Would you like to join the leading international intergovernmental organization?

The Senior Service Management Support Specialist will provide expert service management and delivery support to the NIMSC Land/Air Business Unit – Mission Integrated Portfolio Team. The role involves strategic partnership, end-to-end service management, and continuous improvement to enhance mission support and service delivery across NATO entities.

Responsibilities:

• Service Management & Delivery Support:
  • Track and report on financial status (OPEX & CAPEX), procurement progress, resource management, cost planning, and timeline planning using NATO tools (EBA, ServiceNow, SharePoint).
  • Update SharePoint weekly and deliver monthly financial and project status reports.
• Continuous Improvement:
  • Identify process bottlenecks and opportunities for improvement.
  • Document and report on continuous improvement initiatives and process synergies.
• Stakeholder & Customer Engagement:
  • Foster strategic partnerships with NATO entities, commercial partners, and industry stakeholders.
  • Document and report on customer engagements and outcomes.
• ITSM Coordination:
  • Monitor and track Incidents, Service Requests, Change Requests, and Work Orders using NATO ITSM tools.
  • Collaborate with Service and Project Managers to ensure timely resolution.
• Obsolescence Planning:
  • Support the development and tracking of 5-year service and mission obsolescence plans.
  • Report monthly on updates, risks, and recommendations.

Essential Qualifications & Experience:

• Bachelor’s degree from a nationally recognized university.
• At least 10 years of commercial experience in Service Management.
• At least 3 years of NATO experience, preferably with the NCI Agency.
• Proven experience in Customer Relationship Management and communication with military and civilian staff.
• Thorough understanding of:
  • NCI Agency C2 structure and service lines
  • ITIL® (Foundation level or higher)
  • Programme Management (MSP® or equivalent)
  • Project Management (PRINCE2® or equivalent)
  • NCIA tool sets: ServiceNow (1+ years), EBA (2+ years), ITSM (2+ years)
  • NATO Allied Operations and Mission processes (3+ years)
  • NATO DCIS processes (3+ years)
  • OLA and SLA processes (3+ years)
  • Risk Management techniques (3+ years)
• Proficiency in Microsoft Office Suite (3+ years).
• Excellent written and verbal English skills (NATO SLP 3333 or equivalent).
• Desirable:
  • Understanding of NATO Deployable and Mobile Systems and Static Infrastructure.
  • Experience in documentation and report writing.
  • Strong analytical, critical thinking, and problem-solving skills.
  • Ability to work unsupervised for extended periods.

If you've read the description and feel this role is a great match, we'd love to hear from you! Click "Apply for this job" to be directed to a brief questionnaire. It should only take a few moments to complete, and we'll be in touch promptly if your experience aligns with our needs.