Service Delivery Manager (NATO-NCIA)

The Hague, The Netherlands, Sapienza Consulting [AAS-SC2022-002054 ]

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

About this job

Sapienza Consulting, a tpgroup company, is recruiting a Service Delivery Manager to join NATO – NCIA in The Hague, South Holland, Netherlands.


Under the direction of the supervising PM and EDS&AI Chief, the incumbent will perform duties such as the following:

  • Contribute to service design effort of EDS&AI, including; requirements capturing, requirements management, development, acquisition and Operations and Maintenance of products and services
  • Be accountable to the Service Area Owner for all service support activities including the transition and operation of service
  • Support/cover the role of Service Area Owner in planning of service requirements in accordance with the support arrangements (SLAs and OLAs) for service
  • Support planning, scheduling and controlling of build, test and deployment of service asset releases
  • Ensure that target service levels defined within service support agreements including the time to respond and time to restore are met
  • Ensure that services are delivered in a standardised way, in accordance with Agency guidance on implementation of ITIL service management processes and that proper use is made of the Agency’s centralised ITSM toolset
  • Be responsible for the maintenance and communication of service disaster recovery plan and ensures that the service operation team(s) exercise them as required to ensure its validity
  • Ensure that processes are in place so that all service management requests (service requests, incidents, problems, requests for change, etc.) are logged and managed through the Agency’s standard IT Service Management tool (ITSM) and meet performance criteria for service delivery
  • Ensure external acquisition requests for contractors, consultants, hardware, software, consumables, etc. are placed in a timely manner, annual spending plan is maintained and efficiently executed
  • Support Service Management Control (SMC) to develop, maintain, collect and report meaningful metrics and key performance indicators (KPIs) for the assigned service(s)
  • Provide inputs to the annual customer budget processes and to development of operational level agreements (OLAs), underpinning contracts (UCs) and service level agreements (SLAs) as required for the assigned service assets(s)
  • Serve as the point of escalation for major incidents relating to the service
  • Act as a point of contact for Customer Support Units (CSUs) and other support staff for assigned service assets
  • Support delivery of assigned service(s) to operations and exercises in accordance with service agreements
  • Manage the lifecycle of problems from initial identification, through further investigation, documentation and resolution
  • Proactively engage in the continual improvement of assigned service(s) and service assets
  • Deputize for higher grade staff, if required
  • Perform other duties as may be required


  • Required Security Clearance: NATO Secret
  • A minimum requirement of a Bachelor’s degree at a nationally recognised/certified University in a related discipline and 5 years of post-related experience
  • Or exceptionally, the lack of a university degree may be compensated by the demonstration of a candidate’s particular abilities or experience that is/are of interest to NCI Agency, that is, at least 10 years of extensive and progressive expertise in duties related to the function of the post
  • Experience in IT service provision in a major organization
  • Good understanding of modern IT service delivery technology; such as automation, and artificial intelligence
  • Minimum 3 years of experience in application service support or software engineering
  • Good knowledge of and experience in ITIL framework
  • Team leadership in major C4ISR environment
  • Understanding of Project Management principles and techniques
  • The ability to communicate effectively in written English to produce technical documents such as technical notes, reports, and reference documents
  • Understanding of military (functional) business processes and experience in working with military operational personnel
  • Experience with application software interoperability implementation, validation, and verification
  • Analytical capability and knowledge of concepts and technologies in areas such as systems analysis, data fusion and data processing
  • Experience of Systems support and maintenance in the NATO or similar defence or industry environment
  • Formal ITIL certification
  • Knowledge of NATO responsibilities, processes and organization, including ACO and ACT.
  • Competencies or Personal Attributes: Relating and Networking
  • Easily establishes good relationships with customers and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humour appropriately to bring warmth to relationships with others.
  • Delivering Results and Meeting Customer Expectations
  • Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals.
  • Adapting and Responding to Change
  • Adapts to changing circumstances; tolerates ambiguity
  • accepts new ideas and change initiatives
  • adapts interpersonal style to suit different people or situations
  • shows an interest in new experiences.
  • Achieving Personal Work Goals and Objectives
  • Accepts and tackles demanding goals with enthusiasm
  • works hard and puts in longer hours when it is necessary
  • seeks progression to roles of increased responsibility and influence
  • identifies own development needs and makes use of developmental or training opportunities.
  • Language Proficiency: A thorough knowledge of the English language, both written and spoken, is essential and some knowledge of the other NATO language is desirable

For information on how the personal data in your application is processed, please see the Sapienza Consulting Privacy Policy.