline: June 3, 2026
Requester: NATO
Location: Mons, Belgium
Job type: Contractor
Start date: July, 2026
Security clearance: NATO SECRET
SCOPE OF WORK / DUTIES / ROLES
- Support the development, implementation, and review of strategic plans, policies, and initiatives by conducting analysis, coordinating inputs, and preparing reports and recommendations for management;
- Coordinate risk management activities, including maintaining risk registers, monitoring mitigation actions, and preparing regular reports to support management decision-making;
- Analyse business processes and working practices to identify opportunities for improvement, increased efficiency, and greater standardization;
- Develop process maps, briefing materials, and recommendations to support business process improvement initiatives;
- Monitor performance against agreed objectives and key performance indicators, and prepare reports and presentations for senior management;
- Coordinate the implementation and follow-up of organizational improvement initiatives and management actions;
- Facilitate meetings, workshops, and working groups; document outcomes and track agreed actions to completion;
- Support workforce and resource planning activities, including the collection and analysis of staffing, training, and funding requirements;
- Assist in the development and maintenance of policies, procedures, standards, and guidance to ensure consistency and compliance;
- Build and maintain effective relationships with internal and external stakeholders, acting as a focal point for coordination and information exchange;
- Support the identification, investigation, and resolution of incidents, recurring issues, and operational challenges, and track corrective actions;
- Prepare high-quality briefings, reports, presentations, and correspondence for management and governance bodies;
- Provide advice and analytical support to managers and staff on strategic planning, risk management, performance monitoring, and organizational effectiveness matters;
- Contribute to the continuous improvement of tools, templates, and reporting mechanisms used to support planning and management activities;
- Support the design and implementation of service support models for new NATO entities, capabilities, and locations, including service scope, roles and responsibilities, escalation arrangements, and transition criteria;
- Coordinate service integration activities in line with SIAM principles to ensure effective end-to-end support across multiple internal and external providers;
- Ensure service support arrangements are aligned with the NCIA service catalogue, service management governance, and relevant ITIL practices;
- Contribute to project and programme activities by integrating operational readiness and service transition requirements;
- Develop and maintain key artefacts, including service support models, readiness assessments, integration plans, KPI/SLA frameworks, and risk registers;
- Coordinate with stakeholders to ensure operational readiness, service continuity, and effective transition into service;
- Support operational planning, crisis response, and surge activities to ensure service implications are fully considered;
- Monitor contractor-delivered services to ensure compliance with CSU procedures and service quality standards;
- Prepare reports, briefings, and decision papers for management and governance bodies;
- Represent DCSU in meetings, working groups, and governance forums, as required;
- Contribute to service level management activities, including the development and review of SLAs, OLAs, and underpinning agreements;
- Participate in recruitment and selection activities, as required.
REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE
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A master degree at a nationally recognised/certified University in a related discipline and 3 years post-related experience;
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Or a Bachelor's degree with 5 years post related experience;
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The incumbent must have a minimum of five years of CIS engineering experience and five years of experience in the management of CIS systems as a Service Operations Manager;
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A minimum of five years managerial and supervisory experience leading multi-disciplinary service delivery teams involving dependencies, suppliers, contractors and governance stakeholders in complex, multinational environments;
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Knowledge and experience in the preparation and implementation of new or changed services;
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Knowledge in the management of performance of systems and services;
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Knowledge and experience of requirements' identification, and their analysis and validation;
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Demonstrated experience in service continuity, incident response, and infrastructure support;
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Experience in NATO planning processes (NDPP, COPD) or similar and comparable operational/crisis response planning;
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Experience delivering of IT services and organizing of resources to deliver against SLA targets;
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Proven ability to manage shift-based or 24/7 operations and on-call support;
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Experience contributing to risk management, operational planning, and technical governance;
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Experience developing service models, support concepts, transition plans, operational readiness criteria, and SIAM/ITIL-aligned artefacts and service operations frameworks;
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Highly developed analytical skills coupled with the ability to apply flexibility to problem solving;
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Certification in a formal Project Management methodology (PRINCE2, PMP, PMBOK etc.);
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ITIL® 4 Foundation certification.
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