Who we are:

For more than 70 years, NATO’s mission has been to preserve peace and security in the Alliancefor nearly one billion citizens. The NATO Communications and Information Agency (NCIA) and its predecessors have worked tirelessly in providing the means that enable the connectedness and togetherness that keep our Alliance strong. We are the NCIA, 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 NCIA, 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 Northwood, The UK, 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 CSU NCIA CIS Support Unit (CSU) Northwood, located in Northwood, The UK, that is responsible for managing, delivering and maintaining assigned Communication and Information Systems (CIS) products and services for the Agency’s customers during peacetime, crisis and war throughout its assigned AoR and as otherwise directed. As the local service provider and Service Management Authority (SMA), it supports the NCIA in delivering secure, reliable end-to-end services under the Enterprise Service Delivery Model (ESDM).

We are looking for a driven and enthusiastic Head, Service Management Branch, who will take on the following roles and responsibilities:

  • Develops, communicates, implements and reviews the processes which embed strategic management in the operational management of the organisation.

  • Provides detailed and specific advice regarding the application of their specialism to the organisation's planning and operations.

  • Forms, maintains and leads workgroups and individuals to achieve organisational objectives.

  • Determines and delegates objectives and task responsibilities to individuals or teams — including people management responsibilities as appropriate.

  • Facilitates workgroups to deliver defined goals and outcomes.

  • Provides support, guidance and suggestions to workgroups and teams to learn collaborative problem solving and improve their team performance.

For a full list of duties, please review the job description on the NCIA career site.

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 recognised/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 NCIA, that is, at least 10 years extensive and progressive expertise in duties related to the function of the post.

  • Significant experience in IT Service Management, Service Delivery, or Customer Support management roles.

  • Experience managing service performance against formal Service Level Agreements.

  • Proven experience in customer relationship management, stakeholder coordination, and customer-facing service roles.

  • Experience leading teams, managing staff resources, and developing personnel.

  • Demonstrated ability to operate in matrix organizations, with exposure to multi-stakeholder environments and complex governance structures.

  • Fluency in English, both written and spoken.

What we offer:

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

  • 5 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 NCIA and our work, please visit our website.

The NCIA 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.

Additional details on the conditions of application can be found via the NCIA career site.

At Impactpool we do our best to provide you the most accurate info, but closing dates may be wrong on our site. Please check on the recruiting organization's page for the exact info. Candidates are responsible for complying with deadlines and are encouraged to submit applications well ahead.
Before applying, please make sure that you have read the requirements for the position and that you qualify. Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.