C004897 Senior Service Delivery Manager (NS) - WED 3 Jun

Deadline Date:  Wednesday 3 June 2026

Requirement Title: Senior Service Delivery Manager

Location:  Brunssum, Netherlands

Full time on-site:  Yes

Total Scope of the request (hours): 836

Required Start Date:  09-JUL-2026

End Contract Date: 31-DEC-2026

Required Security Clearance:  NATO Secret

Specific Working Conditions:  The Service environment will be a normal office environment within the Host Nation complex (and field conditions during operational support), but Remote and Mobile service delivery will be permitted, as and when necessary; with the prior approval of the NIMSC Senior Service Delivery Manager

Duties and Role

1.1. Coordinated Service Management & Service Delivery support of NIMSC Land & Air Business Unit- Allied Operations & Missions portfolio; for assigned Services / Missions / Projects & the support of Project Managers, utilizing NATO tools & systems (EBA, Service Now & SharePoint).

The support will be provided by means of:

A: Tracking, by using NCIA EBA & Service Now tool sets, financial status (OPEX & CAPEX) including ACQ progress (PR to PO) upon a daily basis, including Resource Management, Cost planning & Timeline planning within Service Now.

B: Updating NIMSC SharePoint Portal upon a weekly basis with progress & recommendations.

C: Delivering a monthly written project & financial Status & related expenditure budget Report; highlighting Problems, Issues, Trend & Analysis, Risks & recommended Solutions for assigned Services/ Missions & Projects.

Reporting monthly to the NIMSC Land & Air Business Unit, Senior Service Delivery Manager, Allied Operations & Missions Team Lead, the financial status of all assigned Service / Mission & Project budgets within the NIMSC Land & Air Business Unit, Allied Operations & Missions portfolio.

The Acceptance criteria for the monthly report are the following:

• Is submitted by the agreed date, which is the last working day of the month.

• Contains updated status of PRs/POs for active procurement procedures, including Resource Management, Cost planning & Timeline planning within Service Now.

• SharePoint is up-to-date & indicates the progress / recommendations.

• Highlights Problems, Issues, Trends & Analysis, Risks & recommended Solutions for assigned Services / Missions & Projects.

• Data matches the EBA system snapshot & SharePoint updates.

1.2. As part of the Continuous Improvement process, identify process bottlenecks & opportunities for End-to-End process improvements & process synergies.

The above to be implemented via:

A: Tracking and Documenting upon a daily basis, any opportunities for Continuous Improvement & process synergies.

B: Updating NIMSC SharePoint Portal upon a weekly basis with any opportunities for Continuous Improvement and process synergies & recommendations.

C: Delivering a monthly written Continuous Improvement Report, detailing Opportunities for Continuous Improvement in Service Delivery & Mission Support; highlighting Problems, Issues, Trend & Analysis, Risks & recommended Solutions.

Reporting monthly to the NIMSC Land & Air Business Unit, Senior Service Delivery Manager, Allied Operations & Missions Team Lead, opportunities for process improvements & synergies.

The Acceptance criteria for the monthly report are the following:

• Is submitted by the agreed date, which is the last working day of the month.

• Any opportunities for Continuous Improvement & process synergies are documented.

• SharePoint is up-to-date & indicates opportunities for improvement and process synergies / recommendations.

• Provides details for Opportunities for Continuous Improvement in Service Delivery & Mission Support; as well as highlights Problems, Issues, Trend & Analysis, Risks & recommended Solutions.

1.3. Strategic partnerships & effective customer relationship management to be fostered & built within NCI Agency, other NATO entities, Commercial & Industry partners.

The deliverable to be justified & executed while:

A: Tracking & Documenting upon a daily basis, any Customer Engagements.

B: Updating NIMSC SharePoint Portal upon a weekly basis, with any Customer Engagements Outcomes & recommendations.

C: Delivering a monthly written Customer Engagement Report, detailing Customer Engagements & Outcomes; highlighting Problems, Issues, Trend & Analysis, Risks & recommended Solutions.

Reporting monthly to the Land & Air Business Unit, Senior Service Delivery Manager, Allied Operations & Missions Team Lead, the status of all related supporting service, mission & project 5 year Obsolescence plans.

Requirements

Education, Experience and Training (essential):

• Shall have a proven record in Service Management, within the NATO and Commercial environments.

Acceptable Qualified Level (AQL)

At least 5 years' prior Commercial experience.

At least 3 years' prior NATO experience (in particular with NCI Agency).

• Shall have a proven record in Customer Relationship Management, and ability to communicate effectively with NATO civilian staff, Military staff and Commercial Partner staff, at all levels.

AQL

At least 5 years' prior Commercial experience.

At least 3 years' prior NATO experience (in particular with NCI Agency).

• Shall have a thorough understanding of NCI Agency C2 structure and service lines/ centers.

AQL

At least 3 years' prior NATO experience (in particular with NCI Agency).

• Shall have a Bachelor degree and Bachelor level education.

AQL

Awarded by a nationally recognised/ certified University (ideally within a Service Management related discipline)

• Shall have a thorough understanding of ITIL ® methodology.

AQL

At least Foundation level qualified

• Shall have a thorough understanding of Project Management methodology.

AQL

At least Prince2 ® or equivalent qualified

• Shall have a thorough understanding NCIA Service Now tool set.

AQL

At least 2 years' experience using NCIA Service Now tool set

• Shall have a thorough understanding NCIA EBA tool set.

AQL

At least 2 years' experience using NCIA EBA tool set

• Shall have a thorough understanding NCIA ITSM tool set.

AQL

At least 2 years' experience using NCIA ITSM tool set

• Shall have a thorough understanding of NATO Allied Operations and Mission processes and procedures.

AQL

At least 2 years' experience of NATO Allied Operations and Mission processes and procedures.

• Shall have a thorough understanding of NATO CIS processes and procedures.

AQL

At least 2 years' experience of NATO CIS processes and procedures.

• Shall have a thorough understanding of OLA and SLA processes and procedures

AQL

At least 2 years' experience of NATO OLA and SLA processes and procedures (in particular NCI Agency processes and procedures).

• Shall have a thorough understanding of Risk Management techniques when applied in a commercial environment.

AQL

At least 2 years' experience of applying Risk Management techniques in a commercial environment, delivering value stream improvement to the End-to-End Service Management support.