Who we are

For 75 years, NATO’s mission has been to preserve peace and security in the Alliance for nearly one billion citizens. The NATO Communications and Information Agency (NCIA) and its predecessors have worked tirelessly in providing the means that enable the connectedness and togetherness that keep our Alliance strong. We are the NCI Agency, a team of 3000 civilian and military staff in 29 locations throughout Europe, North America and Asia.

Our technology and cyber experts allow NATO to conduct critical operations, protect NATO’s airspace, make data-driven decisions, defend against cyber-attacks, secure NATO networks and maintain superiority in space. This is all possible because of our greatest force, our people. In order to keep this edge we aim to hire, train and retain the very best staff.

Our staff members represent both the diversity and unity of our Alliance. When you join the NCIA, you will be part of an organization where you can contribute authentically to the mission and purpose of NATO and help us keep our technological edge.

About the job:

Based in Brussels, Belgium you will join the Agency as we embark on a journey to transform our IT services to support NATO’s Digital Endeavour. You will responsible for the delivery and day-to-day operations of multiple IT services to customers in remote NATO locations.

We are looking for a driven and enthusiastic Senior Service Delivery Manager who will take on the following roles and responsibilities:

• Oversees day-to-day operations of delivered services and ensures their smooth execution to customers and end-users;
• Manages service-based contracts, evaluates vendor performance and assists in renewing contracts;
• Collaborates with Management and IT teams to efficiently utilize resources as required to support NCIA tasks and service deliveries on a day-to-day basis;
• Facilitates the planning process for service changes and improvements.
• Acts as the bridge between operational teams, customers, and other stakeholders, ensuring services meet or exceed expectations.

For a full list of duties, please review the job description on the NCIA career site.

About you:

The valuable knowledge and experience that you bring to this role are:

• A Bachelor’s degree from a nationally recognized/certified university in a related discipline and 3 years post-related experience. Or, a different educational qualification with 10 years extensive and progressive expertise post related experience.
• Proven minimum 3 years’ experience as a Service Delivery Manager, IT Service Manager, or similar role;
• In-depth knowledge of 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;
• Experience in managing service-based IT contracts;
• Experience managing/leading small team, preferably in international environment;
• Excellent communication, negotiation, and customer relationship management abilities.
• Fluency in English, both written and spoken.

What we offer:

• Genuinely meaningful work as part of the most successful alliance in history;
• 5 year contract with competitive tax-free salary and household and children’s allowances;
• Privileges for expatriate staff including expatriation and education allowances (where appropriate) and additional home leave;
• Excellent private health insurance scheme;
• Generous annual leave of 30 days plus official holidays;
• NATO Pension Scheme;
• Development programs such as professional training, wellbeing, and more

To learn more about the NCIA and our work, please visit our website.

The NCIA prides itself on being an equal opportunity employer. We are committed to fostering an inclusive environment of mutual respect and value uniqueness and differences in gender, gender identity, race, ethnic or cultural origin, age, religion, sexual orientation and physical or neurocognitive ability.

Additional details on the conditions of application can be found via the NCIA career site.