Team lead - Digital Collaboration (Printing Services)
Braine-l'Alleud, Belgium | Posted on 03/24/2025
Minimum Requirements:
1. A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 2 years post-related experience.
2. 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.
3. Proven experience in leading IT service teams, ideally in a complex and high-security environment such as NATO or similar organizations.
4. Strong background in ITIL processes and frameworks, with a deep understanding of IT service management and delivery.
5. Experience with project management methodologies (e.g. Agile) and leading cross-functional teams.
6. Familiarity with uniFLOW (Canon) or similar print management systems is a significant advantage.
7. Sound knowledge of infrastructure, networks and IT service management tools.
Training/Certifications:
ü Certified ITIL Foundation (intermediate or advanced certification is a plus)
DUTIES/ROLE:
1. Lead, mentor and motivate a team of IT professionals, ensuring a high level of performance, engagement and continuous improvement. Foster a culture of collaboration and knowledge sharing within the team.
2. 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.
3. 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.
4. 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.
5. 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.
6. Drive continuous improvement initiatives, evaluate emerging technologies and tools (including uniFLOW), and recommend enhancements to improve service delivery and operational efficiency.
7. Ensure IT services are delivered in accordance with applicable security policies, compliance requirements (e.g., NATO regulations), and industry best practices.
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