Deadline Date: Friday 4 April 2025
Requirement: Team Lead - Digital Collaboration (Printing Services)
Location: Braine-l'Alleud, BE
Full Time On-Site: Yes
Time On-Site: 100%
Total Scope of the request (hours): 836
Required Start Date: 19 May 2025
End Contract Date: 31 December 2025
Required Security Clearance: NATO SECRET
Duties and Role:
Lead, mentor and motivate a team of IT professionals, ensuring high level of performance, engagement and continuous improvement. Fostering a culture of collaboration and knowledge sharing within the team;
- Oversee the end-to-end IT service management lifecycle, ensuring compliance with ITIL best practices. Manage incidents, service requests, changes, and problems to maintain high service availability and quality;
- Cultivate and maintain strong relationships with internal and external stakeholders, including NATO personnel, to ensure clear communication and alignment of IT services with business objectives;
- Lead IT projects from initiation to completion, ensuring timely delivery within budget. Coordinate cross-functional teams, manage resources, and resolve any issues that arise during project execution;
- Track and report on key performance indicators (KPIs), service- level agreements (SLAs), and team performance. Identify areas for improvement and implement corrective actions as necessary;
- Drive continuous improvement initiatives, evaluate emerging technologies and tools (including uniFLOW), and recommend enhancements to improve service delivery and operational efficiency;
- Ensure IT services are delivered in accordance with applicable security policies, compliance requirements (e.g., NATO regulations), and industry best practices.
Travel information: Around 22 working days each month, based on the following breakdown :10% Brussels, 20% Mons and 70% BLA. This resource will spend 15,4 days in Braine L'Alleud, 4,4 days in Mons and 2,2 days in Brussels. Travels outside of Belgium might be required.
Requirements
Skill, Knowledge & Experience:
* The candidate must have a currently active NATO SECRET security clearance
* A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 2 years post-related experience.
* Or exceptionally, the lack of a university degree may be compensated by the demonstration of a candidate's particular abilities or experience that is/are of interest to NCI Agency, that is, at least 6 years extensive and progressive expertise in duties related to the function of the post.
* Proven experience in leading IT service teams, ideally in a complex and high-security environment such as NATO or similar organizations.
* Strong background in ITIL processes and frameworks, with a deep understanding of IT service management and delivery.
* Experience with project management methodologies (e.g. Agile) and leading cross-functional teams.
* Familiarity with uniFLOW (Canon) or similar print management systems is a significant advantage.
* Sound knowledge of infrastructure, networks and IT service management tools.
* Strong leadership skills with the ability to inspire, motivate and manage a diverse team.
* Excellent stakeholder management skills, with experience working with senior management and external clients.
* Ability to make sound decisions in a fast-paced and high-pressure environment, balancing technical and business priorities.
* Strong interpersonal and communication skills.
* Strategic thinker with the ability to implement tactical solutions.
* Results driven with a focus on continuous improvement.
* High attention to detail and strong organizational skills.
* Ability to handle multiple priorities and adapt to changing demands.
* Certified ITIL Foundation (intermediate or advanced certification is a plus)
* Project management certification (e.g. PMP, PRINCE2)