Head CSE

Job Posting Organization:
The NATO Communications and Information Agency (NCIA) has been operational for over 70 years, dedicated to preserving peace and security" style="border-bottom: 1px dotted #007bff !important;">security within the NATO Alliance, which serves nearly one billion citizens. The NCIA employs around 3000 civilian and military staff across 29 locations in Europe, North America, and Asia. The agency focuses on providing the technological and cyber capabilities necessary for NATO to conduct critical operations, protect airspace, make informed decisions, defend against cyber threats, secure networks, and maintain superiority in space. The organization values its workforce as its greatest asset and is committed to hiring, training, and retaining top talent to maintain its technological edge. The NCIA prides itself on representing the diversity and unity of the Alliance, encouraging staff members to contribute authentically to NATO's mission and purpose.

Job Overview:
The Head CSE position is based in Sigonella, Italy, and is part of the NCIA's initiative to transform IT services in support of NATO's Digital Endeavour. The role involves managing, delivering, and maintaining Communication and Information Systems (CIS) products and services for the Agency's customers during peacetime, crises, and wartime. As the local service provider and Service Management Authority (SMA) for the NATO Intelligence, Surveillance and Reconnaissance Force (NISRF), the Head CSE will support the NCIA in delivering secure and reliable end-to-end services under the Enterprise Service Delivery Model (ESDM). The position requires strategic management, risk management, and effective communication with stakeholders to ensure service delivery meets organizational quality levels.

Duties and Responsibilities:
The Head CSE will be responsible for developing, communicating, implementing, and reviewing processes that integrate strategic management into operational management. This includes planning and executing complex risk management activities, facilitating workgroups to achieve defined goals, providing guidance to teams for collaborative problem-solving, and identifying stakeholder communication needs. The role also involves translating engagement strategies into actionable deliverables, monitoring service delivery, ensuring service level agreements are met, leading workgroups, delegating tasks, managing continuity plans, and ensuring compliance with organizational quality standards. Additionally, the Head CSE will analyze audit findings to identify areas for process improvement.

Required Qualifications:
Candidates must possess a Master’s degree from a nationally recognized or certified university in a related discipline, along with 5 years of relevant post-related experience. Alternatively, a Bachelor’s degree with 8 years of post-related experience is acceptable. Proven experience of at least 5 years in roles such as Service Owner, IT Service Manager, or similar, particularly in Resource Management for IT teams, service delivery, and IT operations is essential. Strong communication, leadership, and interpersonal skills are required, along with experience in Business Intake and Customer Relationship Management. Candidates should demonstrate solid experience in applying situational leadership, managing staff, and leading teams, as well as extensive experience in continual service improvement at the portfolio level.

Educational Background:
The educational requirements for this position include a Master’s degree in a relevant field from a recognized institution, or a Bachelor’s degree accompanied by significant relevant experience. The focus is on disciplines related to IT, management, or a similar area that supports the responsibilities of the Head CSE role.

Experience:
The position requires a minimum of 5 years of experience in a relevant role, such as Service Owner or IT Service Manager, with a strong emphasis on resource management, service delivery, and IT operations. Candidates should have a proven track record of leadership and team management, as well as experience in implementing service improvements and aligning IT services with business objectives.

Languages:
Fluency in English, both written and spoken, is mandatory for this position. Additional language skills may be considered an asset but are not specified as requirements.

Additional Notes:
The position offers a 5-year contract with a competitive tax-free salary, household and children’s allowances, and privileges for expatriate staff, including expatriation and education allowances where applicable. Employees will benefit from an excellent private health insurance scheme, generous annual leave of 30 days plus official holidays, and participation in the NATO Pension Scheme. The NCIA is committed to fostering an inclusive environment and is an equal opportunity employer, valuing diversity in its workforce.