IT Service Delivery Manager

Spektrum have a wide range of exciting opportunities in several global locations.

We are always looking to add great new talent to our team and look forward to hearing from you.

**Who we are supporting**

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

- Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
- Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
- Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
- Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.

**The program**

**Assistance and Advisory Service (AAS)**

The NATO Communications and Information Agency (NCI Agency) is NATO’s principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.

To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

**Role ID - C004185**

**Role Duties and Responsibilities**
- Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
- Analyses service delivery performance to identify actions required to maintain or improve levels of service.
- Initiates and reports on actions to maintain or improve levels of service.
- Prepares proposals to meet forecast changes in the levels or types of services.
- Reports demonstrating adherence to service level agreements, including uptime, response times, and service delivery quality
- Negotiates with relevant parties in respect of disruptions and major amendments to the provision of services.

Change Management
- Review the requested changes to ensure they are tracked and reviewed (Evaluate the potential impact of proposed changes on current operations, identifying any risks, dependencies, or service disruptions that could arise) supporting the Change Manager and the Change coordinators
- Support and/or coordinate the weekly NDWC Change Advisory Board
- Monitor system performance and stability after the change to evaluate its effectiveness
- Support the management of Changes lifecycle, from the initial assessment to the closing

Continuity management
- Contributes to the development of continuity management plans
- Identifies information and communication systems that support critical business processes
- Coordinates business impact analysis and the assessment of risks
- Coordinates planning, designing, and testing of contingency plans
- Oversee planning and implementation of complex and substantial risk management activities within a specific function, technical area, project or programme
- Create and maintain a knowledge base of known errors, problems, and resolutions. Engage with IT teams and end-users to facilitate faster incident resolution and continuous improvement

Availability management
- Analyses service and component availability, reliability, maintainability and serviceability
- Contributes to the availability management process and its operation
- Performs defined availability management tasks
- Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels
- Implements arrangements for disaster recovery and documents recovery procedures
- Conducts testing of recovery procedures
- Acts as the routine contact point, receiving and handling requests for support
- Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution
- Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate
- Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues