Requirement: Service Management Support
Location: Poggio Renatico, ITALY
Full Time On-Site: Yes
Time On-Site: 100%
Not to Exceed Rate: 82 EUR
Total Scope of the request (hours): 660
Required Start Date: 3 August 2026
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
Duties & Role:
In support of CSU's mission, the individual is responsible for all customer-facing service management activities, and managing the team delivering service management, customer coordination, contractual compliance, and project support. The individual ensures local service delivery remains aligned with Service Level Agreements, customer expectations, and NCIA policies.
Key Duties will include:
- Supports the Service Management Authority (SMA) for the CSU's assigned Service Level Agreements and monitors against KPIs.
- Primary interface with customers and Service Owners on all service management matters, coordinating performance reporting, issue resolution, customer satisfaction monitoring, and continuous service improvement.
- Leads Change and Configuration Management activities, ensuring effective planning, implementation, and governance of changes to IT systems.
- Leads development and execution of Project Management Plans, including requirements definition and resource management.
Requirements
Skill, Knowledge & Experience:
- The candidate must have a currently active NATO SECRET security clearance
- Minimum 2 years of experience from Information and Communication Technology (ICT) service management to deliver IT services and Customer Support management.
- Experience contributing to operational planning, resource allocation, and risk management processes.
- Higher Secondary education and completed higher vocational training leading to a formal technical or professional certification with 3 years function related experience, or a Secondary education and completed advanced vocational training leading to a professional qualification or professional accreditation with 5 years post related experience.
- Ability to work independently and manage multiple tasks simultaneously.
- Demonstrated ability to work collaboratively in a team environment and interact positively with multiple departments
- Excellent written and verbal communication skills, capable of conveying complex technical information clearly and concisely to both technical and non-technical audiences.
- Demonstrated ability to handle stressful situations with calmness, ensuring the user feels supported throughout their interaction. Empathetic and patient, understanding the frustrations users may feel and aiming to alleviate them. Positive attitude and a genuine desire to assist and educate users.
- Strong analytical skills, capable of quickly identifying issues and determining the most efficient resolution.
- Language Proficiency Requirement: Level 3 English language skills according to NATO STANAG 6001: Listening (3); Speaking (2); Reading (3); and Writing (2) or according to Common European Framework of Reference for Language level B2-C1/Upper Intermediate-Advanced Level.
