Service Level Manager

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

Who we are supporting 

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

• Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
• Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
• Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.
• Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.

The program

Assistance and Advisory Service (AAS)

The NATO Communications and Information Agency (NCI Agency) is NATO’s principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.

To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

Role Duties and Responsibilities

• Being the main interface with customers receiving, understanding, further developing and documenting the requirements related to Cyber Security KPIs and KQIs;
• Develops a service performance dashboard design methodology, document it and present it in various forums where customers are involved;
• Translates high-level customer and business requirements into actionable technical level requirements;
• Communicates with SDMs, customers and other stakeholders and maintains common agreement;
• Translates the KPI requirements into technical terms to enable automation of KPI dashboard reporting;
• Tasks and guides data analysts for technical implementation of new or improved KPIs;
• Ensures monitoring and reporting of agreed KPIs, provision of services, and quality of delivered services;
• Produces technical documentation and status reports;
• Encourages collaboration between Service Delivery entities and performs proactive customer reviews in cooperation with Demand Management and the Service Owners;
• Requirement management for data visualization through self- service dashboards;
• Actively supports and engages with experts and stakeholders to ensure continuous improvements are identified through review and benchmarking processes.

Essential Skills and Experience

• Sound knowledge and provable experience with Cyber Security KPIs, KQIs;
• Provable experience on designing and facilitating the implementation of Cyber Security Dashboards;
• Sound knowledge and wide-experience with KPIs & KQIs and formal reporting on User Experience;
• Experience in leading Dashboard development teams and working groups in military IT environments;
• Experience in leading and instructing technical teams implementing KPIs and KQIs;
• Sound knowledge of Dashboard UX Design, Transition and Operation processes withproven experience on one of these processes;
• Sound knowledge of ITIL processes with proven experience on one of these processes;
• Sound knowledge and experience of IT Service Level Management;
• Experience in writing UX Deliverables, Requirements documentation and understanding translations into technical solutions;
• Excellent communication skills. Proven ability to effectively communicate orally and in writing, with good briefing skills;
• Sound experience in reporting and use of BI tools;
• Advanced organizational skills and analytical approach to problem solving;
• Sound knowledge and experience with monitoring tools and techniques on measuring service quality.

Education

• A university degree in a relevant scientific or engineering discipline equivalent to a BSc or 10+ years of relevant experience;

Working Location

• Northwood, Great Britain

Working Policy

• On-Site

Travel

• Up to 1 TDY in Belgium / Braine l’Alleud location per month.

Security Clearance

• Valid National or NATO Secret personal security clearance