Service Delivery Manager – NATO Communications and Information Agency (NCIA)
Candidates should take the time to read all the elements of this job advert carefully Please make your application promptly.
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 xphnsxz
* 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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