IT Business Process and Continual Service Improvement Manager (NATO NCIA)

Mons, Belgium, Sapienza Consulting [AAS5902]

Field(s) of expertise
Information Technology
Job type

About this job

Sapienza Consulting is recruiting a IT Business Process and Continual Service Improvement Manager to work at NATO NCIA in Mons, Belgium.


Under OPT Team lead, incumbent will perform duties such as:

  • Operational Processes – Provide Subject Matter Expertise (SME) to support Ops Centre staff in operation and continual service improvement of enterprise processes and ways of working
  • Drive effort in maturing Incident, Problem, Access, Event and Request Fulfilment Management
  • Create, format and publish process documentation, and influence integration of catalogue of customer facing and IT technical services and other documentation as required
  • Articulate and execute strategy for service management-related communications to improve awareness of Agency Operational Processes, reaching out to CIS Support Units, supporting Service Lines and customers
  • Assist in all day-to-day activities associated with Ops Centre service management tasks and initiatives, including but not limited to planning, prioritizing, coordinating with process owners/Service Delivery Managers, tracking, status updates and identifying and managing issues as they arise
  • Supports others to enable them to complete Service Management knowledge activities and form knowledge management habits and reports on progress of knowledge management activities IT Service Management toolsets
  • Assist Ops Centre requirements gathering and configuration of Service Management toolsets (note: Agency’s main toolset is BMC Remedy ITSM)
  • Contribute to Ops Centre effort to automate and improve Service Management toolsets
  • Manage execution and implementation of Service Management Tools and Reporting, including analysis and administration of SLM tools to understand key performance indicators for managing service delivery and modern reports for management support, and operational and strategic planning Continual Service Improvements
  • Contribute to continual service improvement through effective use of metrics in support of key performance indicators and critical success factor used to manage service delivery
  • Assist in management of Agency’s Service Delivery Partners when required to integrate vendors processes/procedures into enterprise Agency solutions
  • Monitor process and toolset progress closely in order to coach and guide teams so there is acceptance of new processes and any issues can be quickly addressed
  • Investigates problems in processes and services management activities, and implement solutions and preventative measures as necessary
  • Contributes to collection of evidence and conduct of reviews of activities, processes, data, products or services
  • Deputize for higher grade staff, if required
  • Performs other duties as may be required


  • Required Security Clearance: NATO Secret
  • Minimum requirement of Bachelor’s degree at a nationally recognised/certified University in a related discipline and 2 years post-related experience
  • In addition to recommended minimum 2 years post-related experience, you will possess higher educational qualification but less practical experience or a less formal educational background combined with particularly relevant practical experience may also be acceptable
  • Business management – strong managerial acumen and familiarity with principles of business administration are necessary components of job. Examples include overseeing daily operations, pursuing organizational goals, and driving long-term operational business development
  • Analyses and reviews business processes; identifies alternative solutions to exploit new technologies and automation
  • Assesses feasibility of business process changes, recommends new approaches and manages execution of business process improvements
  • Customer service – able to de-escalate and troubleshoot advanced customer issues on Service Delivery issues
  • Problem Solver – adept at complex problem solving and collaborating with multiple disciplines including: Support Service Lines, Service Delivery Managers, CIS Support Units, Account Managers and Service delivery staff across large enterprise and matrix organisation.
  • Outstanding interpersonal skills with demonstrated ability to communicate effectively and influence at all levels of organization
  • Experience in successfully leading multi-functional teams as a self-motivated decision maker, anticipating risks, taking initiative and acting as a Change Champion


Desirable Experience and Education:

  • Business analysis and strategy development
  • Experience in developing and managing operational KPI’s and metrics
  • Maintains high degree of customer service for all support queries and adheres to excellent service management principles
  • Able to work across organization to build a compelling Knowledge Service capability
  • Lean – knowledge of lean methodology
  • Skills for Information Age (SFIA 7) Skill Level Requirements: Business analysis: Level 5, Business process improvement: Level 6, Conformance review: Level 5
  • Customer service support: Level 4, Incident management: Level 5, Knowledge management: Level 4
  • Problem management: Level 5
  • Prior experience of working in an international environment comprising both military and civilian elements
  • Knowledge of NATO responsibilities and organization, including ACO and ACT


Candidates must be eligible to work in the EU

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