EXPERIENCE AND EDUCATION:
Essential Qualifications/Experience:
· 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
· Training/Certifications:
ü Certified ITIL Foundation (intermediate or advanced certification is a plus)
ü Project management certification (e.g. PMP, PRINCE2)
DUTIES/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), servicelevel 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