Senior Service Delivery Manager for NATO with security clearance, Brunssum

Embedded within the NIMSC Land&Air Business Unit, this senior Service Delivery Manager will support the Allied Operations&Missions portfolio on a full‑time, on‑site basis in Brunssum, Netherlands.

Key responsibilities Coordinate Service Management&Service Delivery support for the NIMSC Land&Air Business Unit– Allied Operations&Missions portfolio, and assist Project Managers using NATO tools and systems (EBA, ServiceNow, SharePoint).

Service Delivery Support

Track financial status (OPEX&CAPEX) daily using NCIA EBA and ServiceNow, including acquisition progress (PR to PO), resource management, cost planning, and timeline planning within ServiceNow.

Update the NIMSC SharePoint Portal weekly with progress and recommendations.

Deliver a monthly written project&financial status report, highlighting problems, issues, trends, risks, and recommended solutions for assigned services, missions, and projects.

Continuous Improvement

Identify process bottlenecks and opportunities for end‑to‑end process improvements and synergies.

Track and document improvement opportunities daily.

Update the NIMSC SharePoint Portal weekly with opportunities and recommendations.

Deliver a monthly written Continuous Improvement Report detailing opportunities, problems, issues, trends, risks, and solutions.

Customer Engagement

Track and document customer engagements daily.

Update the NIMSC SharePoint Portal weekly with engagement outcomes and recommendations.

Deliver a monthly written Customer Engagement Report detailing outcomes, highlights, risks, and solutions.

Essential Qualifications&Experience

Proven record in Service Management within NATO and commercial environments; at least 5 years commercial experience and at least 3 years NATO experience (particularly with NCI Agency).

At least 5 years commercial experience in Customer Relationship Management; strong communication skills with NATO civilian, military, and commercial partner staff at all levels.

Thorough understanding of NCI Agency C2 structure and service lines/centers.

Bachelor’s degree in a service‑management related discipline from a nationally recognised university.

Strong knowledge of ITIL® methodology; at least Foundation level qualified.

Strong knowledge of Project Management methodology; Prince2® or equivalent qualification required.

Minimum 2 years experience using NCIA ServiceNow, EBA, and ITSM tool sets.

Minimum 2 years experience with NATO Allied Operations and Mission processes and procedures.

Minimum 2 years experience with NATO CIS processes and procedures.

Minimum 2 years experience with OLA and SLA processes and procedures (particularly NCI Agency).

Minimum 2 years experience applying risk management techniques in a commercial environment.

Minimum 2 years experience with Microsoft Office tool set.

Excellent written and verbal communication skills in English.

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