Service Delivery Officer (NATO-NCIA)

Mons, Belgium, Sapienza Consulting [C002172a]

Field(s) of expertise
Information Technology
Job type

About this job

Sapienza Consulting, a Serco company, is recruiting a NATO Secret cleared Service Delivery Officer, to work on the AAS Project at NATO-NCIA, with work location in Mons, Wallonia, Belgium.


Duties & Role:

  • Support the Service Delivery process by identifying and reporting the Key Performance Indicators, Identify risks area, raise and follow the resolution of IT Incident impacting our services, lead Root Cause Analysis and liaising with service customers to communicate on service degradation. Contribute to the development and improvement of CS OPS services cost model.
  • Support the IT Change management process and the NCSC Design Authority and Segment/Solution Architects streams of work by providing the necessary information about the technical and procedural requirement and representing OPS position and interests in such meetings and discussions.
  • Lead Continuous Service Improvement effort by collecting users’ requests and assess how possible it can be implemented without requiring a project.
  • Write and maintain the Service Description, Service Delivery Plan, Business Cost Model and any other document required to ensure our services are well understood by the customer, costed accordingly and adapted to their needs.
  • Build and maintain the taxonomy related to the Branch’s information.
  • Manage the content of the different information portals with the agreed taxonomy.
  • Design, create and distribute a variety of reports, briefings and dashboards, to different type of audience (Business owners, Operational community, IT Service Management, Cyber Security community)
  • Deliver support to NATO projects by representing the Branch interests, technical and procedural expertise within NCSC and NCIA.
  • Prepare input for CS OPS weekly and monthly briefings on services and well as monthly and quarterly reports.


Skill, Knowledge & Experience:

  • The candidate must have a currently active NATO SECRET security clearance.
  • A university degree at a nationally recognised/certified University in a field related to IT or Information Management and 2 years post-related experience; Exceptionally, the lack of a university/college 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 8 years extensive and progressive expertise in the duties related to the function of the post.


  • Hold a professional certification on IT Service Management, ideally on ITIL, and ideally focused on Service Delivery and Continuous Service Improvement
  • Extensive experience in IT Service Delivery with proven success in maintaining and improving a range of services, ideally in Cyber Security.
  • Very good communications skills and reporting experience with capacity to communicate to different types of audience (senior executive, middle management, technical and non-technical)
  • At least 3 years experience in Information and Knowledge Management, ideally in the field of Cyber Security


  • Hold a certification on Information Management.
  • Hold the certification Certified Information Systems Security Professional (CISSP)
  • Hold a certification in Project Management, like PRINCE2 or PMP.
  • Experience working in support of IT project team.
  • Experience working in a Computer Emergency Response Team (CERT) or similar Cyber Security structure.
  • Experience working in an International Environment
  • Knowledge of NATO responsibilities and organizational, including ACO and ACT

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