Service Operations Manager

Schedule: Full-time

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, DCSU provides the vital connection between customers and NCIA's wider service-delivery organisation.

CSU Izmir enables end-to-end CIS services by installing, operating, maintaining and supporting capabilities during peacetime, crisis and war throughout its area of responsibility.

About the Role

As Service Operations Manager, you will direct and optimise operational service delivery at CSU Izmir. You will monitor IP networks, radio, telephony, video conferencing and networked computer systems, serving as the focal point for operational information and coordinating outages, circuit activation and restoration. You will support high-impact incident resolution, continuity and disaster-recovery activity, and lead risk, problem and people-management processes. Working with service owners, operational teams and the NCIA Operations Centre or Centralised Service Desk, you will organise resources, maintain service performance against agreed targets and drive continual improvement.

What You Will Do

· Monitor the operational status of networks, radio, telephony, video conferencing and computer systems.

· Act as the focal point for operational information across CSU systems and outlying facilities.

· Coordinate circuit activations, outages and service-restoration plans.

· Support technical teams and central service-desk functions with fault resolution.

· Develop, maintain and test continuity and incident-management plans.

· Plan and implement risk-management activity and mitigation actions.

· Ensure problems are investigated, documented and resolved with preventative measures.

· Set functional and people-management objectives and organise resources to meet SLA targets.

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

· A university degree with 4 years of post-related experience, or higher secondary education plus advanced vocational training with 5 years of post-related and 2 years of function-related experience.

· At least 3 years of CIS engineering experience and 5 years managing CIS systems as a project or service-operations manager.

· Experience leading at operational, strategic and planning level.

· A successful record of IT-service delivery and organising resources to meet SLA targets.

· Experience in risk management or coordination.

· Understanding of statistical concepts used to optimise service delivery.

· Experience in an international environment and a thorough knowledge of one NATO language.

Desirable Education and Experience

· Knowledge of NATO CIS policy, procedures and organisation.

· Working knowledge of ITIL processes.

· Experience in CIS event and incident management across networks, radio, voice, VTC or crypto services.

· Advanced network, ITIL 4, Cisco or Microsoft training.

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 required organisational, legal, administrative, host-nation, financial, security and employment requirements.

· 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.