Senior Service Management Support Specialist with security clearance

Would you like to join the leading international intergovernmental organization?

The Senior Service Management Support Specialist will provide expert service management and delivery support to the NIMSC Land/Air Business Unit – MissionIntegrated Portfolio Team. The role involves strategic partnership, end-to-end service management, and continuous improvement to enhance mission support and service delivery across NATO entities. Responsibilities

Service Management & Delivery Support

Track and report on financial status (OPEX & CAPEX), procurement progress, resource management, cost planning, and timeline planning using NATO tools (EBA, ServiceNow, SharePoint). Update SharePoint weekly and deliver monthly financial and project status reports.

Continuous Improvement

Identify process bottlenecks and opportunities for improvement. Document and report on continuous improvement initiatives and process synergies.

Stakeholder & Customer Engagement

Foster strategic partnerships with NATO entities, commercial partners, and industry stakeholders. Document and report on customer engagements and outcomes.

ITSM Coordination

Monitor and track Incidents, Service Requests, Change Requests, and Work Orders using NATO ITSM tools. Collaborate with Service and Project Managers to ensure timely resolution.

Obsolescence Planning

Support the development and tracking of 5-year service and mission obsolescence plans. Report monthly on updates, risks, and recommendations.

Essential Qualifications & Experience

Bachelor’s degree from a nationally recognized university. At least 10 years of commercial experience in Service Management. At least 3 years of NATO experience, preferably with the NCI Agency. Proven experience in Customer Relationship Management and communication with military and civilian staff. Thorough understanding of:

NCI Agency C2 structure and service lines ITIL® (Foundation level or higher) Programme Management (MSP® or equivalent) Project Management (PRINCE2® or equivalent) NCIA tool sets: ServiceNow (1+ years), EBA (2+ years), ITSM (2+ years) NATO Allied Operations and Mission processes (3+ years) NATO DCIS processes (3+ years) OLA and SLA processes (3+ years) Risk Management techniques (3+ years)

Proficiency in Microsoft Office Suite (3+ years). Excellent written and verbal English skills (NATO SLP 3333 or equivalent). Desirable:

Understanding of NATO Deployable and Mobile Systems and Static Infrastructure. Experience in documentation and report writing. Strong analytical, critical thinking, and problem-solving skills. Ability to work unsupervised for extended periods.

If you've read the description and feel this role is a great match, we'd love to hear from you! Click "Apply for this job" to be directed to a brief questionnaire. It should only take a few moments to complete, and we'll be in touch promptly if your experience aligns with our needs.

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