Support/Service Management (NATO-NCIA)

Mons, Belgium, Sapienza Consulting [AAS- C0001982]

Field(s) of expertise
Configuration Management Project and Service Management
Job type

About this job

Sapienza Consulting, a tpgroup company, is recruiting a Support/Service Management to join NATO – NCIA in Mons, Belgium


Support the Service Management Board: to evaluate changes to service baselines:

  • Service Rate changes, Service Risks., Issues, Service Model changes, Service Exceptions
  • Support IT Service Model, processes and procedures are followed consistently by the Networks Service NSII Service Areas
  • Support the verification and validations NSII Service Baseline (e.g. NSII IT Service Catalogue, NSII Service Level Agreements, and NSII Operating Level Agreements, individual NSII Service Delivery Plans, Service Designs and Service Costs)
  • Support the verification and validations of IT Service Delivery Performance against the Service Level Agreements (SLAs) with the Customers
  • Identifies, proposes, and controls continuous IT Service improvements to the NSII Service Line
  • Support the creation and improvement of the following key NSII IT Service Baseline artefacts:
  • NSII IT Service Strategy, NSII IT Service Transition Strategy, NSII Service Delivery Management Plan, NSII Service Improvement Plan, NSII IT Service Catalogue, and NSII IT Service Level Management Plan
  • Support and evaluate IT Service Cost Model for all IT Services in the NSII IT Service Catalogue
  • Support and Evaluate Transition plans for Project transition into Service Operation
  • Support the creation of Service Management training material to increase the knowledge of Service management within the Service line
  • Service-Oriented Business Model. Educate and inform staff on the purpose, benefits, impacts and application of the Service-Oriented Business Model


  • Required Security Clearance: NATO Secret
  • Experience as IT Service Delivery Manager in medium to large size organisations managing critical infrastructure IT-Services
  • Experience as IT Service Catalogue Manager including development and improvement of one or more IT Service Cost Models
  • Experience as IT Service Level Manager including development and improvement of SLAs and Operational Level Agreements (OLAs)
  • Sound knowledge in IT Service Strategy, IT Service Design, IT Service Transition, and IT Service Improvement
  • Good knowledge of ITIL processes (Intermediate Level)
  • Sound knowledge of the different functions and services in a typical enterprise IT organization
  • General knowledge about IT systems
  • Knowledge about IT services lifecycle: Service Design, Transition and Operations
  • Good understanding of Service Level Agreements (SLA). OLAs
  • Reporting of Service Management KPIs across the IT lifecycle
  • Candidates must be eligible to work in the EU
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