Senior Service Management Support Specialist with security clearance

Would you like to join the leading international intergovernmental organization

The Senior Service Management Support Specialist will provide expert service management and delivery support to the NIMSC Land/Air Business Unit Mission Integrated Portfolio Team. The role involves strategic partnership end-to-end service management and continuous improvement to enhance mission support and service delivery across NATO entities.

Responsibilities:

• Service Management & Delivery Support:
  • Track and report on financial status (OPEX & CAPEX) procurement progress resource management cost planning and timeline planning using NATO tools (EBA ServiceNow SharePoint).
  • Update SharePoint weekly and deliver monthly financial and project status reports.
• Continuous Improvement:
  • Identify process bottlenecks and opportunities for improvement.
  • Document and report on continuous improvement initiatives and process synergies.
• Stakeholder & Customer Engagement:
  • Foster strategic partnerships with NATO entities commercial partners and industry stakeholders.
  • Document and report on customer engagements and outcomes.
• ITSM Coordination:
  • Monitor and track Incidents Service Requests Change Requests and Work Orders using NATO ITSM tools.
  • Collaborate with Service and Project Managers to ensure timely resolution.
• Obsolescence Planning:
  • Support the development and tracking of 5-year service and mission obsolescence plans.
  • Report monthly on updates risks and recommendations.

Essential Qualifications & Experience:

• Bachelors degree from a nationally recognized university.
• At least 10 years of commercial experience in Service Management.
• At least 3 years of NATO experience preferably with the NCI Agency.
• Proven experience in Customer Relationship Management and communication with military and civilian staff.
• Thorough understanding of:
  • NCI Agency C2 structure and service lines
  • ITIL (Foundation level or higher)
  • Programme Management (MSP or equivalent)
  • Project Management (PRINCE2 or equivalent)
  • NCIA tool sets: ServiceNow (1 years) EBA (2 years) ITSM (2 years)
  • NATO Allied Operations and Mission processes (3 years)
  • NATO DCIS processes (3 years)
  • OLA and SLA processes (3 years)
  • Risk Management techniques (3 years)
• Proficiency in Microsoft Office Suite (3 years).
• Excellent written and verbal English skills (NATO SLP 3333 or equivalent).
• Desirable:
  • Understanding of NATO Deployable and Mobile Systems and Static Infrastructure.
  • Experience in documentation and report writing.
  • Strong analytical critical thinking and problem-solving skills.
  • Ability to work unsupervised for extended periods.

If youve read the description and feel this role is a great match wed love to hear from you! Click Apply for this job to be directed to a brief questionnaire. It should only take a few moments to complete and well be in touch promptly if your experience aligns with our needs.