Spektrum have a wide range of exciting opportunities in several global locations.
We are always looking to add great new talent to our team and look forward to hearing from you.
Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.
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Who we are supporting
The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.
The NCIA provides a wide range of services, including:
* Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
* Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
* Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
* Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.
* Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.
Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.
The program
Assistance and Advisory Service (AAS)
The NATO Communications and Information Agency (NCI Agency) is NATO’s principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.
To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.
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Role Duties and Responsibilities
* Service level management
* Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
* Analyses service delivery performance to identify actions required to maintain or improve levels of service.
* Initiates and reports on actions to maintain or improve levels of service.
* Incident management
* Provides first line investigation and gathers information to enable incident resolution and allocate incidents.
* Advises relevant persons of actions taken. Problem management
* Investigates problems in systems, processes and services.
* Assists with the implementation of agreed remedies and preventative measures. Service acceptance
* Engages with delivery teams to confirm that products developed meet the service acceptance criteria and are to the required standard.
* Provides input into change control processes. Stakeholder relationship management
* Deals with problems and issues, managing resolutions, corrective actions, lessons learned, and the collection and dissemination of relevant information.
* Implements stakeholder engagement/communications plan.
* Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management.
* Helps develop and enhance customer and stakeholder relationships.
Specific duties for this post
* Operating the assigned services in the role of Service Delivery Manager in accordance with Service Delivery Plans;
* Service costing of assigned services;
* Delivery of new capability to enhance the service;
* Service documentation, including operating instructions;
* Service change management;
* Transition planning and execution;
* Maintenance of the service baseline;
* Service configuration management;
* Meeting of agreed customer requirements (SLA)
* Maintenance of the OLAs and underpinning contracts;
* Service Performance monitoring & reporting;
* Budget execution
* Support the lifecycle of the Manage Device service components, including associated communications and security capabilities; he/she provides expert advice throughout all the phases of new projects from estimating to execution;
* End- to-end delivery of assigned services;
* Service cost calculations, budget management, budget forecasting and planning, expenditure tracking and management including capital and operational expenses;
* Plan, lead and monitor the implementation of the outsourcing and continuous service improvement initiatives;
* Create yearly task and execution plans, create resource plans for the tasks and assign resource requirements to individuals;
* Interact with customer representatives to receive feedback, capture requirements and help in articulating solutions in customerrequest processes, managing of expectations;
* Preparation and representation at Customer service reviews;
* Compliance to policies and directives of the team he/she supervises;
* Perform team resource management tasks like time management, contract management and project resource management;
* Deputize for higher grade staff;
* Perform other duties as may be required.
Essential Skills and Experience
* A minimum of 3 years of experience in defining, implementing and validating large scale e-mail infrastructure solutions.
* Three years of experience in defining, implementing and validating enterprise class collaboration platforms, such as Microsoft teams, Skype for business or similar.
* Demonstrated knowledge of IT infrastructure and systems, including enterprise-class servers, operating systems and storage. Familiarity with virtualization technologies. Familiarity with public/private cloud concepts Experience in contracts mainly outsourcing and performance based. Proven experience in managing vendor relationships.
* Good written and verbal communication skills, with ability to effectively communicate and display service performance and improvement plans.
* Managerial and supervisory experience. Ability to handle and prioritize multiple assignments.
* Ability to navigate, influence and negotiate with all levels of the organization, business partners, customers and users.
* Experience in service level management and continuous service improvement. Experience in service catalogue development and improvement.
* Excellent customer relationship management abilities.
* Excellent analytical and listening skills to capture requirements and identify problems and risks.
* Excellent communication skills to be able to explain complex topics to different audience types.
* Strong communication skills and the ability to be concise in both written and verbal communications.
* Working knowledge of ITIL processes and procedures.
* Sound knowledge of Service Level Agreements, Operational Level Agreements and Underpinning Contracts.
Training/Certifications
* ITIL v4 Foundation
Behavioural competencies
* 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.
* 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.
* Adapting and Responding to Change - Adapts to changing circumstances; tolerates ambiguity; accepts new ideas and change initiatives; adapts interpersonal style to suit different people or situations; shows an interest in new experiences.
* Achieving Personal Work Goals and Objectives - Accepts and tackles demanding goals with enthusiasm; works hard and puts in longer hours when it is necessary; seeks progression to roles of increased responsibility and influence; identifies own development needs and makes use of developmental or training opportunities
Desirable Skills and Experience
* Sound knowledge of Collaboration and Communication toolset, such as instant messaging (chat),presence information and video conferencing;
* Awareness of industry's latest technology trends and applications;
* Sound knowledge of Project Management industry standards;
* Prior experience of working in an international environment compromising both military and civilian elements;
* Knowledge of NATO responsibilities and organization, including ACO and ACT.
* Training/Certifications: Prince2
Education
* A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 3 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 interestto NCI Agency, that is, at least 10 years extensive and progressive expertise in duties related to the function of the post.
Working Location
* Braine l’Alleud, Belgium
Working Policy
* On-Site
Travel
* Some travel to other NATO sites may be required
Security Clearance
* Valid National or NATO Top Secret personal security clearance
We never know what new opportunities might be just over the horizon. If this opportunity isn't for you please feel free to send us your resume anyway and be the first to know if something suitable for your skills and experience comes up.