3636 Service Manager

Required Security Clearance: NATO SECRET

Specific Working Conditions

• The mandatory working time shall be 38 hours per week, to be performed Monday to Friday.
• A daily unpaid lunch break shall be taken in accordance with local regulations and Agency practices.
• The Contractor shall maintain personal liability and comprehensive insurance coverage for the duration of the contract.
• Work may be performed on-site at the designated location and/or remotely, in accordance with project requirements and subject to prior approval by the Agency.
• The Contractor shall ensure reliable communication, availability during agreed working hours, and secure access to all required Agency systems, networks, and documentation platforms, in compliance with applicable security, information assurance, and data protection policies.

Duties and Role

In support of CSU's mission, the individual is responsible for all customer-facing service management activities, and managing the team delivering service management, customer coordination, contractual compliance, and project support. The individual ensures local service delivery remains aligned with Service Level Agreements, customer expectations, and NCIA policies.

Key Duties Will Include

• 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.

Skill, Knowledge & Experience

• The candidate must have a currently active NATO SECRET security clearance.
• 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 information clearly and concisely to both technical and non-technical audiences.
• 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 Proficiency Requirement: 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.