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 Ramstein, Germany, 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 Ramstein enables end-to-end CIS services as it installs, operates, maintains and supports the full range of CIS capabilities during peacetime, crisis and war throughout its allocated Area of Responsibility (AOR) and as otherwise directed.
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.
Plans and manages the acquisition and deployment of resources to meet specific needs and ongoing demand.
Defines and manages the implementation of resourcing processes and tools.
Identifies the communications and relationship needs of stakeholder groups.
Translates communications/stakeholder engagement strategies into specific activities and deliverables.
Updates and implements improvements to risk assessment and management methods.
Evaluates the benefits and drawbacks of alternative risk management approaches.
Leads CSU's customer relationship management activities, ensuring timely and effective communication, coordination, and collaboration with NCIA business areas, external stakeholders, and service governance bodies.
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.
Experience coordinating both internal staff and contractor-delivered services.
Experience contributing to operational planning, resource allocation, and risk management processes.
Demonstrated knowledge of service management best practices, processes, and performance management.
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;
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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.