Senior Service Delivery Manager– NATO ITSM&PM Lead, Brunssum

Would you like to join the leading international intergovernmental organization?

We are seeking a seasoned Senior Service Delivery Manager to embed within the NIMSC Land&Air Business Unit, directly supporting the Allied Operations&Missions portfolio. This is a high-visibility, hands‑on role based full‑time on‑site in Brunssum, NL, requiring a unique blend of NATO operational knowledge, commercial service management discipline, and technical proficiency in NCIA’s core tool sets (EBA, ServiceNow, ITSM).

Key responsibilities

Coordinate Service Management&Service Delivery support of NIMSC Land&Air Business Unit- Allied Operations&Missions portfolio; for assigned Services / Missions / Projects&the support of Project Managers, utilizing NATO tools&systems (EBA, ServiceNow&SharePoint).

Tracking, by using NCIA EBA&Service Now tool sets, financial status (OPEX&CAPEX) including ACQ progress (PR to PO) upon a daily basis, including Resource Management, Cost planning&Timeline planning within Service Now.

Updating NIMSC SharePoint Portal upon a weekly basis with progress&recommendations.

Delivering a monthly written project&financial Status&related expenditure budget Report; highlighting Problems, Issues, Trend&Analysis, Risks&recommended Solutions for assigned Services/ Missions&Projects.

As part of the Continuous Improvement process, identify process bottlenecks&opportunities for End‑to‑End process improvements&process synergies.

Tracking and Documenting upon a daily basis, any opportunities for Continuous Improvement&process synergies.

Updating NIMSC SharePoint Portal upon a weekly basis with any opportunities for Continuous Improvement and process synergies&recommendations.

Delivering a monthly written Continuous Improvement Report, detailing Opportunities for Continuous Improvement in Service Delivery&Mission Support; highlighting Problems, Issues, Trend&Analysis, Risks&recommended Solutions.

Strategic partnerships&effective customer relationship management to be fostered&built within NCI Agency, other NATO entities, Commercial&Industry partners.

Tracking&Documenting upon a daily basis, any Customer Engagements.

Updating NIMSC SharePoint Portal upon a weekly basis, with any Customer Engagements Outcomes&recommendations.

Delivering a monthly written Customer Engagement Report, detailing Customer Engagements&Outcomes; highlighting Problems, Issues, Trend&Analysis, Risks&recommended Solutions.

Essential Qualifications&Experience

Shall have a proven record in Service Management, within the NATO and Commercial environments. At least 5 years' prior Commercial experience. At least 3 years' prior NATO experience (in particular with NCI Agency).

At least 5 years' prior Commercial experience in Customer Relationship Management, and ability to communicate effectively with NATO civilian staff, Military staff and Commercial Partner staff, at all levels.

Shall have a thorough understanding of NCI Agency C2 structure and service lines/ centers.

Shall have a Bachelor degree and Bachelor level education. Awarded by a nationally recognised/ certified University (ideally within a Service Management related discipline).

Shall have a thorough understanding of ITIL® methodology. At least Foundation level qualified.

Shall have a thorough understanding of Project Management methodology. At least Prince2® or equivalent qualified.

Shall have a thorough understanding NCIA Service Now tool set. At least 2 years' experience using NCIA Service Now tool set.

Shall have a thorough understanding NCIA EBA tool set. At least 2 years' experience using NCIA EBA tool set.

Shall have a thorough understanding NCIA ITSM tool set. At least 2 years' experience using NCIA ITSM tool set.

Shall have a thorough understanding of NATO Allied Operations and Mission processes and procedures. At least 2 years' experience of NATO Allied Operations and Mission processes and procedures.

Shall have a thorough understanding of NATO CIS processes and procedures. At least 2 years' experience of NATO CIS processes and procedures.

Shall have a thorough understanding of OLA and SLA processes and procedures. At least 2 years' experience of NATO OLA and SLA processes and procedures (in particular NCI Agency processes and procedures).

Shall have a thorough understanding of Risk Management techniques when applied in a commercial environment. At least 2 years' experience of applying Risk Management techniques in a commercial environment, delivering value stream improvement to the End‑to‑End Service Management support.

Shall be conversant with Microsoft Office tool set. At least 2 years' experience of using the Microsoft Office tool set.

Shall have excellent communication, written and verbal in English.

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