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Manager (CIS Service Transition)

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Manager (CIS Service Transition)-190660
Primary Location Belgium-Brussels
NATO Body NATO Communications and Information Agency (NCI Agency)
Schedule Full-time
Salary (Pay Basis) : 5,467.45Euro (EUR) Monthly
Grade A.2

3000 people are working 24/7 to protect 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.


We are looking for a talented Manager (CIS Service Transition) who will be working in the Service Management Branch supporting the Agency’s Demand Management organisation.


If you think that you have the relevant skills and experience, as well as the relevant academic background that match the requirements of the position, and if you would like to work as a part of multinational team in a challenging environment, we would like to hear from you.


The Director of Service Operation (DSO) is accountable to plan, install, operate and maintain CIS services throughout the allocated Area of Responsibility (AOR), in static NATO Headquarters, Alliance Operations and Missions and Exercises, and supported Organisations. Service Operations are delivered and managed in close coordination with the Directorates of Applications Services, Infrastructure Services, AirC2 Services and BMD Services. DSO and the CSUs receive support from the Agency’s Enabler functions (General Services, Human Resources, Finance, and Acquisition).


NCI Agency CIS Support Unit (CSU) Brussels, located in Brussels (BEL) is the primary Information, Communications and Technology (ICT) service provider for 24/7 support to SecGen, the International Staff (IS), the International Military Staff (IMS) and other customers of the NATO Headquarters in Brussels. CSU Brussels enables end-to-end CIS services as it installs, operates, maintains and supports the full range of CIS capabilities during peacetime, crisis and war throughout its allocated Area of Responsibility (AOR) and as otherwise directed.


The Service Management Branch (SMB) supports the Agency’s Demand Management (DM) organization, is responsible for liaison with all customers in the CSU’s Area of Responsibility (AoR), supports the Commander CSU in the role as NCI Agency representative, and provides a single entry point for Customers. SMB contributes and/or conducts monitoring and measurement of customer satisfaction. SMB supports the management of all agreements concerning Service Provision, Operations and Exercises within the CSU AoR. SMB supports Service Lines in the implementation and improvement of service management processes.


Role Responsibilities


Under the direction of Branch Head, the incumbent will perform duties such as the following:

  • Ensures the Service Transition framework is correctly understood and followed;
  • Maintains and orchestrates local processes for Service Transition, including but not limited to; Change Management, Service Asset & Configuration Management, Deploy & Release Management and Knowledge Management;
  • Maintains and updates the processes related documentation;
  • Coordinates changes to services and Service Management processes;
  • Contributes to project kick-off meetings and creates Service Transition plans to meet required implementation dates;
  • Represents NATO Headquarters in the Agency’s Change Advisory Board (CAB);
  • Alignslocal Service Transition processes to the Agency directives;
  • Works with Customer, Project Managers, Operations teams and 3rd parties to ensure work is delivered compliant to the request;
  • Ensures the local CIS baseline is aligned to the Agency baseline, including application technology;
  • Investigates, defines and resolves complex issues;
  • Advises on and leads the development of standards, methods and tools;
  • Analyses plans, designs, and requirements and associated risks, advises on solutions mitigations;
  • Designs and plans implementations against time, cost, manpower and quality targets ensuring efficient and effective use of resources;
  • Deputize for higher grade staff, if required;
  • Performs other duties as may be required.


 Person Specification

Qualifications Required


Bachelor’s degree with 4 years’ experience or a Master’s degree with 2 years of relevant experience. Exceptionally, we would accept a lesser qualification, combined with particularly relevant and extensive experience.


Experience required


In addition to at least 4 years of relevant experience, you will be required to prove:


  • Extensive practical experience in Configuration & Asset Management and Release & Deployment Management;
  • ITIL Certification(s) at intermediate level or higher, preference ITIL Service Transition;
  • Experience of service transitions in large, complex and possibly classified ICT environments - with an exceptionally large client base;
  • First-hand experience in maintaining large and complex Configuration Management Databases (CMDB), including creating relationships inside the CMDB, ensuring consistency and reporting;
  • Demonstrable knowledge of the Release Management lifecycle, including coordination, scheduling and management of releases of applications, operating systems (including patches), hardware upgrades, etc.
  • Experience with successful implementation of Configuration and Asset Management Processes, where the processes were executed by different teams.
  • Proven communication skills, both verbal and written.

In addition to the above, it would be considered highly desirable if you are able to display;

  • Practical experience of using a formal project management approach (such as PRINCE2) in a matrix management structure;
  • Practical experience in participation in the Change Management Process in different functions;
  • Practical experience of BPMN in documenting ITIL Processes;
  • Good knowledge of the Microsoft Project Application;
  • Good knowledge of COBIT 5;
  • Knowledge of Microsoft System Centre Orchestrator;
  • Prior experience of working in an international environment comprising both military and civilian elements;
  • Knowledge of NATO responsibilities and organization, including ACO and ACT.



Competency Required 


Leading and Supervising - 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.


Adhering to Principles and Values - Upholds ethics and values; demonstrates integrity; promotes and defends equal opportunities, builds diverse teams; encourages organisational and individual responsibility towards the community and the environment.


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.


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.


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.




Business travel to NATO and national (NATO and non-NATO) facilities as well as frequent travel between the NCI Agency offices.


May be required to undertake duty travel to operational theatres inside and outside NATO boundaries.




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.




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.


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