[5766] Service Manager

Start date: March 2026 (Flexible)
Clearance: NATO Secret or equivalent
Location: Braine L'Alleud, Belgium (onsite)

Skills

• Service Management: ITIL Foundation and Intermediate Certifications certified in either Service Design/PPO, Service Transition/RCV, Service Operation/OSA, Service Strategy/SOA and or Continual Service Improvement; or latest versions
• Sound experience in IT services engineering, planning, operations, maintenance and management
• Demonstrable of experience as a line manager and provide evidence of having the ability of being a motivator and mentor
• Sound experience on the Configuration Management and Change Management processes and tools
• Experience in roles requiring significant business and managerial skills, such as: contingency planning and implementation; budget planning, preparation, and execution
• Managing small scale projects for the implementation of CIS services related to network monitoring and network performance management services
• Managing, leading, and mentoring a team
• Experience in roles with requirement to display report writing and presentation skills&ITIL Expert /Managing Professional
• PRINCE 2 Foundation level or PMI PMP
• MSP Foundation
• Management of Risk Foundation
• Demonstrable evidence in maintaining knowledge of advances in Information Technology
• Proven success as an operational, technical team lead and service manager

Activities:

• Manage the Deployable CIS (DCIS) infrastructure as a service and ensure system readiness at a level specified in the Service Level Agreements (SLA). Ensures the availability and quality of engineering support delivered to the customer through close co-ordination with NCI Agency Business Areas and the CIS Support and Sustainment Centre (CSSC)
• Support to exercises
• Manage the renewal of the security accreditation for each of the DCIS systems
• Manage the DCIS Configuration Management Process to ensure that all assets are maintained at known configuration states and can be correctly accounted for
• Conduct periodic risk assessments to anticipate and deal with obsolescence and initiate new projects under the NATO Security and Investment Programme (NSIP) when required
• Develop Change Management plans to overcome problems identified and will also manage the uplift of the configuration baseline to meet evolving operational requirements
• Support the Principal Service Manager with the development of the annual Operational and Maintenance (O&M) budget submission and will develop a financial plan for the execution of the O&M funds ensuring that DCIS assets are kept updated
• Ensure that the system documentation for operation, maintenance and training is updated in accordance with system evolution
• Manage the recommended list of spare parts and availability of spares in close coordination with the NCI Agency Business Areas and the CSSC
• Manage contractor support resources and acceptance of services of contractors
• Provide input to the Principal Service Manager for the quarterly SLA report
• Provide input and recommendations to the SLA Change management process
• Assessment of manpower and O&M budget requirements
• Provide support to project managers as required through the project development, delivery and transition into service phases
• Manage the support to the operational user during the transition into service of new systems and capabilities
• Manage the integration of DCIS with non-CIS systems and infrastructure projects delivered to the operational user, ensuring that the component projects form an operational capability
• Sponsoring DCIS training courses delivered by NCI Agency Academy, ensuring that the technical content is aligned to the system baseline and meets the requirement of the operational user
• Participating in the technical portion of inspections and Joint Final Acceptance Inspections (JFAIs) as new systems as transitioned into operations, including conducting follow-up actions regarding the resolving of deficiencies
• Provide support to Operations and during operational planning events
• Deputize for higher grade staff, if required
• Performs other duties as may be required