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Senior Service Manager


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#1 afotakel


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Posted 17 May 2018 - 11:13 AM


Senior Service Manager-180214
Primary Location  Italy-Naples
Other Locations  Poland-Bydgoszcz
NATO Body  NATO Communications and Information Agency (NCI Agency)
Schedule  Full-time
Salary (Pay Basis)  : 6,520.80Euro (EUR) Monthly
Grade A.3
Do you have experience in the management of CIS systems? Can you demonstrate experience as operational and technical team lead? Do you have experience with stakeholders’ management? If the answer is yes, this post is for you!
NCI Agency is looking for experienced Senior Service Managers (multiple positions) to perform duties pertaining to the delivery of CIS services as detailed in the Service Level Agreements between the NCI Agency and its customers.
Please note that we will have positions in two locations: Naples (Italy) and Bydgoszcz (Poland).
This is a position within the NATO Communications and Information Agency (NCIA), an organization of the North Atlantic Treaty Organization (NATO).
The NCI Agency has been established with a view to meeting to the best advantage the collective requirements of some or all NATO nations in the fields of capability delivery and service provision related to Consultation, Command & Control as well as Communications, Information and Cyber Defence functions, thereby also facilitating the integration of Intelligence, Surveillance, Reconnaissance, Target Acquisition functions and their associated information exchange
Role responsibilities

The NCI Agency Directorate of Infrastructure Services (DIS) holds life-cycle responsibilities for its services, which include consultative and technical services to the NATO Strategic Commands, to other NATO organizations and member Nations, and internally within NCI Agency, in the form of requirements analysis, concept development, project definition, system design, trade-off analyses, acquisition management, and support to operations, sustained delivery, and maintenance. 
The mission of the Network Services and IT Infrastructure (NSII) Service Line is to provide, through the Director of Information Services, these services and products to sponsors through successful completion of contracted projects.
Under the direction of the Service Owner, the NCI Service Area supplies the capabilities, skills and competencies required for full life-cycle support of the static CIS infrastructure services of within NATO.  The incumbent of this post is responsible for the service management team responsible for delivering static CIS infrastructure services to the NATO community.
Under the direction of the Operational CIS Principle Service Manager, but largely under own initiative, you will perform duties pertaining to the delivery of CIS services as detailed in the Service Level Agreements between NCI Agency (as the service provider) and the service operator and user (the customer):
  • Managing the Deployable CIS infrastructure as a service and ensure system readiness at a level specified in the SLA. Ensuring the availability and quality of engineering support delivered to the customer through close co-ordination with NCI Agency service lines and the CIS Support and Sustainment Centre (CSSC) and the Forward Support Point (FSP);
  • Manage the DCIS Configuration Management to ensure that all assets are maintained at known configuration states and can be correctly accounted for;
  • Will conduct periodic risk assessments to anticipate and deal with obsolescence and initiate new projects under the NATO Security and Investment Programme (NSIP) when required;
  • Will manage Change Management plans to overcome problems identified and will also manage the uplift of the configuration baseline to meet evolving operational requirements;
  • Will support the Principal Service Manager with the development of the annual Operation and Maintenance budget submission;
  • Will contribute to and support the system documentation for operation, maintenance and training is updated in accordance with system evolution;
  • Will manage the FSP recommended list of spare parts and availability of spares in close coordination with the CSSC higher management;
  • Managing contractor support resources and acceptance of services of contractors;
  • Will provide input to the Principal Service Manager for the Quarterly SLA report;
  • Will provide input and recommendations to the SLA Change management process;
  • Assessment of manpower and O&M budget requirements;
  • Will provide support to project managers as required through the project development, delivery and transition into service phases;
  • Deputize for higher grade staff, if required;
  • Performs other duties as may be required.
Person specification

Qualifications required:
You need to hold A Master of Science (MSc) degree at a nationally recognised/certified University in a related discipline with 5 years post related experience; or a Bachelor of Science (BSc) degree at a nationally recognised/certified University in a related subject with 7 years post related experience. Exceptionally, the lack of a degree may be compensated by a lower academic qualification combined with the demonstration of particular abilities or experience of relevance to this post, or with a military experience in a related subject.
in addition, you must be ITILv3 certified at foundation level. Holding PRINCE 2 Certification (foundation) and ITIL v3 Service Operation certifications will be considered as an asset. 

