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Service Delivery Manager

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Service Delivery Manager (NEDS)-190290
Primary Location Belgium-Mons
NATO Body NATO Communications and Information Agency (NCI Agency)
Schedule Full-time
Salary (Pay Basis) : 6,746.10Euro (EUR) Monthly
Grade A.3
3000 people are working 24/7 to protect nearly 1 billion citizens. We serve 29 nations by defending its networks, and providing real life support to NATO operations and missions. We connect the Alliance. We are leading IT professionals. We are the NCI Agency.
If you have extensive experience in defining, implementing, testing, validating and supporting Global Directory Services infrastructure solutions; if you have relevant experience in the management of enterprise directory services; if you can demonstrate experience with stakeholders’ management; and if you would like to work as a part of multinational team in a challenging environment, we want to hear from you!
The NATO Communications and Information Agency (NCI Agency) is looking for a Service Delivery Manager to support the full lifecycle of the NATO Enterprise Directory Services (NEDS), including associated communications, directory and security capabilities.
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 Core Enterprise Services (CES) Chief is accountable to the DIS for planning and executing the full lifecycle management activities (design, transition and operations) for the identified area of responsibility. CES provides generic, domain independent, technical functionality that enables and facilitates the operation and use of Information Technology resources. CES services (including: subject matter expertise; software engineering; acquisition; operations and maintenance; and, disposal) are provided in the following technical areas: communication and collaboration, web and information services, infrastructure storage and processing, infrastructure networking, composition and mediation, and managed desktop and end user device services. Services are provided throughout the lifecycle to both internal and external customers.
The Communication and Collaboration Services (CCS) Branch provides functionality to support the exchange of messages, independent of the message format and content, by utilising a range of interoperable capabilities, based on commercial standards that are secure and fulfil NATO and Coalition operational requirements.
Under the direction of allocated Line Manager, the incumbent will perform duties such as the following:
  • Act as the NATO Enterprise Directory Services (NEDS) Service Delivery Manager (SDM);
  • Support the full lifecycle of the NEDS, including associated communications, directory and security capabilities;
  • Provide expert advice throughout all phases of new projects from estimating to execution, and maintenance of existing NEDS capabilities on all NATO networks;
  • Manage NEDS services on the NATO infrastructure on all security levels;
  • Supervise contractors that support the NEDS service;
  • Manage day-to-day operations and maintenance of NEDS service and infrastructure;
  • Forecast and manage NEDS Operations and Maintenance (O&M) budget;
  • Evaluate existing NEDS service to determine effectiveness and suggest improvement plans;
  • Plan and implement service solutions to meet business and system requirements;
  • Provide technical guidance and support to NEDS Project Manager when upgrading current NEDS service;
  • Co-ordinate identity management requests with other Project/Service Managers requiring NATO identity information;
  • Establish and maintain Synchronization Agreements (SAGs) between NEDS and service subscribers;
  • Coordinate Request for Change (RfC) processes for new NEDS releases and interact with NCI Agency Configuration and Change Managers;
  • Analyse risks and pro-actively report problems and suggest solutions;
  • Manage NEDS user incidents and service requests;
  • Maintain up-to-date documentation, including operating procedures;
  • Support implementation of Service Level Agreements (SLAs);
  • Monitor and report Service Performance parameters;
  • Communicate with Project Managers and customers, understanding of requirements and issues, managing of expectations;
  • Preparation for and representation at Customer service reviews;
  • Ensure compliance to policies and directives of the team they supervise;
  • 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 at least 10 years’ of experience and the demonstration of particular abilities or experience of relevance to this post, or with a military experience in a related subject.
Experience required:
You will have at least five years of relevant experience for this position. In addition, you will demonstrate:
  • Experience with virtualization technologies;
  • Experience with public/private cloud concepts;
  • Experience in defining, implementing, testing, validating and supporting Global Directory Services infrastructure solutions;
  • Demonstrated experience in developing and support of Identity Management Solutions for Enterprises, including full lifecycle management of automated provisioning for users and roles;
  • Experience with cyber security in the area of directories
  • Working knowledge of industry Project Management industry standards (Prince2, PMP);
  • Ability to handle and prioritize multiple assignments;
  • Ability to interact with internal and external personnel at all organizational levels;
  • Working knowledge of ITIL processes and procedures.
It is considered highly desirable for you to show:  
  • Sound knowledge of X500 standards, including protocols, data models and object classes;
  • At least 3 years of experience as a System Analyst and Software Developer;
  • Sound knowledge of Service Level Agreements, Operational Level Agreements and Underpinning Contracts;
  • Awareness of industry latest technology trends and applications;
  • Prior experience of working in an international environment;
  • Knowledge of NATO political ambition and organizational structure.
Competencies required:
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.
Relating and Networking - Easily establishes good relationships with customers and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humour appropriately to bring warmth to relationships with others.
Presenting and Communicating Information - Speaks fluently; expresses opinions, information and key points of an argument clearly; makes presentations and undertakes public speaking with skill and confidence; responds quickly to the needs of an audience and to their reactions and feedback; projects credibility
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.
Learning and Researching - Rapidly learns new tasks and commits information to memory quickly; demonstrates an immediate understanding of newly presented information; gathers comprehensive information to support decision making; encourages an organisational learning approach (i.e. learns from successes and failures and seeks staff and customer feedback).
Planning and Organising - Sets clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organises resources needed to accomplish tasks; manages time effectively; monitors performance against deadlines and milestones.
Delivering Results and Meeting Customer Expectations - Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals.
Language Skills:
A thorough knowledge of one of the two NATO languages, both written and spoken, is essential and some knowledge of the other is desirable. NOTE: Most of the work of the NCI Agency is conducted in the English language.
Business travel to NATO and national (NATO and non-NATO) facilities as well as travel between NCI Agency locations. May be required to undertake duty travel to operational theatres inside and outside NATO boundaries.
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
To learn more about NCI Agency and our work, 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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