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Branch Head Service Management

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Branch Head Service Management-150431
 Closing Date 18th November 2015
Primary Location Italy-Sigonella
Schedule Full-time
Salary (Pay Basis) : 6,304.13Euro (EUR) Monthly
Grade A.3

NCI Agency is looking for highly qualified and suitable candidate for the Branch Head Service Management position. You are to have vast experience in office communication, information systems and its lifecycle, project and service management, engineering/ maintenance and analysis of communications and information systems in a managerial role.


If you have a University degree in relevant discipline, ITIL Foundation Certificate and are up for a major challenge in Communications and Information System (CIS) Project Management, in a very large scale, then this is an ideal position for you.


Role responsibilities

The Branch Head Service Management (BHSM) is responsible for analyzing, assessing, planning, organizing, executing, monitoring, overseeing and evaluating all CIS projects and service management processes for the Service Management Branch (SMB) and CIS Support Unit (CSU) Area of Responsibility (AoR)


Main Accountabilities of the BHSM are:


Coordination Development

  • Coordinates the technical integration of new AIS services, systems and software with internal Sector staff, outside agencies and contractors.
  • Across the full range of Automated Information System (AIS), coordinates detailed engineering analysis and design of proposed services, systems and software with internal Sector staff, outside agencies and contractors as required.
  • Coordinates with higher Headquarters (HQ) the introduction of new services being developed or otherwise provided, based on the Information Exchange Requirements (IER).
  • Coordinates technical real life support with the local base support group.
  • Advises Demand Management for potential customers within the CSU AoR.
  • Assures that the commitments of all Service Level Agreements (SLA) are fulfilled.
  • Coordinates project activities within Agency and with other MNC (SACO & SACT) Divisions, Host Nations, outside agencies and contractors.
  • Directs, co-ordinates and supervises all activities of CSU’s assigned resources in support of Operations & Exercises, Plans & Projects, Requirements Management and Service Management.

Management and Supervision

  • Manages the implementation of assigned projects in conjunction with internal Sector staff, outside agencies and contractors.
  • Directs, co-ordinates and supervises all activities of CSU’s assigned resources.
  • Applies the local Configuration, Change and Release Management processes to all assigned hardware, software and network components.
  • Contributes to Problem Management, Access Management, Event Management, Request Fulfilment, Release and Deployment, Test and Validation, Configuration Management and Change Management in support of appropriate Service Lines.
  • Supervises the establishment and maintenance of Operation Level Agreements (OLA), directives, instructions or other applicable documents with Service Line Managers.
  • Leads development of resource requirements for CSU projects and provides guidance for their defence.
  • Leads the definition, evaluation and optimization of business plans and processes. 
  • Oversees the CSU Project Management (PM) activities and teams, leads development and implementation of PM standards and processes. 
  • Leads the CSU work for the development of IT Service Continuity Management (ITSCM).
  • Responsible for the management of the Time Accounting System (TAS) within CSU and Disaster Recovery Plan(s).

Representation of the Organization

  • Represents the CSU in NATO Committees, Steering Groups/Boards and Conferences as required with authority to commit CSU resources.
  • Ensures that CSU resources support the Agency’s Demand Management (DM), Operations Centre, and Service Lines within their capabilities in the most effective and efficient manner.
  • Provides adequate representation for the Agency and coordination with CIS Group in the operational and exercise planning process.
  • Provides guidance to remote CSUs and CSEs in the AOR on Service and Project Management areas and oversees related activities.

Analysis and Assessment/Judgement

  • Performs detailed engineering analysis and provides in-depth technical advice for system procurement and future projects.
  • Assesses exercise requirement, develops appropriate technical solutions in coordination with Agency’s Service Lines and customer HQ.
  • Provides advice on Agency performance management, quality control, and quality of service reporting program, initiating appropriate and corrective activities at CSU level to meet desired Service Levels.
  • Provides authoritative technical, managerial and policy advice to CSU Commander and higher management.
  • Uses his business vision to set CSU strategy for manpower and budget resourcing to ensure adequate levels of the same to support current and projected missions.
  • Influences senior level customers and project teams through change management initiatives.

Technical Efficiencies

  • Stays abreast of technology developments relevant to the area of work.
  • Is responsible for the collection and monitoring of Key Performance Indicators (KPIs) and providing of the appropriate reports.
  • Contributes to the production of Lessons Identified in the post-recovery phase of operations and exercises.
  • Provides appropriate status and other reports to specialists, users and managers. Ensures that operational procedures and working practices are fit for purpose and current.

