Would you like to join the leading international intergovernmental organization?

The NATO Communications and Information Agency (NCIA) is seeking an experienced Service Delivery Manager to lead the management of the Deployable CIS (DCIS) infrastructure as a service. In this critical role, you will be responsible for ensuring system readiness in accordance with Service Level Agreements (SLA), while guaranteeing the availability and quality of engineering support delivered to customers in close coordination with NCIA Business Areas and the CIS Support and Sustainment Centre (CSSC).

Responsibilities:

Service & Infrastructure Management

• Manage the DCIS infrastructure as a service, ensuring system readiness per SLA requirements and coordinating engineering support with NCIA Business Areas and the CSSC.

• Support exercises and operational planning events.

• Lead technology service delivery, ensuring agreed service levels, security, and quality standards are met across teams and providers.

Security, Risk & Configuration

• Manage renewal of security accreditation for all DCIS systems.

• Conduct periodic risk assessments to address obsolescence and initiate NSIP projects as required.

• Manage the DCIS Configuration Management Process to maintain assets at known configuration states.

• Develop Change Management plans to overcome problems and uplift the configuration baseline for evolving operational requirements.

Financial & Contract Management

• Support the Principal Service Manager with the annual O&M budget submission and develop a financial plan for O&M fund execution.

• Assess manpower and O&M budget requirements.

• Manage contractor resources and acceptance of services.

• Monitor contract performance against KPIs, manage risk/reward mechanisms, ensure compliance with terms, and plan for variations or change management protocols.

Documentation, Spares & Training

• Ensure system documentation (operation, maintenance, training) is updated with system evolution.

• Manage the spare parts list and availability in coordination with NCIA Business Areas and the CSSC.

• Sponsor NCIA Academy training courses, ensuring technical content aligns with the system baseline and user requirements.

Reporting, Transition & Acceptance

• Provide input to the Principal Service Manager for the quarterly SLA report and SLA Change management process.

• Support project managers through development, delivery, and transition into service phases.

• Manage support to operational users during system transition into service.

• Manage integration of DCIS with non-CIS systems and infrastructure projects to form an operational capability.

• Participate in technical inspections and JFAIs for new systems transitioning into operations, including follow-up on deficiency resolution.

Essential Qualifications & Experience:

Education:

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 NCIA, that is, at least 6 years extensive and progressive expertise in duties related to the function of the post.

Experience:

• Proven 5 years' experience as a Service Delivery Manager, IT Service Manager, or similar role, specifically in managing business application services.

• In-depth knowledge of business application technologies, platforms, and IT service management 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.

• 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 v4 Foundation

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.