Service Operation Manager

NCIA exists for one reason: to ensure the Alliance can communicate securely and reliably, whether in critical political consultations or during complex military operations. We are a key enabler of NATO's core mission to keep one billion people safe.

Our technology and cyber experts power NATO's digital capabilities, from data-driven decision-making and secure networks to resilient operations and mission execution across land, air, sea, cyber and space domains.

This mission is made possible by our people. We are a team of around 3,500 civilian and military staff working across 30 locations throughout Europe and North America.

To meet growing operational demand, the Directorate of CIS Support Units (DCSU) is expanding its presence across a number of locations. DCSU manages, delivers and maintains communications and information systems products and services for NATO customers.

Through its CIS Support Units and local CIS Support Elements, DCSU provides the vital connection between customers and NCIA's wider service-delivery organisation.

CSE Haderslev, under CSU Uedem, will provide static and deployable CIS support to the 4th NATO Signal Battalion and help deliver secure, reliable end-to-end services.

About the Role

Direct and optimise service operations at CSE Haderslev, ensuring workload, resources and delivery align with customer commitments and Agency policy. You will lead continuity, disaster-recovery, risk, incident and problem-management activity, drive process improvement and coordinate service owners and technical teams. The role sets performance direction, investigates high-impact incidents and ensures operational processes remain efficient, resilient and focused on customer outcomes.

What You Will Do

•        Direct service-operations workload, resources and performance.
•        Lead continuity and disaster-recovery planning and testing.
•        Plan substantial risk-management activity and advise stakeholders.
•        Develop and test incident-management procedures and lead recovery.
•        Coordinate problem resolution and preventative measures.
•        Design and implement business-process improvements.
•        Set performance direction and manage workgroups.
•        Create reports and insight to support operational decisions.

How You Will Contribute

Everything starts with the customer and the user. You will be expected to understand customer needs, maintain direct engagement and take ownership for reliable outcomes.

You will work collaboratively across organisational, professional and national boundaries, connecting customers with the right expertise and contributing to shared success across NCIA and the wider NATO Enterprise.

You will act with appropriate pace and sound judgement, address obstacles and improve delivery through insight gained from customers, users and operations.

What We Are Looking For

We are looking for candidates who meet the technical and professional requirements of the post and who can demonstrate:

•        A strong focus on customer and user needs
•        Ownership, initiative and accountability
•        Sound judgement and practical problem-solving
•        Effective collaboration across organisational and professional boundaries
•        The ability to work productively with autonomy
•        Adaptability in a developing operational environment
•        A commitment to delivering results and improving services

Essential Education and Experience

•        Bachelor's degree in a related discipline with 2 years of post-related experience, or at least 6 years of extensive and progressive relevant experience.
•        At least 2 years of CIS engineering experience and 6 years managing CIS systems as project or service-operations manager.
•        Experience leading at operational, strategic and planning level.
•        Successful IT-service delivery against SLA targets.
•        Risk-management or coordination experience.
•        Understanding of statistical concepts for service optimisation.
•        International-environment experience and a thorough knowledge of one NATO language.

Desirable Education and Experience

•        Knowledge of NATO structure.
•        ITIL Foundation and PRINCE2 Foundation.
•        Certification in IT, leadership, strategy, risk or operations.

Important Information Before Applying

•        This post forms part of NCIA's expansion into a new or developing duty location.
•        Practical onboarding guidance on host-nation administration may not yet be available at the time of recruitment, selection or onboarding.
•        Candidates should be prepared to operate in a developing location environment where some practical arrangements may need to be clarified after appointment or arrival.
•        Some local operational, administrative and support arrangements may continue to evolve. The role may therefore require a high degree of autonomy and different support arrangements from those available at an established NCIA campus.
•        Candidates should not make assumptions about benefits, allowances, relocation support or other location-specific entitlements. Information will be provided only when formally confirmed.
•        Any selection or appointment will remain subject to the required organisational approvals, establishment and funding arrangements, host-nation or administrative conditions, security requirements and other applicable appointment procedures.
•        Progression through the recruitment process does not constitute a firm offer of appointment.

How to Apply

Please review the complete Job Description before submitting your application.

Applicants must demonstrate how they meet the essential requirements and complete the prescreening questions included in the application.