Service Level Management Specialist

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

Who we are supporting 

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

• Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.


• Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.


• Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.


• Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.


• Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.

The program

Assistance and Advisory Service (AAS)

The NATO Communications and Information Agency (NCI Agency) is NATO’s principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.

To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

Role ID – 2024-0020

Role Background

This Statement of Work (SoW) defines the objectives, scope of work and milestones required to be achieved by the company and the performance based contractor in regards to their role attached to the NDWC Personal Workspace team. The expectation from the deliverables is to support the team that is responsible to deliver the AV/V service via this SoW. The defined deliverables of this SOW require the contractor to participate in most of the tasks that the day to day work mandates, in order to ensure the effective and efficient service operation. Practical arrangements are described below, in accordance with what the above mentioned team applies on a daily bases.

NATO Digital Workplace Centre (NDWC), part of NCI Agency, provides simple yet innovative solutions that underpin the Digital Transformation of NATO by providing feature-rich Digital Workplace, which enable NATO staff members to connect, communicate, and collaborate. Shared Workspace service area deliver the following user-facing services to NATO Commands, NATO Force structure and Nations in all 32 Allied Nations:

• Workstream collaboration including email and instant messaging server backend and client frontend provisioning, management, operation and lifecycle across multiple separate networks of different classifications.


• Voice and Video conferencing server backend and frontend devices and rooms, maintenance, management, operation and troubleshooting across multiple separate networks of different classifications


• AV/V service is designed to give value added auditory and visual experience to the customers and users while doing their consultation sessions or briefings using the latest technology available.

The services integrate with other services and enable NATO-specific functional applications higher up the software stack. Through several on-going streams of work in Q4’24 and onwards, the services are rapidly evolving from using fully on-premise to a mixture of on-premise and public cloud technologies.

Role Duties and Responsibilities

Change Management

• Participate on Collaborate with cross-functional teams to assess, authorize, and oversee changes to our IT environment.


• Evaluate change requests, ensuring they align with business objectives and minimize risks.


• Maintain a robust change management process, including documentation, communication, and post-implementation reviews.


• Facilitate change advisory board (CAB) meetings and ensure timely approvals.


• Monitor the impact of changes and address any issues promptly.

Problem Management

• Investigate recurring incidents and identify underlying root causes.


• Conduct thorough root cause analyses to prevent similar incidents from reoccurring.


• Collaborate with technical teams to implement permanent fixes.


• Maintain a problem knowledge base for reference and continuous improvement.


• Proactively identify potential problems and work towards preventive measures.

Configuration Management (Secondary Scope)

• Plan the configuration management process.


• Identify the configuration management data as well as Cis and associated stakeholders.


• Control the CIs or the receipts, as well as deviations from those receipts.


• Make sure the configuration items in the CMDB are up to the standards and is updated regularly.


• Keep track of the changes made in the configuration and report to management about compliancy failures.

Principal Assistant / Admin Activities

• Assist in the creation of the Purchase Requests (PR) in our internal system, also following up the lifecycle of PRs.


• Assist and prepare the necessary paperwork to bring in third party contractors (from HP, Cisco, etc.) to the different NATO facilities but mainly BLA and SHAPE.


• Responsible for preparing and managing the paperwork for the creation of new NATO CIS accounts for third party contractors and all the other processes related to that.

Essential Skills and Experience

• 3+ years of experience in Change Management
  
  
  
  • Minimum of 3 years of hands-on experience in change management and problem management activities of IT Services.
  
  
  
  


• 2+ years of experience in Problem Management
  
  
  
  • Minimum 2 years in configuration management or in a similar capacity. Proven experience on preparing the PIR (Post Incident Reviews) and RCA (Root Cause Analyze) documents of IT Services.
  
  
  
  


• 3+ years of experience in ITIL Foundation
  
  
  
  • ITIL Foundation certification (higher-level ITIL certifications are a plus). Familiarity with ITIL best practices and frameworks.
  
  
  
  


• 2+ years of knowledge of NATO
  
  
  
  • Knowledge of NATO responsibilities and organization, including ACO and ACT. This can be compensated with equal or more amount of time spent in a governmental position or a military position.
  
  
  
  


• 3+ years of experience of the following soft skills
  
  
  
  • Strong analytical and problem-solving skills. Excellent communication and collaboration abilities. Ability to work effectively in a dynamic, fast-paced environment.
  
  
  
  


• 2+ years of experience of Admin skills
  
  
  
  • Familiar with different admin activities in NATO or any other government/military organization. Analytical thinking and active listening. Knowledge of NATO financial and resource management applications, like (EBA, SNOW, ect)
  
  
  
  


• They shall use the Purchaser Information Technology Service Management (ITSM) ticketing system following the Purchaser’s procedures and observe relevant KPIs.

Education

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).

Language Proficiency

• Business English

Working Location

• Mons, Belgium and Braine l’Alleud, Belgium

Working Policy

• On-Site

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Cosmic Top Secret personal security clearance