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Section Head (Service Support)

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Job Description - Section Head (Service Support) (180971)
Section Head (Service Support)-180971
Primary Location  Belgium-Mons
NATO Body  Supreme Headquarters Allied Powers Europe
Schedule  Full-time
Salary (Pay Basis)  : 5,365.51Euro (EUR) Monthly
Grade A.2



The NATO CIS Group conducts CIS operational planning and provides deployed/deployable CIS services and support in support of NATO military operations and exercises.  The NATO CIS Group is located at the Supreme Headquarters Allied Powers Europe (SHAPE) the Headquarters of Allied Command Operations (ACO), one of the two major military commands of the North Atlantic Treaty Organisation (NATO).




Location: Casteau/Mons, 60 Km south of Brussels (Belgium)

Division: J2/J6 Division


The incumbent is the senior technical advisor to the NCISG Commander and the whole NCISG subordinate structure (NSBs and DCMs) on all issues related with the lifecycle management activities (technical design requirements, transition, operation and continuous service improvement) for all Information Technology (IT) Service Management (SM) matters, to include FMN development, alignment and implementation in NCISG.


The incumbent's duties are:

1)            Is responsible to the Head Technology and Service Management Branch for leading, supervising and managing the Service Support Section and coordinating the duties of his team to ensure the provision of all IT SM Services during exercises and operations.

2)            Focal point representing the Commander NATO CIS Group concerning all IT SM matters and requirements (urgent to long-term, static and deployable) at NATO and other international and national headquarters, commands, agencies, conferences, working groups, and boards inside and outside SHAPE.

3)            Providing functional and technical leadership, the incumbent directs, manages and coordinates the team of civilian and military engineers which provides technical and procedural requirements management for COMMS, Core IS and CoI services, in static and deployed environments.

4)            Advises the NATO CIS user's community and co-ordinating the provision of required IT Service Management capabilities.

5)            Is the main interface with ACO, ACT and the NATO C&I Agency to ensure compliance of the IT Service Management capabilities with the operational requirements, both in static and deployed environments.

6)            Develops and executes exercise/operation lessons learnt analysis for the identification of IT SM capability shortfalls and initiate actions to address them.

7)            Liaises with ACO, ACT and NCIA regarding the definition of high level service provision requirements for IT SM and provides technical support to engineers, contractors and technicians for assigned projects and programs.

8)            Co-ordinates IT SM engineering aspects of running operations with external entities including the NCIA and nations.

9)            Defines development process methodology and best practices for all IT Service Management issues, surveys external emerging developments, and evaluates new standards and methodologies that will have a positive impact on technical and procedural DCIS service provision.

10)         Validates IT Service Management requirements from subordinate Battalion requirements.


Functional area funding authority.

Functional area decision authority.



Mandatory Deployment Post.  The incumbent may be required to undertake deployments in support of military operations and exercises, and/or TDY assignments, both within and outside NATO boundaries.  Such operational deployment may exceed 30 days duration up to 183 days in any period of 547 days and may be on short notice.  For NATO International Civilian Staff, acceptance of an employment contract linked to this post constitutes agreement to deploy in excess of 30 days if required.

The work is normally performed in a Normal NATO office working environment.

Normal Working Conditions apply.

The risk of injury is categorised as: No Risk.



A.        Professional/Experience

1.            Previous Staff experience at large military or governmental organization or major private company.

2.            Background in engineering or operations support of CIS including at least 2 years pertinent and practical experience.

3.            Minimum 2 years cumulative experience with support of military information systems and telecommunication operations.

4.            A minimum of 2 years of experience administrating and supporting automated information systems.

5.            Broad experience in IT Service Management, including Service Transition, Service Operations and Continual Service Improvement phases in ITIL.

6.            Minimum 2 years experience in requirements analysis, engineering and management.

7.            Good knowledge of system interoperability, LAN/WAN and network concepts.

8.            High level of organizational, coordination and communication skills.

9.            In-depth knowledge and practical experience in project management, risk management, incident / change / configuration management, quality assurance and testing.

10.         Minimum 2 years working experience in a CIS Office of an international organization or military Headquarters.


