Senior IT Service Manager

Spektrum is seeking a Senior IT Service Manager to support the NATO Communications and Information Agency (NCIA) in providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The successful candidate will have a proven record in Service Management within the NATO and Commercial environments, with at least 10 years of prior Commercial experience and 3 years of prior NATO experience. The role requires a Bachelor's degree in a Service Management related discipline and ITIL Foundation level qualification.

Requirements

• Support the NIMSC Land/Air Business Unit – Mission Integrated Portfolio Team.
• Provide end-to-end service management support for assigned Services, Missions, and Projects.
• Use NATO tools and systems, including EBA, ServiceNow, and SharePoint.
• Support Project Managers in delivering mission services.
• Identify operational process bottlenecks.
• Identify opportunities for end-to-end process improvements.
• Recommend and support process synergies across services and missions.
• Foster partnerships across: NCI Agency, Other NATO entities, Commercial partners, Industry stakeholders.
• Strengthen customer relationship management to support mission delivery.
• Coordinate, monitor, and track: Incidents, Service Requests, Change Requests, Work Orders.
• Ensure all assigned Services, Missions, and Projects are correctly managed.
• Use NATO ITSM tools and systems to maintain operational visibility.
• Provide support to Project Managers regarding service-related tasks.
• Coordinate the 5-year service obsolescence plan for the Mission portfolio.
• Work with: Senior Service Delivery Manager, Service Delivery Managers, External and Commercial Product Owners, Project Managers.