C004626 Service Manager (NS) - MON 23 Feb

Deadline Date: Monday 23 February 2026

Requirement: Service Manager

Location: Braine-l'Alleud, BE

Full Time On-Site: Yes

Time On-Site: 100%

Total Scope of the request (hours): 836

Required Start Date: 31 March 2026

End Contract Date: 31 December 2026

Required Security Clearance: NATO SECRET

Duties & Role:

Under the direction of the Principal Service Manager, but largely under own initiative, the incumbent will perform duties such as the following:

• 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 NCI Agency 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 NCI Agency 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 NCI Agency 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;
• Deputize for higher grade staff, if required;
• Performs other duties as may be required.

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 2 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 6 years extensive and progressive expertise in duties related to the function of the post;
• Service Management: ITIL Foundation and Intermediate Certifications certified in either Service Design/PPO, Service Transition/RCV, Service Operation/OSA, Service Strategy/SOA and or Continual Service Improvement; or latest versions
• 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

Desirable Experience and Education:

• ITIL Expert /Managing Professional
• PRINCE 2 Foundation level or PMI PMP;
• MSP Foundation
• Management of Risk Foundation;
• Demonstrable evidence in maintaining knowledge of advances in Information Technology;
• Proven success as an operational, technical team lead and service manager;
• Familiarity with military telecommunications and information systems; 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).