Duties & Responsibilities – Service Delivery Manager
- Manage Deployable CIS (DCIS) services, ensuring system readiness and SLA compliance
- Coordinate with NCIA Business Areas and CSSC to ensure service availability and quality
- Support NATO exercises and operational activities
- Manage security accreditation renewals for DCIS systems
- Oversee Configuration & Change Management processes and maintain asset integrity
- Conduct risk assessments (e.g. obsolescence) and initiate improvement projects (NSIP)
- Develop and execute change and upgrade plans for evolving operational needs
- Support budget planning and financial management (O&M funds)
- Maintain and update system documentation (operations, maintenance, training)
- Manage spare parts strategy and contractor resources
- Contribute to SLA reporting and service performance reviews
- Support project lifecycle phases (development → delivery → transition to service)
- Ensure smooth integration of DCIS with other systems and infrastructure
- Support training alignment with operational requirements (NCIA Academy)
- Participate in inspections and acceptance processes (JFAIs)
- Provide support during operational planning and live operations
Service & Contract Management
- Lead delivery of technology services in line with SLAs, security, and quality standards
- Monitor service performance and produce status reports
- Manage vendor/contractor performance, KPIs, and compliance
- Identify service improvements and manage contract changes and risks
Requirements
Education & Experience (Essential)
- Bachelor’s degree 5 years relevant experience, OR
- Minimum 6 years relevant experience (without degree)
- Proven experience as:
- Service Delivery Manager / IT Service Manager
- Strong background in:
- IT Service Management (ITSM)
- Business application/service delivery
- Experience with:
- Incident & Problem Management
- Service Level Management & Continuous Improvement
- Familiarity with ITIL framework
Skills & Competencies
- Strong vendor and stakeholder management skills
- Excellent communication, negotiation, and relationship management
- Strong analytical and problem-solving abilities
- Ability to make data-driven decisions
Certifications (Essential)
Desirable Experience
- Experience in:
- IT service engineering, operations, and maintenance
- Configuration & Change Management processes
- Budget planning and financial management
- Leading and mentoring teams
- Knowledge of:
- DCIS / military CIS systems (VLF to SATCOM)
- NATO structure (ACO / ACT)
- Experience in international (military & civilian) environments
- Certifications:
- ITIL Advanced / Managing Professional
- PRINCE2 or PMP
Work Conditions
- Location: Braine-l’Alleud, Belgium
- 100% on-site
- Duration: June 2026 – December 2026 (836 hours)
- Travel:
- 1–2 trips/month within Belgium
- Possible travel to operational theatres (incl. outside NATO)
- Environment: Office field (during exercises/operations)
Security Requirement
- Active NATO SECRET clearance (MANDATORY)