Who we are

For more than 70 years, NATO’s mission has been to preserve peace and security in the Alliance for nearly one billion citizens. The NATO Communications and Information Agency (NCI Agency) and its predecessors have worked tirelessly in providing the means that enable the connectedness and togetherness that keep our Alliance strong. We are the NCI Agency, a team of 3000 civilian and military staff in 29 locations throughout Europe, North America and Asia.

Our technology and cyber experts allow NATO to conduct critical operations, protect NATO’s airspace, make data-driven decisions, defend against cyber-attacks, secure NATO networks and maintain superiority in space. This is all possible because of our greatest force, our people. In order to keep this edge we aim to hire, train and retain the very best staff.

Our staff members represent both the diversity and unity of our Alliance. When you join the NCI Agency, you will be part of an organization where you can contribute authentically to the mission and purpose of NATO and help us keep our technological edge.

About the job

Based in Mons, Belgium, you will join the Agency as we embark on a journey to transform our IT services to support NATO’s Digital Endeavour. You will join The Enterprise Service Operations Centre (ESOC) that provides up to level 2 support for services in accordance with Service Level Agreements, and provides end-to-end visibility and incident resolution, including functional and managerial escalation. The ESOC controls, conducts and manages the day-to-day activities that efficiently and effectively deliver IT services at agreed service levels to customers in order to enable them to conduct their missions.

We are looking for a driven and enthusiastic Head of Service Delivery Support Section who will take on the following roles and responsibilities:

·       Leading a cross-functional team to enable and support the optimal performance of ESOC service delivery;

·       Resourcing of all functional areas, giving emphasis on tasks prioritization and creating efficiencies;

·       Collaborating closely with Operations and Service Delivery Managers to ensure seamless operation and maintenance is available, documented and resourced to support live services;

·       Establishing and maintaining operational methods and procedures, performing regular reviews for quality, consistency, effectiveness, efficiency;

·       Identifying, assessing, and mitigating risks, ensuring that necessary measures are in place to safeguard against potential disruptions;

For a full list of duties, please review the job description here.

About you

The valuable knowledge and experience that you bring to this role are:

·       A minimum requirement of a Bachelor’s degree at a nationally recognized/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;

·       ITIL Intermediate certification (or equivalent) and practical experience working in an ITIL Service Operations environment;

·       Ability to communicate effectively orally and in writing, with advanced briefing skills, translating technical terms and concepts into business language for clear communication with non-technical stakeholders;

·       A broad understanding of all lifecycle aspects of IT Systems with particular emphasis on Service Transition and Service Operation;

·       Fluency in English, both written and spoken

What we offer

·       Genuinely meaningful work as part of the most successful alliance in history;

·       3 year contract with competitive tax-free salary and household and children’s allowances;

·       Privileges for expatriate staff including expatriation and education allowances (where appropriate) and additional home leave;

·       Excellent private health insurance scheme;

·       Generous annual leave of 30 days plus official holidays;

·       NATO Pension Scheme;

·       Development programs such as professional training, wellbeing, and more

To learn more about NCI Agency and our work, please visit our website.

Special Notice:

*The NCI Agency prides itself on being an equal opportunity employer. We are committed to fostering an inclusive environment of mutual respect and value uniqueness and differences in gender, gender identity, race, ethnic or cultural origin, age, religion, sexual orientation and physical or neurocognitive ability.

*All selected candidates are required to complete a Security Clearance, Medical Clearance and Pre-employment Screening process before joining the NCI Agency. This process will require time, so please keep in mind that you will not be able to start working with us right away.

*For information about the NATO Single Salary Scale (Grading, Allowances, etc.) please visit our website. Detailed data is available under the Salary and Benefits tab.

*Please note that all candidates who are not current NATO International Civilians (NICs) or part of a Coordinated Organization (OECD, ESA, CoE, ECMWF, EUMETSAT) will start at increment 1 of the post’s salary grade.

*The NCI Agency will not accept applications prepared, in whole or in part, by means of generative artificial-intelligence (AI) tools, including and without limitation to chatbots, such as Chat Generative Pre-trained Transformer (Chat GPT), or other language generating tools. All applications prepared, in whole or in part, by means of such generative or creative AI applications may be rejected without further consideration at the sole discretion of the NCI Agency.