Senior Service Delivery Manager

Who we are:

For more than 70 years, NATO’s mission has been to preserve peace and security in the Alliance for nearly one billion citizens. The NATO Communications and Information Agency (NCI Agency) and its predecessors have worked tirelessly in providing the means that enable the connectedness and togetherness that keep our Alliance strong. We are the NCI Agency, a team of 3000 civilian and military staff in 29 locations throughout Europe, North America and Asia. 

Our technology and cyber experts allow NATO to conduct critical operations, protect NATO’s airspace, make data-driven decisions, defend against cyber-attacks, secure NATO networks and maintain superiority in space. This is all possible because of our greatest force, our people. In order to keep this edge we aim to hire, train and retain the very best staff. 

Our staff members represent both the diversity and unity of our Alliance. When you join the NCI Agency, you will be part of an organization where you can contribute authentically to the mission and purpose of NATO and help us keep our technological edge.

About the job:

Based in The Hague, Netherlands you will join the Agency as we embark on a journey to transform our IT services to support NATO’s Digital Endeavour. You will join the Command and Control (C2) Centre, At the NCIA Command and Control (C2) Business Area, we are delivering secure, innovative, coherent, cost effective and interoperable communications and information systems solutions to enable command & control of NATO forces, where and when required. 

 You will be joining our ambitious team and leading the service delivery for Chemical, Biological, Radiological, and Nuclear (CBRN), Land Command and Control (C2), and Operations Planning (Ops Planning) capabilities for the NATO operational community.

We are seeking a highly skilled Senior Service Delivery Manager to work as part of the CBRN, Land C2, and Ops Planning group, whose core competencies and expertise are highly technical and diverse. We are a collaborative, growth-oriented team looking for sharp minds who can connect business goals with cutting-edge technical solutions.

The role as Senior Service Delivery Manager is technical, yet human-centric. We hope you are too.

You will be supporting NATO’s mission and exercises and will be responsible for overseeing a range of functions to facilitate the seamless delivery of our application services to customers and end-users, and act as the bridge between operational support teams, customers, vendors and other relevant stakeholders.

You are to ensure that service level agreements are met and that customer satisfaction is maintained, and lead the resolution efforts for all incidents and disruptions and communicates with relevant stakeholders.

Your dedication and achievements will be appreciated and recognized. Our team enjoys open, transparent, and respectful communication. You will take on the following roles and responsibilities:

• Consultancy: Understand customer needs and delivers tailored solutions.
• Change Management: Manage change control for service assets.
• Service Level Management: Ensure service delivery meets performance targets.
• Incident Management: Handle, resolves and escalates service incidents.
• Problem Management: Investigate and mitigates recurring issues.
• Service Acceptance: Confirm deliverables meet service standards.
• Stakeholder Management: Maintain strong communication and engagement.

For a full list of duties, please review the job description on the NCI Agency career site.

About you:

The valuable knowledge and experience that you bring to this role are:

Education and Experience

• 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 NCI Agency, that is, at least 10 years extensive and progressive expertise in duties related to the function of the post.
• Proven 3 years of experience as a Service Delivery Manager, IT Service Manager, or similar role. 
• In-depth knowledge of IT service management principles and 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.
• Experience managing/leading small team, preferably in international environment.
• 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 Foundation Level
• Fluency in English, both written and spoken

Nice To Have

• Prior experience of working in an international environment comprising both military and civilian elements; 
• Knowledge in one or more of the related C2 domains and functions such as Air, Land, Maritime, Logistics, Medical or Military Engineering.

What we offer:

• Genuinely meaningful work as part of the most successful alliance in history;
• 3 year contract with competitive tax-free salary and household and children’s allowances;
• Privileges for expatriate staff including expatriation and education allowances (where appropriate) and additional home leave;
• Excellent private health insurance scheme;
• Generous annual leave of 30 days plus official holidays;
• NATO Pension Scheme;
• Development programs such as professional training, wellbeing, and more

To learn more about NCI Agency and our work, please visit our website.  

The NCI Agency prides itself on being an equal opportunity employer. We are committed to fostering an inclusive environment of mutual respect and value uniqueness and differences in gender, gender identity, race, ethnic or cultural origin, age, religion, sexual orientation and physical or neurocognitive ability.  

Additional details on the conditions of application can be found via the NCI Agency career site.