Head, Service Management Branch

Job Posting Organization:
The NATO Communications and Information Agency (NCIA) is a key component of NATO, established to ensure the technological and operational capabilities of the Alliance. With a mission spanning over 70 years, NCIA has been instrumental in preserving peace and security" style="border-bottom: 1px dotted #007bff !important;">security for nearly one billion citizens. The agency employs around 3000 civilian and military staff across 29 locations in Europe, North America, and Asia. NCIA focuses on providing advanced technology and cyber solutions that enable NATO to conduct critical operations, protect airspace, and maintain superiority in various domains. The organization is committed to hiring, training, and retaining top talent to sustain its operational edge.

Job Overview:
The position of Head, Service Management Branch is based in Ramstein, Germany, and is part of NCIA's initiative to transform IT services in support of NATO's Digital Endeavour. The successful candidate will oversee the end-to-end Communication and Information Systems (CIS) services, ensuring they are effectively installed, operated, maintained, and supported during peacetime, crises, and wartime. This role requires a proactive and enthusiastic leader who will develop and implement strategic management processes, provide expert advice on operational planning, and lead workgroups to achieve organizational objectives. The Head of Service Management Branch will also be responsible for resource management, stakeholder engagement, and risk assessment improvements, ensuring that the agency meets its operational goals efficiently and effectively.

Duties and Responsibilities:
The Head, Service Management Branch will be tasked with a variety of responsibilities, including: developing, communicating, implementing, and reviewing strategic management processes; providing detailed advice on the application of their expertise to organizational planning and operations; forming and leading workgroups to achieve objectives; determining and delegating tasks and responsibilities; facilitating collaborative problem-solving among teams; planning and managing resource acquisition and deployment; defining and managing resourcing processes; identifying stakeholder communication needs; translating engagement strategies into actionable deliverables; updating risk assessment methods; evaluating risk management approaches; and leading customer relationship management activities to ensure effective communication and collaboration with stakeholders.

Required Qualifications:
Candidates must possess a minimum of a Bachelor’s degree from a nationally recognized or certified university in a related discipline, along with at least 3 years of post-related experience. Alternatively, candidates without a university degree may qualify if they can demonstrate at least 10 years of extensive and progressive experience relevant to the position. Significant experience in IT Service Management, Service Delivery, or Customer Support management roles is essential, along with proven experience in managing service performance against formal Service Level Agreements. Candidates should also have experience in customer relationship management, stakeholder coordination, and leading teams, as well as a demonstrated ability to operate in complex governance structures and contribute to operational planning and risk management processes.

Educational Background:
The educational requirement for this position is a Bachelor’s degree from a nationally recognized or certified university in a relevant field. This educational background is crucial for understanding the complexities of IT service management and operational planning within NATO's framework. Candidates who do not meet this educational requirement may still be considered if they can demonstrate significant relevant experience, particularly in leadership and management roles within IT services.

Experience:
The position requires significant experience in IT Service Management, specifically in roles related to Service Delivery or Customer Support management. Candidates should have a proven track record of managing service performance against established Service Level Agreements and experience in customer relationship management. Additionally, experience in leading teams, managing staff resources, and developing personnel is essential. Candidates should also have experience in coordinating both internal staff and contractor-delivered services, as well as contributing to operational planning and risk management processes.

Languages:
Fluency in English, both written and spoken, is mandatory for this position. This proficiency is essential for effective communication within the organization and with external stakeholders. While English is the primary language required, knowledge of additional languages may be considered an asset, enhancing the candidate's ability to engage with a diverse range of stakeholders across NATO's member countries.

Additional Notes:
The position offers a 5-year contract with a competitive tax-free salary, along with household and children's allowances where applicable. Expatriate staff will receive privileges such as expatriation and education allowances, as well as additional home leave. The role includes excellent private health insurance and generous annual leave of 30 days plus official holidays. Additionally, employees are eligible for the NATO Pension Scheme and various development programs, including professional training and wellbeing initiatives. The NCIA is committed to being an equal opportunity employer, fostering an inclusive environment that values diversity in all forms.