Requirement: Service Management Assistant (PaaS)
Location: Braine-l'Alleud, BELGIUM
Full Time On-Site: Yes
Time On-Site: 100%
Not to Exceed Rate: 79 EUR
Total Scope of the request (hours): 836
Required Start Date: 31 August 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:
Technical Documentation
- Develop, maintain, review, and update technical and operational documentation.
- Create and maintain Standard Operating Procedures (SOPs), Agency Instructions (AIs), operational runbooks, implementation guides, service documentation, and process documentation.
- Ensure documentation is accurate, consistent, version-controlled, and aligned with organizational standards.
- Work closely with technical teams to capture and document operational processes and technical procedures.
- Support documentation for new services, operational changes, and continuous improvement initiatives.
- Maintain document repositories and ensure documentation remains current.
- Provide day-to-day administrative support to Service Delivery Managers.
- Prepare operational reports, dashboards, presentations, and service review materials.
- Support service governance activities and maintain operational records.
- Coordinate routine operational activities across multiple stakeholders.
- Track operational actions and follow up to ensure timely completion.
- Support budget planning, expenditure tracking, and cost monitoring.
- Assist with financial reporting and budget variance analysis.
- Maintain resource allocation plans and track effort (hour) allocation across services and initiatives.
- Produce regular resource utilization and capacity reports.
- Create, update, and track Change Requests (CRQs) in accordance with established ITSM processes.
- Coordinate change approvals and ensure all required information and documentation are completed.
- Monitor change progress and communicate status to relevant stakeholders.
- Maintain accurate change records and reporting.
- Assist with coordinating operational tasks and activities across technical teams.
- Support task scheduling, tracking, and follow-up.
- Help coordinate activities managed through task management tools.
- Provide general administrative and coordination support for service-related initiatives.
- Provide administrative support for planning and coordination activities associated with operational projects and service improvement initiatives.
Skills, Knowledge & Experience:
- The candidate must have a currently active NATO SECRET security clearance
- Experience in service management, operations support, PMO support, or a similar coordination role.
- Excellent technical writing and documentation skills.
- Strong organizational and administrative abilities with exceptional attention to detail.
- Experience with budget tracking, expenditure control, and resource (hour) allocation.
- Familiarity with IT Service Management (ITSM) processes, particularly Change Management.
- Experience creating and managing Change Requests (CRQs).
- Advanced knowledge of Microsoft Office, especially Excel, Word, and PowerPoint.
- Experience with ServiceNow, Jira, Azure DevOps, or similar ITSM/project management tools is an advantage.
- Strong written and verbal communication skills in English.
- Ability to manage multiple priorities while maintaining high-quality documentation and operational records.
- Knowledge of ITIL principles and service management best practices.
- Experience working within infrastructure, cloud, or managed services environments.
- Experience developing technical procedures, operational standards, or knowledge base content.
- Familiarity with service governance, reporting, and operational compliance.
