Service Management Support

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 ID – C004765

Role Duties and Responsibilities

• Supports the Service Management Authority (SMA) for the CSU's assigned Service Level Agreements and monitors against KPIs.
• Primary interface with customers and Service Owners on all service management matters, coordinating performance reporting, issue resolution, customer satisfaction monitoring, and continuous service improvement.
• Leads Change and Configuration Management activities, ensuring effective planning, implementation, and governance of changes to IT systems.
• Leads development and execution of Project Management Plans, including requirements definition and resource management.

Essential Skills, Experience and Certifications

• The candidate has a security clearance, provided by the national security organization valid at the time of submission of the bid and covering the period of the contract.
• Minimum 2 years of experience from Information and Communication Technology (ICT) service management to deliver IT services and Customer Support management.
• Experience contributing to operational planning, resource allocation, and risk management processes.
• Higher Secondary education and completed higher vocational training leading to a formal technical or professional certification with 3 years function related experience, or a Secondary education and completed advanced vocational training leading to a professional qualification or professional accreditation with 5 years post related experience.
• Ability to work independently and manage multiple tasks simultaneously.
• Demonstrated ability to work collaboratively in a team environment and interact positively with multiple departments
• Excellent written and verbal communication skills, capable of conveying complex technical
• Demonstrated ability to handle stressful situations with calmness, ensuring the user feels supported throughout their interaction. Empathetic and patient, understanding the frustrations users may feel and aiming to alleviate them. Positive attitude and a genuine desire to assist and educate users.
• Strong analytical skills, capable of quickly identifying issues and determining the most efficient resolution.

Language

• Level 3 English language skills according to NATO STANAG 6001: Listening (3); Speaking (2); Reading (3); and Writing (2) or according to Common European Framework of Reference for Language level B2-C1/Upper Intermediate-Advanced level)

Working Location

• Poggio Renatico, Italy

Working Policy

• Onsite

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance