TEMPORARY POST - ICT Change & Service Ops Manager

NATO CIS Group is looking for a qualified and suitable candidate to fill this post as a temporary staff from January to 31 December 2023. If you meet the requirements described in the job description below and wish to work in a fast paced international environment, this post is for you.

In view of the nature and of the urgency of this temporary position, it is important for candidates to be available for temporary employment as of January 2023. In practice, this implies being in possession of valid NATO security clearance at the time of application, or having been in possession of such a clearance with the possibility to reactivate it swiftly. We therefore only encourage applications for this post if you are already, or have previously been, in possession of a valid NATO security clearance.

GENERAL BACKGROUND:

The NATO CIS Group conducts CIS operational planning and provides deployed/deployable CIS services and support in support of NATO military operations and exercises. The NATO CIS Group is located at the Supreme Headquarters Allied Powers Europe (SHAPE) the Headquarters of Allied Command Operations (ACO), one of the two major military commands of the North Atlantic Treaty Organisation (NATO).

The J2/6 Division is the technical coordination authority for Deployable Communication Information Systems and is responsible for the operational integration, coordination, direction and provision of required technical services for the NATO Communications Information Systems Group and NATO Signal Battalions.

The Technology and Service Management Branch is responsible for Deployable Communication Information Systems (DCIS) Technical and Service Management coordination and providing operational integration, operations and exercise architectures, support and guidance to NATO Communications Information Systems Group and NATO Signal Battalions.

The Service Support Section is responsible for coordinating, managing and implementing integrated IT Service Management (IT SM) processes and procedures for NCISG Static and Deployable CIS in peacetime and for operations and exercises.

The incumbent is responsible for eliciting (gathering), analyzing, specifying, validating, recording and managing requirements for information systems of interest in the areas of Static CIS. The incumbent is also responsible for supporting service level agreements, monitoring and reporting for services acquired. As NCISG DCIS IT Change Manager the incumbent is responsible for standardizing the methods, tools and procedures for proficient and prompt handling of all changes to the DCIS ICT infrastructure in order to protect the live environment by ensuring efficient control and scheduling of software and hardware modifications, and by preventing the multiple upgrades that can create unpredictable outcomes.

The incumbent’s duties are:

• Identifies the stakeholders and defines business requirements for information services/applications.

• Assess and coordinate with relevant experts in the context of the evaluation of the deliveries and of any discrepancies between the requirements and the delivered products and services.

• With agreed procedures and online systems (eg. BMC Remedy ITSM), engage and fulfill pertinent technical level coordination with the Service provider to the proper execution and resolution of Incidents, Service requests and Change Requests.

• Perform the function of Service Asset and Configuration Management for all NCISG STATIC enterprise.

• Manages version control of the Static CIS requirements.

• Monitor and assess deliverables from Service Providers as per expected KPI defined in Service Level Agreements (SLA’s).

• Advises and guides NATO Signal Battalions (NSBs) in DCIS Change Management activities supporting DCIS Services when in garrison and during preparation for exercise/operation.

• Reviews the IT Change Management plans and ensures its adherence to standards according to ITIL framework and the existing NCISG POW and LRP.

• Asses and decide, in cooperation with the Chair of the DCIS CAB, which CAB members will be invited to CAB meetings, and delineates specific RFCs depending on the nature of the RFC.

• Participates in the necessary Change Advisory Boards to review and approve changes along with other ICT Change Managers.

• Assess the results of the change implementation to ensure lessons are identified and learned.

The employee may be required to perform a similar range of duties elsewhere within the organisation at the same grade without there being any change to the contract

Mandatory Deployment Post. The incumbent may be required to undertake deployments in support of military operations and exercises, and/or TDY assignments, both within and outside NATO boundaries. Such operational deployment may exceed 30 days duration up to 183 days in any period of 547 days and may be on short notice. For NATO International Civilian Staff, acceptance of an employment contract linked to this post constitutes agreement to deploy in excess of 30 days if required.

The work is normally performed in a Normal NATO office working environment / Secure office environment with artificial light and air (e.g. Bunker).

Normal Working Conditions apply.

The risk of injury is categorised as: No Risk

a. Professional/Experience

• Three (3) or more years of deep technical experience in IT/Comms requirements engineering or IT systems development.

• Three (3) or more years of experience eliciting and analyzing requirements, as well as revising, reviewing and maintaining requirements documentation.

• Proven skills in Change Management for DCIS services for the past three years.

• Experience with managing the Change Management process.

• Intermediate to Advanced knowledge of MS Office

b. Education/Training

University Degree in business administration, engineering, economics, public administration, operations research, business process engineering or related discipline and 2 years function related experience, or Higher Secondary education and completed advanced vocational training in that discipline leading to a professional qualification or professional accreditation with 4 years post related experience.

c. Language

English - SLP 3333 - (Listening, Speaking, Reading and Writing)

NOTE: The work both oral and written in this post and in this Headquarters as a whole is conducted mainly in English.

a. Professional Experience

• Knowledge and understanding of the missions, roles, functions, organizational structures and operation of NATO.

• Proven Experience with the following Tools: BMC Remedy ITSM and UML editing tools;

• Proven knowledge of Microsoft Office platform

• Excellent understanding of IT service management processes (ITIL Foundation level).

• Practical experience in the usage of SM tools (i.e. Cable Solve, ITSM toolset, SCCM).

• Experience in implementing ITIL framework (Service Operation processes).

• 3 years’ experience of techniques in used in requirements engineering.

• Ensure own skills are up to date and to maintain awareness in own areas of expertise.

• Wide experience in office communication and information systems. High level of organizational, coordination and communication skills are necessary.

b. Education/Training

• ITIL v3 Foundation;

• ITIL v3 Service Transition or ITIL v3 Service Operation.

• Personal Attributes: - The incumbent must display sound effective intelligence and sound judgement in preparing the NCISG organizational structure for operationalizing the CIS configuration management and change management processes in support of the operational commander and his deployed forces.

- Able to use own initiative when required to work away from SHAPE without direct supervision.

- Requires a high degree of tact, perseverance and persuasion to influence discussions and ensure that technically sound decisions are made.

• Professional Contacts: Regular professional contacts with others inside and/or outside immediate organisation on functional matters. Solicits/gives information and provides advice/guidance.

• Contribution To Objectives: Work involves the provision of information or analysis of part of a task assisting others to take action within the organization.

• Supervisory Responsibilities: Dependent on requirements may be required to direct and supervise the work priorities of an adhoc or permanent team within the functional area.

There are no reporting responsibilities.

This post reports to:OCG CRSX 0010 - Section Head (Service Support) - A2/G15

This post does not deputises anybody

This post is not deputised by anybody

WHAT WE OFFER

• 38 hours per week schedule;

• 2.5 paid days of leave per month worked;

• Fulfilling working atmosphere in an international and military community;

• Contract period: a maximum of 12 months employment period could be offered, ideally from 1 Jan to 31 Dec 2023.

• Salary: the remuneration of temporary personnel will be specified in their contracts. It is exempt from taxation in the Host Nation.

• Benefits package: temporary personnel are covered by a benefits package which consists of an additional sum of 12% of basic salary for pension purposes + basic medical and accident insurance provided under the NATO Group insurance contract (death and invalidity). The total premium for the medical and accident coverage in 2023 will be at 2.57% of the temporary staff member’s salary (2.32% for the medical benefits and 0.25% for accident), payable 1/3 by the temporary personnel and 2/3 by the Organisation).

• For staff eligible under NATO rules, there is also a dependent child allowance and coverage for dependent children for medical benefits;

ADDITIONAL INFORMATION

Candidates possessing a valid NATO or National security clearance will be given priority consideration.

Applications are to be submitted using NATO Talent Acquisition Platform (NTAP) ( https://nato.taleo.net/careersection/2/jobsearch.ftl?lang-en ) Applications submitted by other means (e.g. mail, e-mail, fax, etc) are not accepted.

NTAP allows adding attachments. A copy of the qualification/certificate covering the highest level of education required by the job description must be provided as an attachment.

Essential information must be included in the application form. Particular attention should be given to Education and Experience section of the application form. The application should be in English.

Shortlisted candidates will be requested to provide original documentary evidence and a set of copies supporting statements in their applications.

After submitting your application, you will receive an acknowledgement of receipt of your application.

REMARKS:

A) Only nationals from the 30 NATO member states can apply for vacancies at SHAPE.

B) Applications are automatically acknowledged within one working day after submission. In the absence of an acknowledgement please make sure the submission process is completed, or, re-submit the application.

C) Candidates’ individual telephone, e-mail or telefax enquiries cannot be dealt with. All candidates will receive an answer indicating the outcome of their application.

Essential information must be included in the application form. Particular attention should be given to Education and Experience section of the application form. Each question should be answered completely. Expressions such as “please see attached CV, please see annex / enclosed document” or invitations to follow links to personal webpages are not acceptable and will be disregarded. All answers should be in English.

Shortlisted candidates will be requested to provide original documentary evidence and a set of copies supporting statements in their applications.

Current and past civilians working for NATO or any Coordinated Organization, shall indicate their last grade and step held (next to post title), and specify the name of employing NATO body or Coordinated Organization.

Remarks:

A) Only nationals from the 30 NATO member states can apply for vacancies at SHAPE.

B) Applications are automatically acknowledged within one working day after submission. In the absence of an acknowledgement please make sure the submission process is completed, or, re-submit the application .

C) Qualified redundant staff of the same grade interested in this post should inform this office, via their HR/Personnel Office by not later than vacancy’s closing date.

D) Candidates’ individual telephone, e-mail or telefax enquiries cannot be dealt with . All candidates will receive an answer indicating the outcome of their application.