Continual Service Improvement (CSI) Manager

Job content

Primary Location

Belgium-Braine l’Alleud

NATO Body

NATO Communications and Information Agency (NCIA)

Schedule

Full-time

Application Deadline

23-Feb-2025, 11:59:00 PM

Salary (Pay Basis)

6,467.30

Grade

NATO Grade G15

Who we are:

For more than 70 years, NATO’s mission has been to preserve peace and security in the Alliance for nearly one billion citizens. The NATO Communications and Information Agency (NCI Agency) and its predecessors have worked tirelessly in providing the means that enable the connectedness and togetherness that keep our Alliance strong. We are the NCI Agency, a team of 3000 civilian and military staff in 29 locations throughout Europe, North America and Asia.

Our technology and cyber experts allow NATO to conduct critical operations, protect NATO’s airspace, make data-driven decisions, defend against cyber-attacks, secure NATO networks and maintain superiority in space. This is all possible because of our greatest force, our people. In order to keep this edge we aim to hire, train and retain the very best staff.

Our staff members represent both the diversity and unity of our Alliance. When you join the NCI Agency, you will be part of an organization where you can contribute authentically to the mission and purpose of NATO and help us keep our technological edge.

About the job:

Based in Braine l’Alleud, Belgium, you will join the Agency as we embark on a journey to transform our IT services to support NATO’s Digital Endeavour. You will join Service Management and Control (SMC), which is accountable for the full lifecycle of support for Service Delivery Management that includes strategy, design, transition, operation and continuous service improvement. SMC enables standardised ways of working across the NATO enterprise, as well as strengthening network protection and enterprise stability via Change and Configuration Management. SMC provides the common components, toolsets, expertise, and human resources to support seamless, integrated and correlated management of services and automation support for key processes through integrated event, asset and Configuration Management. SMC also orchestrates product lines (Service Lines, CSUs) across the NCI Agency to achieve and exceed customer expectations within the terms and conditions of a given OLA/SLA.

We are looking for a driven and enthusiastic Continual Service Improvement (CSI) Manager who will take on the following roles and responsibilities:

• Manages the execution of business process improvements.
• Analyses and designs business processes to identify alternative solutions to improve efficiency, effectiveness and exploit new technologies and automation.
• Contributes to identifying new areas of capability improvement within the organisation which may include enhancements to skills, technology or processes.
• Develops and maintains a detailed knowledge of capability improvement approaches and techniques and selects appropriate approaches for the organisation.
• Sources and prepares data for analysis and performs standard business intelligence analysis activities.
• Creates and delivers standard reports in accordance with stakeholder needs and conforms to agreed standards.
• Assists in the development of new or improved practices and organisational processes or standards.
  

For a full list of duties, please review the job description on the NCI Agency career site .

About you:

The valuable knowledge and experience that you bring to this role are:

• 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 NCIA, that is, at least 6 years of extensive and progressive expertise in duties related to the function of the post.
• Recent experience (at least 2 years) in IT service management, with a focus on continual improvement.
• Prior experience contributing to successful service improvement initiatives across large organisations.
• Relevant experience in facilitating meetings, preferably in an international environment.
• Excellent written and verbal communication skills.
• Experience in roles requiring to work independently and collaboratively in a team environment.
• Fluency in English, both written and spoken.
  

What we offer:

• Genuinely meaningful work as part of the most successful alliance in history.
• 3 year contract with competitive tax-free salary and household and children’s allowances.
• Privileges for expatriate staff including expatriation and education allowances (where appropriate) and additional home leave.
• Excellent private health insurance scheme.
• Generous annual leave of 30 days plus official holidays.
• NATO Pension Scheme.
• Development programs such as professional training, wellbeing, and more.
  

To learn more about NCI Agency and our work, please visit our website .

The NCI Agency prides itself on being an equal opportunity employer. We are committed to fostering an inclusive environment of mutual respect and value uniqueness and differences in gender, gender identity, race, ethnic or cultural origin, age, religion, sexual orientation and physical or neurocognitive ability.

Additional details on the conditions of application can be found via the NCI Agency career site.