Requirement: Service Delivery Manager
Location: Braine-l'Alleud, BELGIUM
Full Time On-Site: Yes
Time On-Site: 100%
Not to Exceed Rate: 82 EUR
Total Scope of the request (hours): 836
Required Start Date: 8 June 2026
End Contract Date: 31 December 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:
- Manage the Deployable CIS (DCIS) infrastructure as a service and ensure system readiness at a level specified in the Service Level Agreements (SLA).
- Ensures the availability and quality of engineering support delivered to the customer through close co-ordination with NCIA Business Areas and the CIS Support and Sustainment Centre (CSSC);
- Support to exercises;
- Manage the renewal of the security accreditation for each of the DCIS systems;
- Manage the DCIS Configuration Management Process to ensure that all assets are maintained at known configuration states and can be correctly accounted for;
- Conduct periodic risk assessments to anticipate and deal with obsolescence and initiate new projects under the NATO Security and Investment Programme (NSIP) when required;
- Develop Change Management plans to overcome problems identified and will also manage the uplift of the configuration baseline to meet evolving operational requirements;
- Support the Principal Service Manager with the development of the annual Operational and Maintenance (O&M) budget submission and will develop a financial plan for the execution of the O&M funds ensuring that DCIS assets are kept updated;
- Ensure that the system documentation for operation, maintenance and training is updated in accordance with system evolution;
- Manage the recommended list of spare parts and availability of spares in close coordination with the NCIA Business Areas and the CSSC;
- Manage contractor support resources and acceptance of services of contractors;
- Provide input to the Principal Service Manager for the quarterly SLA report;
- Provide input and recommendations to the SLA Change management process;
- Assessment of manpower and O&M budget requirements;
- Provide support to project managers as required through the project development, delivery and transition into service phases;
- Manage the support to the operational user during the transition into service of new systems and capabilities;
- Manage the integration of DCIS with non-CIS systems and infrastructure projects delivered to the operational user, ensuring that the component projects form an operational capability;
- Sponsoring DCIS training courses delivered by NCIA Academy, ensuring that the technical content is aligned to the system baseline and meets the requirement of the operational user;
- Participating in the technical portion of inspections and Joint Final Acceptance Inspections (JFAIs) as new systems as transitioned into operations, including conducting follow-up actions regarding the resolving of deficiencies;
- Provide support to Operations and during operational planning events;
- Takes responsibility for managing the design, procurement, installation, upgrading, operation, control, maintenance and effective use of specific technology services.
- Leads the delivery of services, ensuring that agreed service levels, security requirements and other quality standards are met.
- Ensures adherence to relevant policies and procedures.
- Ensures that processes and practices are aligned across teams and providers to operate effectively and efficiently.
- Monitors the performance of technology services.
- Provides appropriate status and other reports to managers and senior users.
- Sources and collects contract performance data (such as pricing and supply chain costs), and monitors performance against key performance indicators.
- Monitors progress against business objectives specified in the business case.
- Proactively manages risk and reward mechanisms in the contract.
- Identifies and reports under-performance and develops opportunities for improvement.
- Monitors compliance with terms and conditions and takes appropriate steps to address non-compliance.
- Identifies where change is required, and plans for variations.
- Ensures, in consultation with stakeholders, that change management protocols are implemented.
Specific Working Conditions:
Normal office environment, and field conditions during exercise / operational support. Business travel to other NATO sites within Belgium up to 1 - 2 times per month and national (NATO and non-NATO) facilities. May be required to undertake duty travel to operational theatres inside and outside NATO boundaries.
Requirements
Skill, Knowledge & Experience:
- The candidate must have a currently active NATO SECRET security clearance
- A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 5 years post-related experience.
- 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 NCIA, that is, at least 6 years extensive and progressive expertise in duties related to the function of the post.
- Proven 5 years' experience as a Service Delivery Manager, IT Service Manager, or similar role, specifically in managing business application services.
- In-depth knowledge of business application technologies, platforms, and IT service management best practices.
- Proficiency in incident and problem management methodologies.
- Experience in service level management and continuous service improvement.
- Familiarity with ITIL or other IT service management frameworks.
- Proven experience in managing vendor relationships.
- Excellent communication, negotiation, and customer relationship management abilities.
- Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
- Training/Certifications: ITIL v4 Foundation
- Sound experience in IT services engineering, planning, operations, maintenance and management;
- Demonstrable of experience as a line manager and provide evidence of having the ability of being a motivator and mentor;
- Sound experience on the 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, 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 Demonstrable evidence in maintaining knowledge of advances in Information Technology;
- Familiarity with military telecommunications and information systems; DCIS, VLF to Satellite EHF
- Member of a recognized professional body or institution;
- Prior experience of working in an international environment comprising both military and civilian elements;
- Knowledge of NATO responsibilities and organization, including Allied Command Operations (ACO) and Allied Command Transformation (ACT).
- Training/Certifications: ITIL Intermediate or Expert /Managing Professional; PRINCE 2 Foundation level or PMI PMP
