Service Delivery Manager

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

Who we are supporting  

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

• Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
• Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
• Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.
• Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.

The service

Spektrum delivers end-to-end Communications and Information Systems (CIS) services to NATO CIS Support Units on an outcome basis: service desk and end-user support, provisioning and IMAC, CIS operations, systems, network and cyber security services, collaboration and VTC, logistics and configuration management, engineering, projects, exercise and surge support, service transition and training. Personnel work as part of one integrated, cleared on-site team, under Task Orders issued by the client, and are cross-assigned across services within their competence.

Role Background

The Service Delivery Manager is the client's primary point of contact and is accountable for performance across all contracted CIS services. The role holds coordination, performance oversight and escalation management across the contract, and the On-site Service Manager reports to the SDM. This is a Key Personnel role.

Role Duties and Responsibilities

• Act as the client's primary point of contact for all contracted services.
• Receive and register Task Orders, and issue execution plans that name the units, resources, mobilisation dates and acceptance evidence.
• Oversee service levels and KPIs, and ensure corrective action plans are put in place when thresholds are at risk or breached.
• Produce the monthly service performance report and executive dashboard inputs, and lead operational, tactical and strategic reviews.
• Manage escalations (level 2) and coordinate with the contracting function.
• Oversee resource planning, surge readiness and personnel continuity.
• Drive continuous service improvement and lessons learned.

Essential Skills, Experience and Certifications

• Degree in IT, engineering or business, or equivalent experience.
• At least eight years in IT service delivery, including at least three years managing outsourced or contracted IT services against SLAs and KPIs.
• Strong ITIL/ITSM knowledge and experience of ISO/IEC 20000-aligned service management.
• Proven stakeholder management and reporting to senior client representatives.
• Experience managing multidisciplinary technical teams.

Desirable Skills, Experience and Certifications

• ITIL 4 Managing Professional or Strategic Leader.
• Experience with NATO / NCI Agency contracts or other international organisations.
• Project management certification (PRINCE2, PMP).
• Experience with outcome-based or unit-priced service contracts.

Language Proficiency

• Professional working proficiency in English, spoken and written (NATO STANAG 6001 SLP 3333 or equivalent desirable).

Working Location

• Izmir, Türkiye, with support to the CIS Support Element in Ankara and other NATO locations as tasked.

Working Policy

• Reach-back with regular on-site presence.

Travel

• Regular travel to the client site and other NATO locations.

Work Eligibility

• Must hold, or be able to obtain before the start date, the right to work and reside in Türkiye (work and residence permit or Turkish citizenship).

Security Clearance

• Valid NATO SECRET personnel security clearance (or national SECRET clearance recognised for NATO SECRET) held at the start of the assignment; NATO SECRET is required for unescorted access to NATO premises.