CIS Service 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 ID – C004442

Role Duties and Responsibilities

• Will manage the assigned elements of the Deployable CIS service and ensure system readiness at a level specified in the SLA. Ensuring the quality of engineering support delivered to the customer through close co-ordination with NCI Agency service lines.
• Will manage the DCIS Configuration Management tool to ensure that all assets are maintained at known configuration states and can be correctly accounted for.
• Will conduct periodic risk assessments to anticipate and deal with obsolescence and initiate new projects under the NATO Security and Investment Program (NSIP) as required.
• Will manage Change Management plans to overcome problems identified and will also manage the uplift of the configuration baseline to meet evolving operational requirements.
• Will support the Principal Service Manager with the development of the annual Operation and Maintenance budget submission.
• Will contribute to and support the system documentation for operation, maintenance and training is updated in accordance with system evolution.
• Will manage the recommended list of spare parts and availability of spares.
• Will provide input to the Principal Service Manager for the Quarterly SLA report.
• Will provide input and recommendations to the SLA Change management process.
• Assessment of manpower and O&M budget requirements.
• Will provide support to project managers as required through the project development, delivery and transition into service phases.
• Competencies or Personal Attributes:
  • Peer Relationships
    • Can quickly find common ground and solve problems for the good of all; can represent his/her own interested and yet be fair to other groups; can solve problems with peers with a minimum noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers.
  • Problem Solving
    • Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.
  • Interpersonal Savvy
    • Shows respect for the views and contributions of other team members; Easily establishes good relationships with customers and staff; shows empathy; listens, supports and cares for others; consults others and shares information and expertise with them; builds constructive and effective relationships; uses diplomacy and tact; adapts to the team and fits in well.
  • Customer Focus
    • Focuses on customer needs and satisfaction ; gets first-hand customer information and uses it for improvements in products and services; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals.
  • Planning and Organising
    • Sets clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organises resources needed to accomplish tasks; manages time effectively; monitors performance against deadlines and milestones.

Essential Skills, Experience and Certifications

• ITILv3 certified at foundation level.
• The candidate must have a minimum of 5 years of CIS engineering experience.
• The candidate must have 5 years of experience as a line manager and provide evidence of having the ability of being a motivator and mentor.
• Demonstrable evidence in maintaining knowledge of advances in Information Technology.
• Proven success as an operational and technical team lead. It is essential that the incumbent has the following experience/education:
• Minimum qualification of ITIL at Foundation level;
• Proficient knowledge of:
  • Transmission and Telecommunication Systems;
  • Network, system and application level troubleshootingtechniques;
  • Communications protocols and practical experience of using diagnostic test equipment;
• Experience in Service Management processes for Incident, Change Management and Service Fulfilment;
• Experience in customer support and incident handling;
• Experience of preparing technical documentation and Standard Operating Procedures.
• It is desirable that the incumbent has the following experience/education:
• Prior experience of working in an international environment.
• Knowledge of NATO political ambition and organizational structure;

Education

• A Bachelor of Science (BSc) degree at a nationally recognized / certified University in a related discipline with 5 years post related experience;
• Or exceptionally, the lack of a degree may be compensated by a lower academic qualification combined with the demonstration of particular abilities or experience of relevance to this post, or with a military experience in a related subject;

Language

• A thorough knowledge of one of the two official NATO languages, both written and spoken, is essential and some knowledge of the second is desirable.
• NOTE: The majority of the work of the NCI Agency is conducted in the English language.

Working Location

Brunssum, Netherlands

Working Policy

• Onsite

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.