NCSC Service Operations Manager (NATO NCIA)

Mons, Belgium, Sapienza Consulting [AAS5147]

Field(s) of expertise
Information Technology Cyber Security
Job type

About this job

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


Management of NCSC Service Desk and underpinning processes, Event Management, Incident Management, Problem Management, Request Fulfilment and Access Management. Business Transformation and Transitioning improved ways of working. Migrate legacy NCSC Service Desk from Footprints and transition on to ITSM Tool. Maturing and developing associated processes, working practices and documentation to include, but not limited to:

  • NCSC Routine & Preventative Maintenance Plan
  • NCSC Event Management Strategy
  • NCSC Incident Management Strategy
  • NCSC Problem Management Strategy
  • NCSC Access Management Strategy
  • NCSC Request Fulfilment Strategy
  • NCSC Operating Maintenance Manuals and Procedures
  • NCSC IT (Service) Continuity Plan
  • NCSC Patching Strategy
  • SOM has responsibility for introducing mechanism to ensure all NCSC Maintenance documentation is fit for purpose, current and continuously maintained
  • Maintains currency with industry standards and best practice, developing training and development plans to accommodate evolving technology and business needs
  • Develop and maintain Service Desk continuity plans and for he service and test annually
  • Matrix resource management and task allocation
  • Provision of Subject Matter Expertise (SME) to support continual availability and improvement of NATOs global Cyber Defence systems together with NATO matrix managed Cyber Security Operations and Maintenance team
  • Oversee technical support desk to ensure they are monitoring, troubleshooting and resolving complex technical infrastructure and system problems and carrying out system upgrades
  • Plan and monitor system maintenance tasks in coordination with all relevant stakeholders, producing regular reports and attending and contributing to coordination and progress meetings
  • Work proactively with other cyber security specialists and engineers to facilitate optimisation and improvement of suite of NCIRC system and security devices
  • Ensure that configuration, administration and optimisation of system support, network and service management applications are undertaken
  • Collect operational performance data and perform analysis, drawing conclusions from data and recommending courses of action
  • Produce a suite of appropriate reporting deliverable for all stakeholders
  • Ensure systems engineering artefacts, including technical authoring
  • Ensure adherence and alignment to Service Management framework processes and procedures (e.g. ESDM, ITIL) recommend and introduce optimisations and improvements where identified and champion industry standards and best practice
  • Ensure systems engineering artefacts, including technical authoring of documentation to support operations and maintenance of system solutions, are developed and maintained
  • Develop vision, strategy and roadmap for Service Desk and delivery of Service Operations introducing, process improvements, standardisation, day-to-day efficiencies, tool development and improvements to monitoring, reporting and trend analysis capabilities
  • Team development and training initiatives
  • Matrix management responsibilities of the Service Operations team


  • Required Security Clearance: NATO Secret
  • University degree at a nationally recognized / certified University in technical subject with substantial Information Technology (IT) content and 5 years in administration and operation of distributed information system
  • Demonstrable experience of managing and provisioning live operational services
  • Understanding of administration and operation of network and service management applications
  • Collection, analysis and reporting of operational performance data
  • Experience of investigating and analysing complex scenarios and solving problems in innovative ways
  • Knowledge of technical operations and maintenance documentation
  • Excellent communication skills, both written and verbal, with ability to clearly and successfully articulate complex issues to variety of audiences, stakeholders and teams
  • ITIL Service Management qualification
  • Experience of delivering live operational services
  • Experience of successfully managing technical teams
  • Experience of successfully implementing Business Transformation in an operational environment



  • Industry leading certification in area of Cybersecurity such as CISSP, CISM, MCSE/S, CISA, GSNA, SANS GIAC.
  • Solid understanding of Information Security Practices; relating to Confidentiality, Integrity and Availability of information (CIA triad.)
  • Experience using Service Management tools – BMC Remedy
  • Knowledge of Solarwinds Service Monitoring Tool
  • Prior experience of working in international environment comprising both military and civilian elements


Candidates must be eligible to work in the EU

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