Get the latest news from the job market, Sign up for our newsletter!
svg-edited-svg-1

Collaboration Solutions Manager

  • NCI Agency BE, Braine l'Alleud
Braine-l'Alleud, Belgium
Full-time
Published:
Application Deadline: May 30, 2024
  • NCI Agency BE, Braine l'Alleud
Braine-l'Alleud, Belgium
Full-time
Published:
Application Deadline: May 30, 2024

This is a position within the NATO Communications and Information Agency (NCI Agency), an organization of the North Atlantic Treaty Organization (NATO).

To strengthen the Alliance through connecting its forces, the NCI Agency delivers secure, coherent, cost effective and interoperable communications and information systems in support of consultation, command & control and enabling intelligence, surveillance and reconnaissance capabilities, for NATO, where and when required. It includes IT support to the Alliances’ business processes (to include provision of IT shared services) to the NATO HQ, the Command Structure and NATO Agencies.

NATO Digital Workplace Centre (NDWC) is accountable to the General Manager for the consolidated Agency consultation and collaboration services that comprise the current Digital Workplace, covering the operational NATO services, across all content classifications and security domains, for desktop computing, mail, instant messaging, video teleconference (VTC), content services platforms, telephony, printing and mobility services. Responsibilities also cover the organisation and support of all digital events, meetings and large-scale conferences for both the Agency and NATO stakeholders. Furthermore, the NDWC also has the responsibility for driving the future roadmaps of these services across the NATO Enterprise to enable a NATO Digital Workplace through new services.

The NDWC is led from its headquarter location in the Agency campus in The Hague (Netherlands). The majority of the technical staff and technical capabilities are located in Agency facilities in Brussels, Mons and Braine L’Alleud (Belgium) and Oeiras (Portugal).

Within the NDW Centre, the Workspace Services group is responsible for the lifecycle and in-service support of End-User devices (i.e. Desktops/Laptops/Tablets), Printers, Scanners, Plotters and Mobile Telephony services across the NATO Enterprise. In close coordination with local support teams, Workspace team’s main focus is to provide 24/7 timely response to Incidents and Service requests coupled with a continuous effort to provide end-users with a state-of-art digital work experience.

WHO WE ARE:

For more than 70 years, NATO’s mission has been to preserve peace and security in the Alliance for nearly one billion citizens. The NATO Communications and Information Agency (NCI Agency) and its predecessors have worked tirelessly in providing the means that enable the connectedness and togetherness that keep our Alliance strong. We are the NCI Agency, a team of 3000 civilian and military staff in 29 locations throughout Europe, North America and Asia.

Our technology and cyber experts allow NATO to conduct critical operations, protect NATO’s airspace, make data-driven decisions, defend against cyber-attacks, secure NATO networks and maintain superiority in space. This is all possible because of our greatest force, our people. In order to keep this edge we aim to hire, train and retain the very best staff.

Our staff members represent both the diversity and unity of our Alliance. When you join the NCI Agency, you will be part of an organization where you can contribute authentically to the mission and purpose of NATO and help us keep our technological edge.

ABOUT THE JOB:

Based in Braine L’Alleud, Belgium you will join the Agency as we embark on a journey to transform our IT services to support NATO’s Digital Endeavour. You will join the NATO Digital Workplace Centre (NDWC), which is responsible for the Digital Workplace, covering operational NATO services, across all content classifications and security domains, for desktop computing, mail, instant messaging, video teleconference (VTC), content services platforms, telephony, printing and mobility services. NDWC responsibilities also cover the support of digital events, meetings and large-scale conferences for both the Agency and NATO stakeholders. NDWC also has the responsibility for driving the future roadmaps of these services across the NATO Enterprise to enable a NATO Digital Workplace through new services.