B.        Education/Training

University Degree and 2 years function related experience, or Higher Secondary education and completed advanced vocational training leading to a professional qualification or professional accreditation, with 4 years post related experience.


C.        Language

English - SLP 3333 (Listening, Speaking, Reading and Writing)

NOTE: The work both oral and written in this post and in this Headquarters as a whole is conducted mainly in English.



A.        Professional Experience

1.            Minimum 2 years experience in management of equipment/system projects.

2.            Minimum 2 years experience in system management and online performance monitoring and configuration management of digital networks, transmission systems and information systems, to include NATO off- the-shelf command and control information systems such as Intel FS, LogFS, NCOP or AirC2IS.

3.            Minimum 2 years experience in using various Requirement Engineering tools and techniques.

4.            Knowledge of NATO CIS, and its concepts, policies, and architectures.


B.        Education/Training

1.            Risk Management certification.

2.            COBIT 5 Foundation.



1.            NATO C4ISR Orientation for Officer or equivalent.

2.            NATO EXERCISE PLANNING COURSE or equivalent.

3.            NATO Staff Officer Orientation Course



A.        Personal Attributes

The incumbent will need to display a high degree of professionalism and technical expertise in performance of his/her duties. The rapidly changing NATO environment and increasingly constrained resource situation creates a requirement to solve numerous complex problems and challenges, which shall require the incumbent to draw upon a comprehensive ability to reason, analyse, act with persuasion and diplomacy. Requires a high degree of tact and perseverance to influence discussions and ensure that technically sound decisions are made. The incumbent must be able to use own initiative without direct supervision.


B.        Managerial Responsibilities

Dependent on requirements, the incumbent may be required to direct and supervise the work of additional staff within the functional area.


C.        Professional Contacts

Regular professional contacts with others inside and/or outside immediate organisation on functional matters.  Solicits/gives information and provides advice/guidance.


D.        Contribution To Objectives

The work involves the analysis and research of a complete task with recommendations affecting the plans and management of the organisational element.

This post reports to OCG CXRX 0010 - Branch Head (Technology and Service Management)


E.        Supervisory Responsibilities

There are first line reporting responsibilities for the following numbers of staff: 1× OR-7; 3× A-2; 1× B-5; 1× B-4.


This job is advertised for recruitment purposes in anticipation of formal authorization to offer a contract to the selected candidate. If authorization to offer a contract is not obtained, the selection process will be cancelled with no further obligation to the applicants.


The candidature of NICs who are redundant / unplaced from NCS-A will be given priority consideration provided their CHRM notifies SHAPE Recruitment Section by not later than the vacancy’s closing date.


Duration of contract: Serving staff members will be offered a contract according to the NATO Civilian Personnel Regulations (NCPR). Newly recruited staff will be offered a definite duration contract of three years normally followed by an indefinite duration contract.


Applications are to be submitted using NATO Talent Acquisition Platform (NTAP) (https://nato.taleo.net/careersection/1/jobsearch.ftl?lang-en).  Applications submitted by other means (e.g. mail, e-mail, fax, etc) are not accepted. 


NTAP allows adding attachments.  A copy of the qualification/certificate covering the highest level of education required by the job description must be provided as an attachment.


Essential information must be included in the application form. Particular attention should be given to Education and Experience section of the application form. Each question should be answered completely.  Expressions such as “please see attached CV, please see annex / enclosed document” or invitations to follow links to personal webpages are not acceptable and will be disregarded. All answers should be in English (preferably) or in French.


Shortlisted candidates will be requested to provide original documentary evidence and a set of copies supporting statements in their applications.


Current and past civilians working for NATO or any Coordinated Organization, shall indicate their last grade and step held (next to job title), and specify the name of employing NATO body or Coordinated Organization.



A)          Only nationals from the 29 NATO member states can apply for vacancies at SHAPE. 

B)          Applications are automatically acknowledged within one working day after submission. In the absence of an acknowledgement please make sure the submission process is completed, or, re-submit the application.  

C)          Qualified redundant staff of the same grade interested in this post should inform this office, via their HR/Personnel Office by not later than vacancy’s closing date.

D)          Candidates’ individual telephone, e-mail or telefax enquiries cannot be dealt with. All candidates will receive an answer indicating the outcome of their application.



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