Service Delivery Manager –
Apply promptly! A high volume of applicants is expected for the role as detailed below, do not wait to send your CV.
NATO Communications and Information Agency (NCIA)
IMPORTANT: NATO SECRET SECURITY CLEARANCE REQUIRED (Mandatory to apply)
We are looking for an experienced
Service Delivery Manager
to support NATO’s Deployable CIS (DCIS) infrastructure services. This is a high-impact role ensuring operational readiness, service excellence, and secure delivery of critical NATO communications capabilities across exercises and real operations.
As Service Delivery Manager, you will be responsible for the end-to-end performance, readiness, and governance of DCIS services. You will ensure SLA compliance, manage configuration and change processes, and support operational deployments across NATO environments.
You will act as a key interface between NCIA Business Areas, contractors, and operational stakeholders—ensuring seamless, secure, and reliable service delivery.
Manage DCIS infrastructure services and ensure SLA compliance and system readiness
Oversee configuration management and maintain system baselines
Lead change management processes and service improvementsSupport exercises, operational deployments, and transition into service
Manage security accreditation renewals for DCIS systems
Conduct risk assessments (including obsolescence planning)
Support budget planning (O&M) and financial execution tracking
Manage contractor performance, vendor coordination, and SLA reporting
Contribute to Joint Final Acceptance Inspections (JFAIs) and operational readiness reviews
Ensure documentation, training materials, and system records are up to date
Support integration of DCIS with other operational systems and infrastructures
Required Expertise & Qualifications
Bachelor’s degree in IT, Engineering, or related discipline + 5 years experience
(or 6+ years equivalent professional experience)
Minimum 5 years in Service Delivery / IT Service Management roles
Strong experience in ITIL-based service management (incident, problem, change, SLA management)
Proven experience managing vendors and service contracts
Strong analytical, communication, and stakeholder management skills
Experience in configuration and change management processes
ITIL v4 Foundation (mandatory)
ITIL Managing Professional / Expert level
PRINCE2 or PMP certification
Experience in military telecom systems or NATO xphnsxz environments
Experience with DCIS or similar CIS infrastructures
Budgeting, O&M planning, and service transition experience
Leadership / team management experience in international environments
On-site role in Braine-l’Alleud, Belgium (full‑time presence required)
Occasional travel within Belgium (1–2 times/month)
Possible operational travel within NATO and partner environments
Standard office environment + potential exercise/field support conditions
Security Requirement
Valid NATO SECRET security clearance is mandatory for this position
#NATO #NCIA #ServiceDeliveryManager #ITServiceManagement #ITIL #CIS #DefenceIT #CyberSecurity #ConfigurationManagement #ChangeManagement #DefenceJobs #SecurityClearance #BelgiumJobs #GovTech #ICTJobs
#J-18808-Ljbffr