About this job

Sapienza Consulting is recruiting a IT Operations Manager to work at NATO NCIA in Mons, Belgium.

Responsibilities

Under Chief, Operations Centre but largely on own initiative, incumbent will perform following duties:

• Advise, assist and support Chief, Operations Centre in all matters related to daily operation of integrated Ops Centre
• Advise, assist and support Chief, Operations Centre in all matters involving NATO CIS operations as it applies to military operations, peacekeeping operations and support to operations other than war
• Managing operational responsibilities of NCI Agency Operations Centre
• Monitors effectiveness of operational team against enterprise service management and appropriate SLA KPIs, driving through change as needed to deliver continual service improvement
• Model positive, high performance culture in team with focus on teamwork, service excellence and ownership for resolving operational issues
• Encourage open communication between team members, allowing team to bring forward ideas on how they can collectively deliver more effective service
• Set and cascade business objectives and performance targets to team
• Ensure teams are skilled, trained and developed to enable them to deliver high quality service and support
• Work closely with Service Area Owners to ensure customer is provided with seamless Operation and maintenance support capability
• Manage and develop strategic partnerships with third party suppliers and other external and internal stakeholders
• Ensure quality, up-to-date documentation for all operational Operations Centre functions and processes
• Provide input into strategy of Agency with particular focus on opportunities to provide efficiencies and enhance service offered
• Strive to achieve consistent customer satisfaction ratings and respond appropriately to customer feedback in areas for improvement
• Ensure availability and quality of engineering support delivered to customer through close coordination with NCI Agency service lines and CIS Support and Sustainment Centre (CSSC)
• Ensure delivery management support is available to project managers as required through project development, delivery and transition into service phases
• Developing and coordinating work on policy and procedures for management of Service Operations
• Represent Operations Centre at high level meetings, internal with NCIA entities and external with customer
• Perform any other related duties as assigned by Operations Centre Leadership

Profile

• Required Security Clearance: NATO Secret
• Master of Science (MSc) degree at nationally recognised/certified University in related discipline and 8 years post-related experience
• Or Bachelor of Science (BSc) degree at a nationally recognised/certified University in related subject with 10 years post related experience
• Or exceptionally, lack of degree may be compensated by lower academic qualification combined with demonstration of particular abilities or experience of relevance to this post, or with military experience in related subject
• Certification, such as ITILv3 at Foundation level, Prince2 Foundation
• CIS engineering experience and 5 years of experience in management of CIS systems either as project manager or service operations manager
• Familiarity with military telecommunications and information systems
• Proven success as operational and technical team lead

Desirable Experience and Education:

• ITIL v3 certified in Service Operations
• Demonstrable evidence in maintaining knowledge of advances in Information Technology
• Member of a recognized professional body or institution
• 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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