[6066] Senior Service Delivery Manager

Start date: July or August 2026
Clearance: NATO Secret or equivalent
Location: Brunssum, Netherlands

Skills:

• Proven record in Service Management across NATO and commercial environments
• 5+ years’ commercial experience
• 3+ years’ NATO experience, ideally within the NCI Agency
• Strong Customer Relationship Management and stakeholder communication skills
• Ability to engage with NATO civilian staff, military personnel, and commercial partners at all levels
• Strong understanding of NCI Agency C2 structure, service lines, and service centres
• Bachelor’s degree or equivalent higher education qualification
• Ideally educated within a Service Management-related discipline
• Strong understanding of ITIL methodology
• ITIL Foundation certified minimum
• Good understanding of Project Management methodologies
• PRINCE2 or equivalent certification preferred
• Experience using NCIA ServiceNow toolset
• 2+ years’ hands-on experience preferred
• Experience using NCIA EBA toolset
• 2+ years’ hands-on experience preferred
• Experience using NCIA ITSM toolset
• 2+ years’ hands-on experience preferred
• Understanding of NATO Allied Operations and Mission processes/procedures
• 2+ years’ relevant NATO experience preferred
• Understanding of NATO CIS processes and procedures
• 2+ years’ relevant experience preferred
• Understanding of OLA and SLA processes and procedures
• Experience within NATO/NCI Agency environments preferred
• Experience applying Risk Management techniques within commercial environments
• Focus on End-to-End Service Management and value stream improvement
• Proficient with Microsoft Office toolset
• Strong written and verbal English communication skills
• NATO SLP 3333 standard or equivalent professional proficiency required

Activities:

• Coordinating Service Management and Service Delivery support across the NIMSC Land & Air Business Unit Allied Operations & Missions portfolio
• Supporting assigned Services, Missions, and Projects alongside Project Managers using NCIA toolsets including EBA, ServiceNow, and SharePoint
• Tracking financial status across OPEX and CAPEX budgets on a daily basis
• Monitoring acquisition progress from PR to PO within NCIA systems
• Managing Resource Planning, Cost Planning, and Timeline Planning within ServiceNow
• Updating SharePoint portals weekly with project progress, recommendations, and service updates
• Producing monthly project and financial status reports
• Reporting on budget expenditure, procurement activity, project risks, trends, issues, and recommended solutions
• Delivering reporting aligned to NIMSC Land & Air Business Unit governance and reporting deadlines
• Ensuring reporting data aligns accurately across EBA systems, SharePoint updates, and ServiceNow records
• Identifying process bottlenecks and opportunities for Continuous Improvement across End-to-End Service Delivery processes
• Tracking and documenting Continuous Improvement initiatives and operational process synergies on a daily basis
• Producing monthly Continuous Improvement reports focused on Service Delivery and Mission Support enhancements
• Highlighting operational risks, trends, inefficiencies, and recommendations for process optimisation
• Supporting strategic stakeholder engagement across the NCI Agency, NATO entities, and commercial/industry partners
• Building and maintaining strong customer relationships within multinational and mission-critical environments
• Tracking and documenting customer engagements and engagement outcomes
• Producing monthly Customer Engagement reports detailing stakeholder interactions, outcomes, risks, trends, and recommendations
• Supporting oversight and reporting of service, mission, and project-related 5-year obsolescence plans within the Land & Air Business Unit