NATO offers you more than a
job. It gives you a mission: building peace and security for one billion people
in Europe and North America. The NATO Communications & Information Agency
is leading NATO’s Digital Endeavour. We are NATO’s technology and cyber leaders,
helping NATO Nations to communicate and work together in smarter ways. Our work is challenging and meaningful, and
you will develop and apply your expertise as part of a dynamic international
team of civilian and military professionals. Come and be part of the most
successful alliance in history.
With
the NCI Agency’s Enterprise Service Delivery Model (EDSM) the Chief, Ops Centre
is responsible for the delivery of support, up to Level 2, to all contracted
consumers of services provided by the Agency. You will be responsible for
efficient and effective service support coordination with all regional Agency
organizational elements as well as with the Business Units owning the IT
services. The Ops Centre uses and maintains a highly integrated Service
Management tool and process capability.
Duties
and responsibilities:
Under
the direction of Director, Service Operations but largely on his/her own
initiative, the incumbent will perform the following duties:
Service Operations:
Be accountable to
lead and manage the Ops Centre as efficiently and effectively as possible,
thereby fulfilling the contractual service levels;
Advise, assist and
serve the Director Service Operations in all matters related to the daily
operation of the Directorate and the integrated Ops Centre;
Act as the Agency’s
Service Operations Subject Matter Expert involving NATO CIS operations as it applies
to military operations, peacekeeping operations and support to operations other
than war;
Manage the
expeditious delivery of support services to resolve Incidents that affect the
CIS services provided by the Agency;
Own the Agency’s
Service Operations Processes and Tools;
Execute highly complex
work activities covering, technical, financial and quality aspects and
contributes to formulation of the strategy and policies applicable to the
Director of Service Operations’ functional areas;
Advise in the support
of real-world operations and the Agency’s development of crisis response
support to plans and actions as required/directed;
Lead, direct, and
supervise the work priorities of one or more multifunctional teams as
required/directed;
Advise and manage
risks to Agency personnel and equipment within his/her area of responsibility
and put in place mitigation measures as required.
Programme Delivery and
Change Management:
Assume the role of
Business Change Manager for the Ops Cen within the NCI Agency’s POLARIS Programme,
coordinating the establishment and delivery of a new Service Operations Centre
model to support both current and future services;
Further integrate and
optimise the new and current Ops Cen activities and facilities into a future
Ops Centre;
Assess and evaluate
the implications of new concepts, technologies and trends when required.
Resource Management:
Plan staffing levels
in accordance to the requirements of the business, including planning and maintaining
the core competencies through training and recruitment;
Plan and allocate
resources to accomplish productivity and quality goals;
Provide leadership,
oversight and direction to the employees in the Ops Centre in accordance with
the NATO/the Agency’s policies and procedures;
Coach, mentor, and
develop staff, and empower them to take responsibility for decisions and tasks
to accomplish goals and objectives of the team at large;
Lead staff using
performance management process, providing effective performance feedback to
meet the organization's expectations for productivity, quality, and goal
accomplishment;
Appropriately
communicate organizational information through group meetings, one-on-one
meetings, and appropriate e-mail, IM, and regular interpersonal communication,
including translation and explanation of management perspective to staff in all
Ops Centre locations;
Implement and
encourage Change and Continuous Service Improvements within his/her area of responsibility
to better meet Agency’s and customers’ expectations.
Policy Development:
Support the
preparation of policy and other governance within his/her area of
responsibility;
Assist the Director
in conducting periodic reviews to ensure that effective policies, systems,
processes
and controls are in
place for effective operations and as required by the NATO Regulations.
Other duties:
Stay up to date with
new developments in the functional area assigned, and skilfully brings
innovative ideas of others into the implementation;
Experience
and Education:
A Master degree at a
nationally recognised/certified University in a relevant discipline and 10
years post-related experience;
Or a Bachelor degree
at a nationally recognised/certified University in a relevant discipline and 15
years post-related experience;
At least 10 years of
experience managing and/or directing enterprise-level strategic planning and
day to day Service Operations within a distributed and multi-functional IT
organization;
Relevant experience
in the planning and/or operation of communications, data centre, cloud and IT capabilities;
Experience in leading
medium-large (100-400 personnel) international service delivery organizations with
a diverse employee base;
Demonstrated
competencies in Crisis Response Planning and leading/directing teams in problem
solving under intense pressure;
Experience in leading
organizational change and strategic planning;
Proven abilities in
solving difficult strategic issues and building teams during periods of
uncertainty, reductions and manpower shortfalls;
Proven Programme
delivery experience, preferably within a Managing Successful Programmes (MSP) framework.
Desirable
Experience and Education:
Experience in
intra/inter-Agency staff practices with a reputation of creditability and
ability to build teams to achieve maximum results;
Basic understanding
of NATO CIS architectures and technologies – recent experience in leading
organizations that develop and service these systems;
Experience in CIS
infrastructure design, development, installation, operation and maintenance of
voice, data, video and cloud services;
Prior experience of
working in an international environment comprising both military, civilian,
local hire and contractor elements;
Ability to absorb
complex technical information and communicate effectively at all levels to both
specialist and non-specialist audiences;
Broad understanding
of the NATO CIS enterprise and general understanding of the functional systems
and their application;
Knowledge of NATO
responsibilities and organization, including ACO and ACT.
Essential competencies:
Deciding and Initiating Action
Leading and Supervising
Adhering to Principles and Values
Formulating Strategies and Concepts
Planning and Organising
What do we offer?
Excellent tax-free salary, including (where eligible) expatriation
household and children's allowances and additional privileges for
expatriate staff.
Education allowance for children (where appropriate) and an
excellent private health insurance scheme.
Generous annual leave and home leave (if eligible).
Retirement Pension Plan.
To learn more about NCI Agency and our work, please
visit our
website
.