C004283 Continual Service Improvement (CSI) Manager (NS) - MON 25 Aug

Deadline Date: Monday 25 August 2025

Requirement: Continual Service Improvement (CSI) Manager

Location: Braine-l'Alleud, BE

Full Time On-Site: Yes

Time On-Site: 100%

Not to Exceed Rate: 72 EUR

Total Scope of the request (hours): 91

Required Start Date: 6 October 2025

End Contract Date: 31 December 2025

Required Security Clearance: NATO SECRET

Duties & Role:

Business process improvement

• Manages the execution of business process improvements.
• Analyses and designs business processes to identify alternative solutions to improve efficiency, effectiveness and exploit new technologies and automation.
• Develops graphical models of business processes to facilitate understanding and decision-making.

Organisational capability development

• Contributes to identifying new areas of capability improvement within the organisation which may include enhancements to skills, technology or processes.
• Develops and maintains a detailed knowledge of capability improvement approaches and techniques and selects appropriate approaches for the organisation.
• Offers support, guidance, advice and suggestions to help continual improvement activities.

Business intelligence

• Sources and prepares data for analysis and performs standard business intelligence analysis activities.
• Creates and delivers standard reports in accordance with stakeholder needs and conforms to agreed standards.
• Contributes to the recommendation of improvements.

Quality Management

• Assists in the development of new or improved practices and organisational processes or standards.

Stakeholder relationship management

• Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management.
• Excellent written communication skills for drafting clear, concise, and user-friendly articles, announcements, and site updates

Methods and tools

• Provides advice and guidance to support the adoption of methods and tools and adherence to policies and standards.
• Contributes to and operate a governance structure and develop the processes required to operate a CSI portfolio;
• Manages and monitors CSI initiatives across the NATO Enterprise and Mission environments;
• Updates and maintains of the CSI Register;
• Ensures the improvement plans introduce specific metrics and mechanisms to measure benefits;
• Establishes a framework of practice to promote the culture of continual improvement within the organisation, creating a culture for openness and sharing of ideas;
• Collaborates with IT and business teams to ensure that service improvement initiatives are effectively implemented and integrated into daily operations;
• Prepares regular reports on service improvement progress, including performance trends, achieved milestones, and upcoming initiatives;

Skill, Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• A Bachelor's degree at a nationally recognised/certified University in a related discipline and 2 years post-related experience.
• Recent experience (at least 2 years) in IT service management, with a focus on continual improvement;
• Prior experience contributing to successful service improvement initiatives across large organisations;
• Relevant experience in facilitating meetings, preferably in an international environment ;
• Excellent written and verbal communication skills;
• Experience in roles requiring to work independently and collaboratively in a team environment.
• Experience in SharePoint, including adding and updating site content, managing document libraries, and linking documentation.