Service Delivery Manage

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

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Who we are supporting 

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

• Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
• Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
• Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.
• Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.

The program

Assistance and Advisory Service (AAS)

The NATO Communications and Information Agency (NCI Agency) is NATO’s principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.

To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

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Role ID – C004897

Role Duties and Responsibilities

• Coordinated Service Management & Service Delivery support of NIMSC Land & Air Business Unit- Allied Operations & Missions portfolio; for assigned Services / Missions / Projects & the support of Project Managers, utilizing NATO tools & systems (EBA, Service Now & SharePoint).
• The support will be provided by means of:
  • Tracking, by using NCIA EBA & Service Now tool sets, financial status (OPEX & CAPEX) including ACQ progress (PR to PO) upon a daily basis, including Resource Management, Cost planning & Timeline planning within Service Now.
  • Updating NIMSC SharePoint Portal upon a weekly basis with progress & recommendations.
  • Delivering a monthly written project & financial Status & related expenditure budget Report; highlighting Problems, Issues, Trend & Analysis, Risks & recommended Solutions for assigned Services/ Missions & Projects.
• Reporting monthly to the NIMSC Land & Air Business Unit, Senior Service Delivery Manager, Allied Operations & Missions Team Lead, the financial status of all assigned Service / Mission & Project budgets within the NIMSC Land & Air Business Unit, Allied Operations & Missions portfolio.
• The Acceptance criteria for the monthly report are the following:
  • Is submitted by the agreed date, which is the last working day of the month.
  • Contains updated status of PRs/POs for active procurement procedures, including Resource Management, Cost planning & Timeline planning within Service Now.
  • SharePoint is up-to-date & indicates the progress / recommendations.
  • Highlights Problems, Issues, Trends & Analysis, Risks & recommended Solutions for assigned Services / Missions & Projects.
  • Data matches the EBA system snapshot & SharePoint updates.
• As part of the Continuous Improvement process, identify process bottlenecks & opportunities for End-to-End process improvements & process synergies.
• The above to be implemented via:
  • Tracking and Documenting upon a daily basis, any opportunities for Continuous Improvement & process synergies.
  • Updating NIMSC SharePoint Portal upon a weekly basis with any opportunities for Continuous Improvement and process synergies & recommendations.
  • Delivering a monthly written Continuous Improvement Report, detailing Opportunities for Continuous Improvement in Service Delivery & Mission Support; highlighting Problems, Issues, Trend & Analysis, Risks & recommended Solutions.
• Reporting monthly to the NIMSC Land & Air Business Unit, Senior Service Delivery Manager, Allied Operations & Missions Team Lead, opportunities for process improvements & synergies.
• The Acceptance criteria for the monthly report are the following:
  • Is submitted by the agreed date, which is the last working day of the month.
  • Any opportunities for Continuous Improvement & process synergies are documented.
  • SharePoint is up-to-date & indicates opportunities for improvement and process synergies / recommendations.
  • Provides details for Opportunities for Continuous Improvement in Service Delivery & Mission Support; as well as highlights Problems, Issues, Trend & Analysis, Risks & recommended Solutions.
• Strategic partnerships & effective customer relationship management to be fostered & built within NCI Agency, other NATO entities, Commercial & Industry partners.
• The deliverable to be justified & executed while:
  • Tracking & Documenting upon a daily basis, any Customer Engagements.
  • Updating NIMSC SharePoint Portal upon a weekly basis, with any Customer Engagements Outcomes & recommendations.
  • Delivering a monthly written Customer Engagement Report, detailing Customer Engagements & Outcomes; highlighting Problems, Issues, Trend & Analysis, Risks & recommended Solutions.
• Reporting monthly to the Land & Air Business Unit, Senior Service Delivery Manager, Allied Operations & Missions Team Lead, the status of all related supporting service, mission & project 5 year Obsolescence plans.

Essential Skills, Experience and Certifications

• Shall have a proven record in Service Management, within the NATO and Commercial environments.

Acceptable Qualified Level (AQL)

At least 5 years' prior Commercial experience.

At least 3 years' prior NATO experience (in particular with NCI Agency).

• Shall have a proven record in Customer Relationship Management, and ability to communicate effectively with NATO civilian staff, Military staff and Commercial Partner staff, at all levels.

At least 5 years' prior Commercial experience.At least 3 years' prior NATO experience (in particular with NCI Agency).

• Shall have a thorough understanding of NCI Agency C2 structure and service lines/ centers.

AQL

At least 3 years' prior NATO experience (in particular with NCI Agency).

• Shall have a Bachelor degree and Bachelor level education.

AQL

Awarded by a nationally recognised/ certified University (ideally within a Service Management related discipline)

• Shall have a thorough understanding of ITIL ® methodology.

AQL

At least Foundation level qualified

• Shall have a thorough understanding of Project Management methodology.

AQL

At least Prince2 ® or equivalent qualified

• Shall have a thorough understanding NCIA Service Now tool set.

AQL

At least 2 years' experience using NCIA Service Now tool set

• Shall have a thorough understanding NCIA EBA tool set.

AQL

At least 2 years' experience using NCIA EBA tool set

• Shall have a thorough understanding NCIA ITSM tool set.

AQL

At least 2 years' experience using NCIA ITSM tool set

• Shall have a thorough understanding of NATO Allied Operations and Mission processes and procedures.

AQL

At least 2 years' experience of NATO Allied Operations and Mission processes and procedures.

• Shall have a thorough understanding of NATO CIS processes and procedures.

AQL

At least 2 years' experience of NATO CIS processes and procedures.

• Shall have a thorough understanding of OLA and SLA processes and procedures

AQL

At least 2 years' experience of NATO OLA and SLA processes and procedures (in particular NCI Agency processes and procedures).

• Shall have a thorough understanding of Risk Management techniques when applied in a commercial environment.

AQL

At least 2 years' experience of applying Risk Management techniques in a commercial environment, delivering value stream improvement to the End-to-End Service Management support.

• Shall be conversant with Microsoft Office tool set.

AQL

At least 2 years' experience of using the Microsoft Office tool set.

Language

• Shall have excellent communication, written and verbal in English.

AQL

The Contractor personnel shall be able to listen, speak, read and write in English to or above the NATO SLP 3333 (= good/minimum professional) in accordance with STANAG 6001.

Working Location

• Brunssum, Netherlands

Working Policy

• Onsite

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance