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Head, Application Delivery and Support (ADS)

  • International Staff, NATO HQ
Brussels, Belgium
Full-time
Published:
Application Deadline: June 23, 2024
  • International Staff, NATO HQ
Brussels, Belgium
Full-time
Published:
Application Deadline: June 23, 2024

SUMMARY:

The Executive Management (EM) Division, International Staff (IS), has the lead role in the overall management of the NATO Headquarters (HQ) environment. Within EM, the ICTM Directorate provides support and services to the North Atlantic Council (NAC), its Committees, IS staff, and, when required, to Member and Partner Nation Delegations based in the HQ.

Within ICTM, the Business Solutions Management (BSM) service oversees and directs the full lifecycle of all NATO HQ IT systems including developing and implementing the comprehensive evolution and transformation of all digital services.

The Application Delivery and Support (ADS) Section, sits in the BSM Service. ADS provides technical management, guidance, advice and resources to application-related projects executed by BSM, as well as technical support for on-premise and in-cloud applications managed by ICTM.

The ADS section coordinates on application management issues with other ICT providers in NATO, including the NATO HQ IT infrastructure services provider (NATO Communications and Information Agency - NCI Agency) internal and external suppliers). ADS is responsible for support and development of Enterprise Resource Planning (ERP) related applications and commercial off-the-shelf applications processing structured data, a suite of Information and Knowledge Management (IKM) applications as well as other bespoke applications.

Under the direction of the Head BSM, the Head ADS is responsible for support and maintenance of the ICTM-supported business applications in NATO Headquarters including ERP and IKM applications. S/He is responsible for the staff within ADS and provides guidance on application-related issues to higher management as a member of the BSM management team. For application support, s/he develops and assesses Service Level Agreements with Cloud providers, making sure previously established SLAs are met and ensures the appropriate management of existing and new applications, overseeing them end-to-end. Additionally, s/he will be responsible for Business-As-Usual (BAU), contingency, test and audit activities related to production application support, and for decommissioning obsolete systems.

The incumbent deputises for Head BSM, as required.

QUALIFICATIONS AND EXPERIENCE:

Essential

The incumbent must:

  • Have a University degree ideally in electronic engineering, information technology, cybersecurity or related field of study or equivalent level of qualification from an Institute of recognised standing;

  • Have minimum 5 years of ICT experience in progressively responsible functions, of which ideally a minimum of 3 years in a management position;

  • Demonstrate experience in systems and applications management including systems/application implementation, design and/or development for both on-premise and cloud-based applications

  • Demonstrate significant project management and people management experience;

  • Have expertise in implementing and supporting both Commercial-off-the-shelf (COTS) and custom-developed applications on common ICT platforms, such as Microsoft and Oracle, to provide service to multiple clients;

  • Have experience in implementing quality guidelines, standards and procedures;

  • Have experience in budgeting, procurement and vendor relationship activities;

  • Have excellent written and verbal communication skills, strong interpersonal/relationship management skills and influencing/negotiation skills;

  • Possess the following minimum levels of NATO’s official languages (English/French): V (“Advanced”) in one; I (“Beginner”) in the other.


Desirable

The following would be considered an advantage:

  • A professional qualification/certification in areas such as organisational management, change management, programme/project management;

  • Experience working in a highly secured environment;

  • Experience working for a national government, the public sector or an International Organisation.


MAIN ACCOUNTABILITIES:

Planning and Execution

Be responsible for planning and execution of implementation, post-implementation maintenance and support and final decommissioning of business applications. Oversee installations and release management, including the final production acceptance review and signoff and security accreditation. Manage the issue resolution process for any application production problems. Oversee Quality Assurance (QA) testing processes. Manage/ensure compliance with the configuration and change management/control processes. Work with ICTM Project Managers to ensure scheduled changes take place with little or no impact to the business (and when applicable with proper notification to the business). Execute/enforce controls for business continuity testing. Implement changes to the systems as approved and agreed through ICTM processes and ensure that the supported systems are secure and fit for purpose. Oversee User Acceptance Testing (UAT) for production application changes/migrations. Facilitate user/application analyst training and certifications. Maintain documentation libraries relating to deployed applications.

Expertise Development

Oversee and direct the design, implementation and maintenance of on-premises as well as in the cloud business applications for NATO HQ. Be responsible for the daily management of these applications and IT support services. Ensure alignment with the strategic IT objectives of the Organisation and EM. Lead and develop activities and responsibilities for all matters relating to the transition to Cloud services and the migration of applications in liaison with the NATO Communication and Information Agency (NCI Agency), the Office of the Chief Information Officer, NATO Office of Security (NOS) and external service providers.

Project Management

Partake in projects as a supplier and formal project member. Provide projects with the required services and expertise on application delivery, lifecycle support, licensing and technical issues. Plan and manage the use of team resources on projects and support activities using internal or external resources. Plan and implement support services for new systems, and the handover from the project to the support organisation.

Stakeholder Management

Work with business stakeholders and ICTM management to understand and guide technology and business strategy and their implication on projects and applications under responsibility. Manage the relationship with vendors to ensure agreed service delivery for all application core technologies, cloud solutions and externally provided applications.. Collaborate with customers, vendors and other internal parties to define statements of work, contracts, Service Level Agreements (SLA)s and Operational Level Agreements (OLAs) to provide appropriate support for existing and new applications. Engage with the customer community and respect, as much as possible, their expectations with regard to planning, cost and quality of the solutions they request. Manage external consultants and service providers contracted to offer IT support and expertise.

Information Management

Ensure that information and knowledge, relevant to the business applications managed by ICTM , are captured, updated and preserved in a structured way, and that this information is available to enable operation and maintenance of these applications.