Service Management

  • Contribute to the Continual Service Improvement plan.
  • Is responsible for liaison with all NCI Agency customers in the CSU’s AOR providing a single entry point and supports the Commander CSU in the role as NCI Agency representative.
  • Is responsible for Customer Interfacing, Customer Requirement Management and Service Level Management.
  • Initiates the capture of customer requirements and creation of the corresponding service level requirements.
  • Supervises the monitoring and measurement of customer satisfaction.
  • Initiates and guides the development and management of all agreements concerning Service Management, Operations & Exercises within the CSU AOR throughout their lifecycle;

Business travel to NATO and national (NATO and non-NATO) facilities as well as frequent travel between The Hague, Brussels and Mons offices.


The successful candidate will also be responsible for promotions and maintains professional contacts with co-workers, within organisation element and the Agency, and on occasion with staff in other NATO organisation and external body.


Person specification


Qualifications Required

  • A Bachelor of Science (BSc), Master of Science (MSc) or Doctor of Philosophy (PhD) at a nationally recognized/certified University in a discipline related to the function of the post with 8, 6 or 4 years of respective function-related experience is required.
  • ITIL Foundation Certificate.

Desirable Qualifications

  • Postgraduate MSc degree in Communications or Information Systems Engineering.
  • Training on Project Management and ITIL.
  • Industry recognized certifications in system administration, operating systems, and/or system engineering. Chartered engineer.
  • Member of a recognized professional body or institution Advanced degree in Computer Science or computer information systems management.
  • ITIL Manager Certificate.

Experience Required

  • At least five years of wide experience in office communication and information systems.
  • Experience in engineering and maintenance of communications and information systems including pertinent training and practical experience.
  • Experience in a managerial role with financial and administrative processes.
  • Experience with Service Management principles and in negotiating roles associated with a typical customer-provider relationship.
  • Experience in project and service management. 
  • Management experience in a large CIS service organization.
  • Experience with the preparation and administration of Service Level Agreements or equivalent documents governing customer/provider relationship.
  • Minimum four years’ experience in all phases of the Lifecycle of Information Systems.
  • Extensive knowledge of System Analysis principles.
  • Detailed knowledge of architectural design as applied to computer systems.
  • Experience in wide area networks and local area networks.

Desirable Experience

  • Knowledge of project development for CIS in NATO, specifically Capability Packages (CP).
  • Background in CIS support and/or maintenance with a good understanding of CIS systems and associated non-CIS equipment.
  • Prior experience of working in an international environment comprising both military and civilian elements.
  • Knowledge of NATO responsibilities and organization
  • Specialization in Military communications and information systems, telecommunications systems. 
  • Experience in NATO CIS systems and Services.
  • Supervisory Experience of CIS professionals (also as a military officer). 
  • Experience in policy, procedures and organization of the CIS world of NATO, and knowledge of and experience on project assessment methods and submission procedures within NATO.
  • Extensive experience in system administration. 
  • Experience in configuration management.
  • Knowledge of analysis and evaluation of security relevant data from boundary protection devices, intrusion detection systems and vulnerability assessment tools. 
  • Experience with NATO Functional and CORE Systems. 
  • Experience in the management and operation of a large scale computer facility. 
  • Experience operating and maintaining local area and wide area communications networks - Operation and Command experience. 
  • Experience in a structured and workflow-driven service provision organisation.

Competencies required

  • Strategic agility – Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
  • Motivating others – Creates a climate in which people want to do their best; can motivate many kinds of direct reports and team or project members; can assess each person's hot button and use it to get the best out of him/her; pushes tasks and decisions down; empowers others; invites input from each person and shares ownership and visibility; makes each individual feel his/her work is important; is someone people like working for and with.
  • Directing others – Provides others with a clear direction; motivates and empowers others; recruits staff of a high calibre; provides staff with development opportunities and coaching; sets appropriate standards of behaviour.
  • Interpersonal savvy – Relates well to all kinds of people—up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high tension situations comfortably.
  • Process management – Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can't; can simplify complex processes; gets more out of fewer resources.
  • Managerial courage – Doesn't hold back anything that needs to be said; provides current, direct, complete, and "actionable" positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
  • Customer Focus – Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
  • Conflict Management - Steps up to conflicts, seeing them as opportunities; reads situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation with minimum noise. High level of organisational, coordination and communication skills. Excellent communication skills, both written and oral. Must have worked in positions with comparable array of complexity and responsibility for a minimum of 4 recent years, to include supervision of permanent or project-oriented organizational teams. Proven ability of converting evolving military operational requirements into viable Information Systems requirements.

Language skills

A thorough knowledge of at least one of the two NATO languages (English), both written and spoken, is essential and some knowledge of the other (French) is desirable. NOTE: The day to day work of the NCI Agency is conducted in the English language.


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.

 To learn more about NCI Agency and our work, please visit our website.


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