Requirement Title: Senior Service Delivery Manager
Location: Brunssum, Netherlands
Full time on-site: Yes
Not to Exceed: 82 Euro
Total Scope of the request (hours): 836
Required Start Date: 09-JUL-2026
End Contract Date: 31-DEC-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
Specific Working Conditions: The Service environment will be a normal office environment within the Host Nation complex (and field conditions during operational support), but Remote and Mobile service delivery will be permitted, as and when necessary; with the prior approval of the NIMSC Senior Service Delivery Manager
Duties and Role:
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.
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.
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.
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.
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.
Requirements
Education, Experience and Training (essential):
- 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.
- At least 3 years' prior NATO experience (in particular with NCI Agency).
- Shall have a Bachelor degree and Bachelor level education.
- Awarded by a nationally recognised/ certified University (ideally within a Service Management related discipline)
- Shall have a thorough understanding of ITIL ® methodology.
- At least Foundation level qualified
- Shall have a thorough understanding of Project Management methodology.
- At least Prince2 ® or equivalent qualified
- Shall have a thorough understanding NCIA Service Now tool set.
- At least 2 years' experience using NCIA Service Now tool set
- Shall have a thorough understanding NCIA EBA tool set.
- At least 2 years' experience using NCIA EBA tool set
- Shall have a thorough understanding NCIA ITSM tool set.
- At least 2 years' experience using NCIA ITSM tool set
- Shall have a thorough understanding of NATO Allied Operations and Mission processes and procedures.
- 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.
- At least 2 years' experience of NATO CIS processes and procedures.
- Shall have a thorough understanding of OLA and SLA processes and procedures
- 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.
- 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.
- At least 2 years' experience of using the Microsoft Office tool set.
- Shall have excellent communication, written and verbal in English.
- 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.
