Service delivery manager | nato

🚨 Service Delivery Manager – NATO Communications and Information Agency (NCIA) 🚨

📍 Braine-l’Alleud, Belgium | Full-time On-site | Contract


⚠️ 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.


🔎 Role Overview

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.


⚙️ What You’ll Be Doing

* Manage DCIS infrastructure services and ensure SLA compliance and system readiness
* Oversee configuration management and maintain system baselines
* Lead change management processes and service improvements
* Support 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)


⭐ Desirable Experience

* ITIL Managing Professional / Expert level
* PRINCE2 or PMP certification
* Experience in military telecom systems or NATO environments
* Experience with DCIS or similar CIS infrastructures
* Budgeting, O&M planning, and service transition experience
* Leadership / team management experience in international environments


📍 Location & Working Conditions

* 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



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