Deadline Date: Monday 25 August 2025
Requirement: Continual Service Improvement (CSI) Manager
Location: Braine-l'Alleud, BE
Full Time On-Site: Yes
Time On-Site: 100%
Not to Exceed Rate: 72 EUR
Total Scope of the request (hours): 91
Required Start Date: 6 October 2025
End Contract Date: 31 December 2025
Required Security Clearance: NATO SECRET
Duties & Role:
Business process improvement
* Manages the execution of business process improvements.
* Analyses and designs business processes to identify alternative solutions to improve efficiency, effectiveness and exploit new technologies and automation.
* Develops graphical models of business processes to facilitate understanding and decision-making.
Organisational capability development
* Contributes to identifying new areas of capability improvement within the organisation which may include enhancements to skills, technology or processes.
* Develops and maintains a detailed knowledge of capability improvement approaches and techniques and selects appropriate approaches for the organisation.
* Offers support, guidance, advice and suggestions to help continual improvement activities.
Business intelligence
* Sources and prepares data for analysis and performs standard business intelligence analysis activities.
* Creates and delivers standard reports in accordance with stakeholder needs and conforms to agreed standards.
* Contributes to the recommendation of improvements.
Quality Management
* Assists in the development of new or improved practices and organisational processes or standards.
Stakeholder relationship management
* Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management.
* Excellent written communication skills for drafting clear, concise, and user-friendly articles, announcements, and site updates
Methods and tools
* Provides advice and guidance to support the adoption of methods and tools and adherence to policies and standards.
* Contributes to and operate a governance structure and develop the processes required to operate a CSI portfolio;
* Manages and monitors CSI initiatives across the NATO Enterprise and Mission environments;
* Updates and maintains of the CSI Register;
* Ensures the improvement plans introduce specific metrics and mechanisms to measure benefits;
* Establishes a framework of practice to promote the culture of continual improvement within the organisation, creating a culture for openness and sharing of ideas;
* Collaborates with IT and business teams to ensure that service improvement initiatives are effectively implemented and integrated into daily operations;
* Prepares regular reports on service improvement progress, including performance trends, achieved milestones, and upcoming initiatives;
Requirements
Skill, Knowledge & Experience:
* The candidate must have a currently active NATO SECRET security clearance
* A Bachelor's degree at a nationally recognised/certified University in a related discipline and 2 years post-related experience.
* Recent experience (at least 2 years) in IT service management, with a focus on continual improvement;
* Prior experience contributing to successful service improvement initiatives across large organisations;
* Relevant experience in facilitating meetings, preferably in an international environment ;
* Excellent written and verbal communication skills;
* Experience in roles requiring to work independently and collaboratively in a team environment.
* Experience in SharePoint, including adding and updating site content, managing document libraries, and linking documentation.