We are looking for a driven and enthusiastic Collaboration Solutions Manager who will take on the following roles and responsibilities:

  • Act as Service Delivery Manager role for Service Delivery for the new overarching NATO Digital Workplace Services, including all aspects linked with the outsourcing activities linked with this new Service;

  • Day-to-day delivery of assigned services, in accordance with Key Performance Indicators (KPIs) defined in the Service Level Agreements (SLA) and Operational Level Agreements (OLA), according to the agreed service model and any underpinning contracts with the Industry;

  • Management of Industry Partners for Service Delivery, including management and achievement of relevant KPIs;

  • Ensure Transition of new Services into operations;

  • Continuous Service Improvement (CSI) and management of change affecting Workplace Services;

  • Maintain a skilled workforce.


DUTIES:

Under the direction of the Service Owner, the incumbent will perform duties such as the following:

  • Act as Service Delivery Manager role for Service Delivery for the new overarching NATO Digital Workplace Services, including all aspects linked with the outsourcing activities linked with this new Service;

  • Assure Excellence in Delivery across all Workspace Services;

  • Day-to-day delivery of assigned services, in accordance with Key Performance Indicators (KPIs) defined in the Service Level Agreements (SLA) and Operational Level Agreements (OLA), according to the agreed service model and any underpinning contracts with the Industry;

  • Communication with Project Managers and customers, understanding of requirements and issues, management of expectations; preparation and presentation at Customer service performance reviews and in other committees and boards;

  • Management of Industry Partners for Service Delivery, including management and achievement of relevant KPIs;

  • Liaison and collaboration with other areas within NDW and NCIA (CTO, COO, NISC,…) in order to assure Excellence in Delivery;

  • Ensure Transition of new Services into operations:



  1. Coordinate with Project Managers (PMs) delivering capability that will instantiate, significantly enhance or otherwise affect Workplace Services, and PMs delivering changes or minor enhancements to Workplace Services, as agreed through the change management process;

  2. Ensure financial aspects of Service Transition are agreed with PMs (transition from Investment funds to Operations & Maintenance funds);

  3. Design and implement specific instance of service delivery model needed to deliver the transitionedservices;

  4. Defining in detail tasks that must be performed by all roles identified as needed for delivery of transitioned service, in accordance with their service delivery model;

  5. Develop Service Unit costs, in coordination with other Agency stakeholders (such as Finance, etc.).



  • Maintain a skilled workforce:



  1. Ensuring appropriate sizing and training of assigned team based on business forecasts;

  2. Validating job descriptions and training requirements for personnel involved in delivery of Workplace Services across all Agency organizational units.



  • Continuous Service Improvement (CSI) and management of change affecting Workplace Services:



  1. Coordinate changes and Continuous Service Improvements (CSI) with affected NCI Agency organizational units, including in particular CSUs in order to facilitate their CRM role;

  2. Represent the services in Change Advisory Board (CAB and iCAB) meetings or Emergency CA Board (ECAB) meetings.



  • Maintain a cost model for the assigned services and forecast and manage Operations and Maintenance (O&M) budget of these services;

  • Maintain relevant Service Delivery Plans, and communicate performance against these plans to stakeholders;

  • Manage, in accordance with ITIL4, relevant service delivery practices that will produce the agreed outcomes/value to customers;

  • Participation in, and support of, projects across the NCI Agency, for any tasks or questions related to the assigned services;

  • Provide technical and professional support and guidance;

  • Development of long-term investment requirements required to ensure successful execution of agreed roadmaps and service improvements;

  • Deputize for higher grade staff, if required;

  • Perform other duties as may be required.


EXPERIENCE AND EDUCATION:

  • Master’s degree at a nationally recognised/certified University in a related discipline and 5 years postrelated experience. Or a Bachelor’s degree with 8 years post related experience;

  • Knowledge and experience related to design, implementation, operation, maintenance, support, of modern IT Services - with specific reference to Service Level Agreements and Underpinning contracts;

  • At least 5 years of working experience as Service Manager or Project Manager;

  • Sound practical experience in Service Delivery and Service Operation;

  • Sound experience with Stakeholder Management, Contract Management, Customer Service and Outsourcing;

  • Working Knowledge of ITIL processes through whole service lifecycle (ITIL V4 knowledge a plus);

  • Working knowledge of industry Project Management industry standards (Prince2, PMI);

  • Good understanding of different agile delivery methodologies;

  • Ability to work in a hybrid and multi-cultural environment with cross functional teams, manage the services and teams also working remotely, manage multiple tasks and projects in a fast-moving environment.


DESIRABLE EXPERIENCE AND EDUCATION:

  • Service Management qualifications, ITIL Foundation (V3 or, preferably, V4);

  • Project Management qualifications (PRINCE2 Practitioner or PMI PMP);

  • Extensive experience from working in a service provisioning organization as a service manager or similar profile;

  • Experience in all Lifecycle aspects of Information Systems to achieve effective services development, deployment and support;

  • Prior experience of working in an international environment comprising both military and civilian elements;

  • Knowledge of NATO responsibilities and organization, including ACO and ACT.


LANGUAGE PROFICIENCY:

  • A thorough knowledge of one of the two NATO languages, both written and spoken, is essential and some knowledge of the other is desirable;

  • Note: Most of the work of the NCI Agency is conducted in the English language.


COMPETENCIES OR PERSONAL ATTRIBUTES:

  • Deciding and Initiating Action: Takes responsibility for actions, projects and people; takes initiative and works under own direction; initiates and generates activity and introduces changes into work processes; makes quick, clear decisions which may include tough choices or considered risks;

  • Delivering Results and Meeting Customer Expectations: Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals;

  • Relating and Networking: Easily establishes good relationships with customers and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humour appropriately to bring warmth to relationships with others;

  • Formulating Strategies and Concepts: Works strategically to realize organizational goals; sets and develops strategies; identifies, develops positive and compelling visions of the organization’s future potential; takes account of a wide range of issues across, and related to, the organization.


ABOUT YOU:

The valuable knowledge and experience that you bring to this role are:

  • Master’s degree at a nationally recognised/certified University in a related discipline and 5 years post-related experience. Or a Bachelor’s degree with 8 years post related experience;

  • Knowledge and experience related to design, implementation, operation, maintenance, support, of modern IT Services - with specific reference to Service Level Agreements and Underpinning contracts;

  • At least 5 years of working experience as Service Manager or Project Manager;

  • Sound practical experience in Service Delivery and Service Operation;

  • Sound experience with Stakeholder Management, Contract Management, Customer Service and Outsourcing;

  • Working Knowledge of ITIL processes through whole service lifecycle (ITIL V4 knowledge a plus);

  • Working knowledge of industry Project Management industry standards (Prince2, PMI);

  • Good understanding of different agile delivery methodologies;

  • Ability to work in a hybrid and multi-cultural environment with cross functional teams, manage the services and teams also working remotely, manage multiple tasks and projects in a fast-moving environment;

  • Fluency in English, both written and spoken.


Please note that the work is conducted mainly on site in Braine L’Alleud, Belgium.

WHAT WE OFFER:

  • Genuinely meaningful work as part of the most successful alliance in history;

  • 3 year contract with competitive tax-free salary and household and children’s allowances;

  • Privileges for expatriate staff including expatriation and education allowances (where appropriate) and additional home leave;

  • Excellent private health insurance scheme;

  • Generous annual leave of 30 days plus official holidays;

  • NATO Pension Scheme;

  • Development programs such as professional training, wellbeing, and more.


To learn more about NCI Agency and our work, please visit our website.

The NCI Agency prides itself on being an equal opportunity employer. We are committed to fostering an inclusive environment of mutual respect and value uniqueness and differences in gender, gender identity, race, ethnic or cultural origin, age, religion, sexual orientation and physical or neurocognitive ability.
We use cookies to improve your experience on our website. By browsing this website, you agree to our use of cookies.

Sign in

Sign Up

Forgotten Password