IT Service Catalogue Consultant

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 ID – 2025-0178

Role Background

ACPV supports the NATO strategic objective to enhance cyber defence and resilience. It directly contributes to NATO’s cybersecurity posture, proactively challenging adversarial freedom of manoeuvre in cyberspace, countering malicious cyber activities on the Alliance and contributing to Enterprise cyberspace situational awareness in a dynamic environment. NATO needs to continuously improve its enterprise vulnerability management process as part of its aim to operate at the high security levels, which ensure its effectiveness and reliability. The ACPV Core System is expected to provide the NATO Cybersecurity Ecosystem with adequate ACP management for vulnerability assessment information within the NATO Enterprise, ensuring that NATO CIS are understood, monitored, patched and actioned properly, in order to improve their protection against the full spectrum of current and future cyber threats. In support of this, the NCI Agency is tasked under a Programme of Work (POW) to support the ACPV program. To support NCSC for the execution of tasks identified in the subject work package of the project, the NCI Agency is looking for subject matter expertise in the delivery of complex, foundational and novel ACPV support capability. This contract is to provide consistent support on a deliverable-based (completion-type) contract, to NCSC contributing to its POW based on the deliverables that are described in the scope of work below.

Role Duties and Responsibilities

• Designing and developing the Service Design Package needed for the ACPV Service in order to be integrated in the service catalogue of the Agency within the requisite lead-time,
• Allowing the aforementioned to be incorporated into an SLA framework from which all NATO entities can consume ACPV data.
• Service Description (SD) following NCIA template, describing the service, service value proposition, each service feature or flavour, support hours, standard service support level, unit of consumption and unitary price.
• Service Delivery Plan (SDP) following NCIA template describing all Service Technology Components, the Service Tree, Service Support Model, Roles and Responsibilities, Service Level Targets and Key Performance Indicators.
• A bottom-up quantified Service Cost Model following NCIA template.
• Service overview:
  • The contractor will develop a brief description of the Service from a technical point of view, providing the link to the document containing the detailed technical description of the Service (developed in the previous activity).
  • The contractor will identify and document all prerequisite Customer Facing Services, Underlying Services, Service Assets (Software/Hardware), Licenses and Underpinning Contracts.
• Service Technology Components and Model:
  • The Contractor will develop a visual representation of the relationship of service technology Components, using a provided template.
• Service Support Model:
  • In this activity the Contractor needs to describe what levels of support are applicable to the Service, keeping in scope how the NCI Agency has defined standardized levels of support. If the Service requires deviation/different definition of support levels, they need to be described identifying their source (e.g. SLA, POW, etc.)
• Service Delivery Support Process:
  • The Contractor needs to develop a scheme that best depicts how the support process for the Service is defined and operated. An illustration of such a scheme will be provided to harmonize this work with other existing SDPs.
  • Description of future end-state implementation overview of the Service Delivery Support Process.
  • The Contractor needs to develop a RACI table to describe the Roles and responsibilities within the Service Delivery Process.
  • Service Delivery Point is defined as the latest physical location where physical work needs to take place to have a service delivered. The Contractor needs to identify all Service Delivery points for the Service and document them in a matrix indicating all the instances for each.
• Service Delivery Management:
  • The Contractor needs to identify all the major coordination events and their time-frames, reporting activities or other relevant events planned during Service Delivery (e.g. Full Service Delivery Review, Collection of Customer Inputs, etc.).
• Annexes:
  • The Contractor may need to Include any other annexes, in accordance with the requirements of the specific SDP to address (Service Level Targets, ITSM Configuration Parameters, CMDB Data Configuration, Acquisition Procedures, Material Requisition Procedures, Capacity Management, etc.) determined during the work on previous activities.
• Definitions and Acronyms
  • Develop the list of definitions and acronyms used in the Service Delivery plan

Essential Skills and Experience

• Good Knowledge and experience with the ITIL Framework (Service Strategy/Service Design)
• Solid understanding of financial management of IT Services and experience with Service Costs and Service Rates calculation.
• Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues,
• Ability to guide users through problem-solving steps effectively.
• Excellent verbal and written communication skills,
• Ability to communicate technical information to non-technical users in a clear and concise manner.
• Ability to manage multiple tasks and prioritize tasks effectively,
• Attention to detail in documenting support activities and maintaining accurate records.
• Ability to work effectively as part of a team and share knowledge and resources,
• Willingness to collaborate with colleagues to solve complex issues.
• The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure.

Desirable Skills and Experience

• Experience in working with NATO,
• Experience of working with NATO Communications and Information Agency,
• Experience of working with national Defence or Government entities

Language Proficiency

• Business English

Working Location

• Mons, Belgium

Working Policy

• On-Site

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO 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.