Would you like to join the leading international intergovernmental organization?
We are seeking a seasoned Senior Service Delivery Manager to embed within the NIMSC Land & Air Business Unit, directly supporting the Allied Operations & Missions portfolio. This is a high-visibility, hands-on role based full-time on-site in Brunssum, NL, requiring a unique blend of NATO operational knowledge, commercial service management discipline, and technical proficiency in NCIA’s core tool sets (EBA, ServiceNow, ITSM).
Key responsibilities:
Coordinate Service Management & Service Delivery support of NIMSC Land & Air Business Unit- Allied Operations & Missions portfolio; for assigned Services / Missions / Projects & the support of Project Managers, utilizing NATO tools & systems (EBA, ServiceNow & SharePoint).
The support will be provided by means of:
A: Tracking, by using NCIA EBA & Service Now tool sets, financial status (OPEX & CAPEX) including ACQ progress (PR to PO) upon a daily basis, including Resource Management, Cost planning & Timeline planning within Service Now.
B: Updating NIMSC SharePoint Portal upon a weekly basis with progress & recommendations.
C: Delivering a monthly written project & financial Status & related expenditure budget Report; highlighting Problems, Issues, Trend & Analysis, Risks & recommended Solutions for assigned Services/ Missions & Projects
As part of the Continuous Improvement process, identify process bottlenecks & opportunities for End-to-End process improvements & process synergies.
The above to be implemented via:
A: Tracking and Documenting upon a daily basis, any opportunities for Continuous Improvement & process synergies.
B: Updating NIMSC SharePoint Portal upon a weekly basis with any opportunities for Continuous Improvement and process synergies & recommendations.
C: Delivering a monthly written Continuous Improvement Report, detailing Opportunities for Continuous Improvement in Service Delivery & Mission Support; highlighting Problems, Issues, Trend & Analysis, Risks & recommended Solutions.
Strategic partnerships & effective customer relationship management to be fostered & built within NCI Agency, other NATO entities, Commercial & Industry partners.
The deliverable to be justified & executed while:
A: Tracking & Documenting upon a daily basis, any Customer Engagements.
B: Updating NIMSC SharePoint Portal upon a weekly basis, with any Customer Engagements Outcomes & recommendations.
C: Delivering a monthly written Customer Engagement Report, detailing Customer Engagements & Outcomes; highlighting Problems, Issues, Trend & Analysis, Risks & recommended Solutions
Essential Qualifications & Experience:
Shall have a proven record in Service Management, within the NATO and Commercial environments. At least 5 years' prior Commercial experience. At least 3 years' prior NATO experience (in particular with NCI Agency).
At least 5 years' prior Commercial experience in Customer Relationship Management, and ability to communicate effectively with NATO civilian staff, Military staff and Commercial Partner staff, at all levels.
Shall have a thorough understanding of NCI Agency C2 structure and service lines/ centers.
Shall have a Bachelor degree and Bachelor level education. Awarded by a nationally recognised/ certified University (ideally within a Service Management related discipline)
Shall have a thorough understanding of ITIL ® methodology. At least Foundation level qualified
Shall have a thorough understanding of Project Management methodology. At least Prince2 ® or equivalent qualified
Shall have a thorough understanding NCIA Service Now tool set. At least 2 years' experience using NCIA Service Now tool set
Shall have a thorough understanding NCIA EBA tool set. At least 2 years' experience using NCIA EBA tool set
Shall have a thorough understanding NCIA ITSM tool set. At least 2 years' experience using NCIA ITSM tool set
Shall have a thorough understanding of NATO Allied Operations and Mission processes and procedures. At least 2 years' experience of NATO Allied Operations and Mission processes and procedures.
Shall have a thorough understanding of NATO CIS processes and procedures. At least 2 years' experience of NATO CIS processes and procedures.
Shall have a thorough understanding of OLA and SLA processes and procedures. At least 2 years' experience of NATO OLA and SLA processes and procedures (in particular NCI Agency processes and procedures).
Shall have a thorough understanding of Risk Management techniques when applied in a commercial environment. At least 2 years' experience of applying Risk Management techniques in a commercial environment, delivering value stream improvement to the End-to-End Service Management support.
Shall be conversant with Microsoft Office tool set. At least 2 years' experience of using the Microsoft Office tool set.
Shall have excellent communication, written and verbal in English
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.
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