Organisational Efficiencies

Interact with NATO HQ entities and business users to understand and prioritise demand and suggest and implement enhancements and new solutions. Seek ways to reduce application costs and increase business and technical efficiencies of applications in production. Identify, implement and exploit emerging technologies that will aid in the execution of ICTM work. Seek out operational suggestions from ADS staff to contribute to smoother IT support across NATO HQ.

People Management

Provide guidance and coordinate a team of IT professionals within ADS. Provide mentoring, coaching and training opportunities and be available to offer guidance at critical moments. Ensure that all staff under her/his responsibility are clear on Organisational, Divisional, Directorate and Section objectives. Provide regular and fair feedback on performance, informally as appropriate and through the HQ Performance Review and Development (PRD) system. Identify possible development and mobility opportunities for ADS staff. Manage the staff to achieve overall objectives in a fair and respectful manner, aiming at maintaining motivation, team spirit and job satisfaction and taking into account that staff are frequently required to work long hours. Cultivate a motivating and effective workplace. Promote integrity, professionalism and accountability through a sound and engaging leadership culture. Promote transparency in decision-making, equal access to opportunities for all staff and an inclusive management culture. Set objectives and establish priorities, taking
corrective action when necessary.

Financial Management

Plan, manage and execute the staff and technology budgets for business application-related activities, including application licenses, cloud services, support contracts and consultants. Initiate, manage and lead procurement activities through the NATO HQ procurement processes.

Perform any other related duty as assigned.

INTERRELATIONSHIPS:

The incumbent reports to the Head BSM. S/he work closely with all section Heads in BSM, and broader EM-ICTM. S/he liaises with NCI Agency, OCIO, and NATO Digital Staff (NDS) to ensure that ICTM’s efforts are in line with the services provided by NCIA and the requirements of OCIO. The incumbent establishes and maintain relationships with NATO staff at all levels as well as with external companies and experts such as consultants.

  • Direct reports: TBC;

  • Indirect report: 18 (Total in ADS section).


COMPETENCIES:

The incumbent must demonstrate:

  • Achievement: Creates own measures of excellence and improves performance;

  • Analytical Thinking: Sees multiple relationships;

  • Change Leadership: Expresses vision for change;

  • Clarity and Accuracy: Monitors data or projects;

  • Flexibility: Adapts to unforeseen situations;

  • Impact and Influence: Takes multiple actions to persuade;

  • Initiative: Plans and acts up to a year ahead;

  • Leadership: Keeps people informed;

  • Organisational Awareness: Understands organisational climate and culture;

  • Self-Control: Responds calmly;

  • Teamwork: Expresses positive attitudes and expectations of team or team members.


CONTRACT:

Contract to be offered to the successful applicant (if non-seconded): Definite duration contract of three years; possibility of renewal for up to three years, during which the incumbent may apply for conversion to an indefinite duration contract.

Contract clause applicable

In accordance with the contract policy, this is a post in which turnover is desirable for political reasons in order to be able to accommodate the Organisation's need to carry out its tasks as mandated by the Nations in a changing environment, for example by maintaining the flexibility necessary to shape the Organisation's skills profile, and to ensure appropriate international diversity.

The maximum period of service foreseen in this post is 6 years. The successful applicant will be offered a 3-year definite duration contract, which may be renewed for a further period of up to 3 years. However, according to the procedure described in the contract policy the incumbent may apply for conversion to an indefinite contract during the period of renewal and no later than one year before the end of contract.

If the successful applicant is seconded from the national administration of one of NATO’s member States, a 3-year definite duration contract will be offered, which may be renewed for a further period of up to 3 years subject also to the agreement of the national authority concerned. The maximum period of service in the post as a seconded staff member is six years.

Serving staff will be offered a contract in accordance with the NATO Civilian Personnel Régulations.

NOTE: Irrespective of previous qualifications and experience, candidates for twin-graded posts will be appointed at the lower grade. Advancement to the higher grade is not automatic, and will not normally take place during the first three years of service in the post. Under specific circumstances, serving staff members may be appointed directly to the higher grade, and a period of three years might be reduced by up to twenty four months for external candidates. These circumstances are described in the IS directive on twin-graded posts.

USEFUL INFORMATION REGARDING APPLICATION AND RECRUITMENT PROCESS:

Please note that we can only accept applications from nationals of NATO member countries. Applications must be submitted using e-recruitment system, as applicable:

  • For NATO civilian staff members only: please apply via the internal recruitment portal (link);

  • For all other applications: www.nato.int/recruitment.


Before you apply to any position, we encourage you to click here and watch our video providing 6 tips to prepare you for your application and recruitment process. Do you have questions on the application process in the system and not sure how to proceed? Click here for a video containing the information you need to successfully submit your application on time.

More information about the recruitment process and conditions of employment, can be found at our website (http://www.nato.int/cps/en/natolive/recruit-hq-e.htm) Appointment will be subject to receipt of a security clearance (provided by the national Authorities of the selected candidate), approval of the candidate’s medical file by the NATO Medical Adviser, verification of your study(ies) and work experience, and the successful completion of the accreditation and notification process by the relevant authorities.

Due to the broad interest in NATO and the large number of potential candidates, telephone or e-mail enquiries cannot be dealt with.

Applicants who are not successful in this competition may be offered an appointment to another post of a similar nature, albeit at the same or a lower grade, provided they meet the necessary requirements.

The nature of this position may require the staff member at times to be called upon to travel for work and/or to work outside normal office hours.

The organization offers several work-life policies including Teleworking and Flexible Working arrangements (Flexitime) subject to business requirements.

Please note that the International Staff at NATO Headquarters in Brussels, Belgium is a non-smoking environment.

For information about the NATO Single Salary Scale (Grading, Allowances, etc.) please visit our website. Detailed data is available under the Salary and Benefits tab.
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