Deadline Date:
Monday 25 August 2025
Requirement:
Continual Service Improvement (CSI) Manager
Location:
Braine-l'Alleud, BELGIUM
Full Time On-Site:
Yes
Time On-Site:
100%
Not to Exceed Rate:
64 EUR
Total Scope of the request (hours):
91
Required Start Date:
6 October 2025
Required Security Clearance:
NATO SECRET
Please do NOT
apply for any NATO contract positions unless you meet ALL the following criteria:
- Current National or NATO SECRET clearance
- Nationality of one of the NATO member countries
- Current work visa for the specific location if applying for an in-country position
Any applications that do NOT meet all the above - and do not CLEARLY show these on the CV - will be deleted.
Duties & Role:
Business process improvement:
- Manages the execution of business process improvements.
- Analyses and designs business processes to identify alternative solutions to improve efficiency, effectiveness and exploit new technologies and automation.
- Develops graphical models of business processes to facilitate understanding and decision-making.
- Contributes to identifying new areas of capability improvement within the organisation which may include enhancements to skills, technology or processes.
- Develops and maintains a detailed knowledge of capability improvement approaches and techniques and selects appropriate approaches for the organisation.
- Offers support, guidance, advice and suggestions to help continual improvement activities.
- Sources and prepares data for analysis and performs standard business intelligence analysis activities.
- Creates and delivers standard reports in accordance with stakeholder needs and conforms to agreed standards.
- Contributes to the recommendation of improvements.
- Assists in the development of new or improved practices and organisational processes or standards.
- Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management.
- Excellent written communication skills for drafting clear, concise, and user-friendly articles, announcements, and site updates
- Provides advice and guidance to support the adoption of methods and tools and adherence to policies and standards.
- Contributes to and operate a governance structure and develop the processes required to operate a CSI portfolio;
- Manages and monitors CSI initiatives across the NATO Enterprise and Mission environments;
- Updates and maintains of the CSI Register;
- Ensures the improvement plans introduce specific metrics and mechanisms to measure benefits;
- Establishes a framework of practice to promote the culture of continual improvement within the organisation, creating a culture for openness and sharing of ideas;
- Collaborates with IT and business teams to ensure that service improvement initiatives are effectively implemented and integrated into daily operations;
- Prepares regular reports on service improvement progress, including performance trends, achieved milestones, and upcoming initiatives;
Skill, Knowledge & Experience:
- The candidate must have a currently active NATO SECRET security clearance
- A Bachelor's degree at a nationally recognised/certified University in a related discipline and 2 years post-related experience.
- Recent experience (at least 2 years) in IT service management, with a focus on continual improvement;
- Prior experience contributing to successful service improvement initiatives across large organisations;
- Relevant experience in facilitating meetings, preferably in an international environment ;
- Excellent written and verbal communication skills;
- Experience in roles requiring to work independently and collaboratively in a team environment.
- Experience in SharePoint, including adding and updating site content, managing document libraries, and linking documentation.