Audio Visual Services 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.

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

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.
• Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

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 Duties and Responsibilities

• Organize the work for the Audio Visual team in order to deliver the Audio Visual service in accordance with customer service agreements (SLA, SSP, etc.) across the customer and NATO AoR (including missions and exercises), ensuring the expected level of quality, security and support;
• Plan, lead and monitor the implementation of the outsourcing and continuous service improvement initiatives,
• Lead and monitor the Service Request, Incident, Change and Problem Management for the Audio Visual service adhering to ITIL best practices
• Participate in projects by representing and proving governance, guidance and mentorship on the Audio Visual Service component of the project, as required, to enable successful execution and to enhance and improve the existing infrastructure and services.
• Accountable for the creation and maintenance of technical documentation (configuration baselines, standard operating procedures, network diagrams, etc.) used for continuous service improvement and service execution.
• Interact with customer representatives to receive feedback, capture requirements and help in articulating solutions in customer request processes for their AV needs.
• Manage the design and deployment of complex Audio Visual solutions across the different NATO networks.
• Communicate vision, mission, requests, tasks clearly to the team members to ensure effective and efficient execution
• Perform team management tasks like performance review, time management and resource management
• Represent the team and communicate the team needs to the SAO, while also cascading the duties coming from the SAO and higher chain of command.
• Mentor and guide the team members, while maintaining a good team morale, by equally and fairly distributing the workload and promoting a safe and trusted environment
• Perform team management tasks like performance review, time management and resource management
• Deputize for higher-grade staff, if required.
• Perform other duties as may be required.

Essential Skills and Experience

• Experience in incident, change and problem management methodologies.
• Experience in service level management and continuous service improvement.
• Experience in in Service Catalogue development and improvement.
• Excellent customer relationship management abilities.
• Excellent analytical and listening skills to capture requirements and identify problems and risks.
• Excellent communication skills to be able to explain complex topics to different audience types.
• Proven experience as a people manager in a technology support or technical project delivery environment.
• Extensive experience as line manager and provide evidence of having the ability of being a motivator and mentor.
• Minimum 3 years of experience managing vendors and vendor contracts.
• Proven experience in managing the processes resulting in the architecture, design and deployment of complex Audio Visual solutions for all types of AV rooms including video walls, large meeting rooms, boardrooms, and video conferencing rooms.
• Familiarity with AV solutions from main vendors like Crestron, Extron, AMX and Televic.
• Familiarity with AV protocols and networking like Dante.

Desirable Skills and Experience

• Ability to navigate, influence and negotiate with all levels of the organization, business partners, customers and users.
• Strong communication skills and the ability to be concise in both written and verbal communications.
• Experience in programming AMX, Crestron and/or Extron control systems.
• In-depth knowledge of business application technologies, platforms, and IT service management best practices.
• Prior experience of working in an international environment comprising both military and civilian elements.
• Knowledge of NATO responsibilities and organization, including Allied Command Operations and Allied Command Transformation.
• Knowledge of NATO or national governmental acquisition policy and procurement procedures.
• ITILv4 Foundation Certification.
• Prince2 Foundation Certification.

Education

• A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 3 years post-related experience, or exceptionally, the lack of a university degree may be compensated by the demonstration of a candidate's particular abilities or experience that is/are of interest to NCI Agency, that is, at least 10 years extensive and progressive expertise in duties related to the function of the post.

Working Location

• Braine l’Alleud, Belgium

Working Policy

• On-Site

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Top Secret personal security clearance

We never know what new opportunities might be just over the horizon. If this opportunity isn't for you please feel free to send us your resume anyway and be the first to know if something suitable for your skills and experience comes up.