Experience required:
You will have at least five years of relevant experience for this position, In addition, you will demonstrate:
  • A minimum of three years of CIS engineering experience and two years of experience in the management of CIS systems either as a project manager or service manager;
  • At least three years of experience as a line manager and provide evidence of having the ability of being a motivator and mentor.
It is considered highly desirable for you to show:  
  • Demonstrable evidence in maintaining knowledge of advances in Information Technology;
  • Proven success as an operational and technical team lead;
  • Familiarity with military telecommunications and information systems;
  • Prior experience of working in an international environment;
  • Knowledge of NATO political ambition and organizational structure.
Competencies required:
Persuading and Influencing - Gains clear agreement and commitment from others by persuading, convincing and negotiating; makes effective use of political processes to influence and persuade others; promotes ideas on behalf of oneself or others; makes a strong personal impact on others; takes care to manage one’s impression on others.
Working with People - Shows respect for the views and contributions of other team members; shows empathy; listens, supports and cares for others; consults others and shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well.
Applying Expertise and Technology - Applies specialist and detailed technical expertise; uses technology to achieve work objectives; develops job knowledge and expertise (theoretical and practical) through continual professional development; demonstrates an understanding of different organisational departments and functions.
Adapting and Responding to Change - Adapts to changing circumstances; tolerates ambiguity; accepts new ideas and change initiatives; adapts interpersonal style to suit different people or situations; shows an interest in new experiences.
Coping with Pressures and Setbacks - Maintains a positive outlook at work; works productively in a pressurised environment; keeps emotions under control during difficult situations; handles criticism well and learns from it; balances the demands of a work life and a personal life.
Language skills:
Most of the work of the NCI Agency is conducted in the English language, and therefore a thorough knowledge, both written and spoken is essential. Knowledge of the other NATO language, French, is desirable.
The successful candidate may be required to undertake duty travel to NATO and national (NATO and non-NATO) facilities as well as travel frequently between the NCI Agency facilities.
NCI Agency normally offers contracts of employment of a definite duration, not exceeding three years. Contracts may be for less than three years as required to support short-term projects, meet uncertainty with respect to the business outlook, staff performance and other factors.
Definite duration contracts may be extended for further periods. When extending contracts, the following is taken into consideration:
  • Renewal is in the interest of the Agency.
  • Staff member's desire to remain with the Agency.
  • The financial situation provides sufficient funding for the post held.
  • The skills, competencies and behaviours, potential and work experience of the staff, versus the requirements of the Agency's work and/or availability of funding.
  • Staff member has served the Agency with performance to the required standard as defined by the Agency,
  • Staff member's deployability to operational theatre.
Serving civilian members of NATO will be offered a contract in accordance with the NATO Civilian Personnel Regulations.
The first six months of definite duration contracts are a probationary period. During this period the staff member's work is assessed to ensure that he/she has the ability to carry out the duties of the post. At or before the end of the probationary period, the staff member will be notified in writing that the appointment is confirmed or terminated or, in exceptional cases, that the probationary period is extended.
What do we offer?
  • Excellent tax-free salary, including (where eligible) expatriation household and children's allowances and additional privileges for expatriate staff. 
  • Education allowance for children (where appropriate) and an excellent private health insurance scheme. 
  • Generous annual leave and home leave (If eligible).
  • Retirement Pension Plan.
We offer excellent package, and to learn more, please visit our website!
Please note that due to the Agency's transition into a new structure in the near future, this post may be subject to transfer to one of our other locations, as well as to a change of reporting lines. The final decision will be made at the time of a firm offer.
The Agency's recruitment team advises you that due to the large volume of applications it receives the screening process may take up to 2 months after closing date. We appreciate your patience.


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