IT Change 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 - C004386**

**Role Duties and Responsibilities**
- Manage end-to-end lifecycle of IT change requests (RfCs) within CSU Brussels
- Conduct quality checks on incoming RfCs and engage stakeholders to clarify and refine
- Organize and lead Change Advisory Board (CAB) meetings for NATO HQ CIS
- Authorize or escalate change requests depending on impact
- Ensure proper coordination across teams for implementation and follow-up
- Use BMC Remedy to manage changes and maintain related documentation
- Create and present change-related reports (including statistics and KPIs)
- Propose and implement improvements to change processes and SOPs
- Provide guidance to team members on best practices
- Act as deputy or lead for related functions in absence of other staff
- Liaise with NATO Cyber Security Centre and other internal/external partners as needed Minimum Experience
- 2+ years of experience in IT change management, ideally within a structured ITIL-based environment
- Experience in multi-stakeholder, international or governmental contexts is beneficial
- Background in medium-to-large scale IT service delivery environments

**Essential Skills, Experience and Certifications**
- Change Management Expertise
- Proficient in assessing, documenting, implementing, and controlling IT service changes
- Familiar with the full lifecycle of Requests for Change (RfCs)
- Able to analyze risks, benefits, and costs of proposed changes
- Risk Management
- Identifies, assesses, mitigates and reports on IT-related risks
- Configuration Management
- Understands CI (Configuration Items) lifecycle, including naming, classification, auditing
- Able to use and maintain CMDB tools
- ITIL Framework
- ITIL Foundation certified (minimum)
- Familiarity with ITIL Intermediate levels is a plus
- Tool Usage
- Proficient with BMC Remedy (or similar ITSM platforms)
- Basic knowledge of reporting tools (Smart Reporting, Power BI, Excel)
- Collaboration & Coordination
- Liaises effectively with technical teams, process owners, CAB members, and NATO stakeholders
- Can lead or coordinate CAB meetings
- Communication
- Fluent in English (spoken and written); French or another NATO language is a plus
- Skilled in documenting processes, procedures, and reporting metrics (KPIs)
- Familiarity with Change Management Lifecycle
- Understanding of System Development Lifecycle
- Working knowledge of enterprise IT environments (e.g., 3,000+ users, 20,000+ CIs)
- Knowledge of:

- NATO IT structures and procedures (optional but beneficial)
- Cybersecurity implications of change management
- Strong documentation practices
- Structured approach to root cause and risk analysis
- ITIL Foundation certification required
- Additional ITIL Intermediate certifications are desirable Ideal Interim Profile
- Able to operate independen