Would you like to join the leading international intergovernmental organization?

This is a hybrid strategic-operational role that blends service management, business process improvement, risk coordination, and SIAM-based service integration. You will not only design service support models but also ensure their successful transition into live operations across multiple internal and external providers.

Responsibilities:

• Support the development, implementation, and review of strategic plans, policies, and initiatives by conducting analysis, coordinating inputs, and preparing reports and recommendations for management.

• Coordinate risk management activities, including maintaining risk registers, monitoring mitigation actions, and preparing regular reports to support management decision-making.

• Analyse business processes and working practices to identify opportunities for improvement, increased efficiency, and greater standardization.

• Develop process maps, briefing materials, and recommendations to support business process improvement initiatives.

• Monitor performance against agreed objectives and key performance indicators, and prepare reports and presentations for senior management.

• Coordinate the implementation and follow-up of organizational improvement initiatives and management actions.

• Facilitate meetings, workshops, and working groups; document outcomes and track agreed actions to completion.

• Support workforce and resource planning activities, including the collection and analysis of staffing, training, and funding requirements.

• Assist in the development and maintenance of policies, procedures, standards, and guidance to ensure consistency and compliance.

• Build and maintain effective relationships with internal and external stakeholders, acting as a focal point for coordination and information exchange.

• Support the identification, investigation, and resolution of incidents, recurring issues, and operational challenges, and track corrective actions.

• Prepare high-quality briefings, reports, presentations, and correspondence for management and governance bodies.

• Provide advice and analytical support to managers and staff on strategic planning, risk management, performance monitoring, and organizational effectiveness matters.

• Contribute to the continuous improvement of tools, templates, and reporting mechanisms used to support planning and management activities.

• Support the design and implementation of service support models for new NATO entities, capabilities, and locations, including service scope, roles and responsibilities, escalation arrangements, and transition criteria.

• Coordinate service integration activities in line with SIAM principles to ensure effective end-to-end support across multiple internal and external providers.

• Ensure service support arrangements are aligned with the NCIA service catalogue, service management governance, and relevant ITIL practices.

• Contribute to project and programme activities by integrating operational readiness and service transition requirements.

• Develop and maintain key artefacts, including service support models, readiness assessments, integration plans, KPI/SLA frameworks, and risk registers.

• Coordinate with stakeholders to ensure operational readiness, service continuity, and effective transition into service.

• Support operational planning, crisis response, and surge activities to ensure service implications are fully considered.

• Monitor contractor-delivered services to ensure compliance with CSU procedures and service quality standards.

• Prepare reports, briefings, and decision papers for management and governance bodies.

• Represent DCSU in meetings, working groups, and governance forums, as required.

• Contribute to service level management activities, including the development and review of SLAs, OLAs, and underpinning agreements.

• Participate in recruitment and selection activities, as required.

Essential Qualifications & Experience:

• A master degree at a nationally recognised/certified University in a related discipline and 3 years post-related experience. Or a Bachelor's degree with 5 years post related experience.

• The incumbent must have a minimum of five years of CIS engineering experience and five years of experience in the management of CIS systems as a Service Operations Manager.

• A minimum of five years managerial and supervisory experience leading multi-disciplinary service delivery teams involving dependencies, suppliers, contractors and governance stakeholders in complex, multinational environments.

• Knowledge and experience in the preparation and implementation of new or changed services.

• Knowledge in the management of performance of systems and services.

• Knowledge and experience of requirements' identification, and their analysis and validation.

• Demonstrated experience in service continuity, incident response, and infrastructure support.

• Experience in NATO planning processes (NDPP, COPD) or similar and comparable operational/crisis response planning.

• Experience delivering of IT services and organizing of resources to deliver against SLA targets.

• Proven ability to manage shift-based or 24/7 operations and on-call support.

• Experience contributing to risk management, operational planning, and technical governance.

• Experience developing service models, support concepts, transition plans, operational readiness criteria, and SIAM/ITIL-aligned artefacts and service operations frameworks.

• Highly developed analytical skills coupled with the ability to apply flexibility to problem solving.

Training/Certifications:

• Certification in a formal Project Management methodology (PRINCE2, PMP, PMBOK etc.).

• ITIL® 4 Foundation certification

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.