{"id":3142982,"url":"https://alion.io/job/spektrum-group-service-delivery-manager","title":"Service Delivery Manager","company":{"id":183673,"name":"Spektrum Group","domain":"spektrum-group.com","url":"https://alion.io/company/spektrum-group","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":100,"open_postings":14,"ghost_share":0,"stale_share":0.214,"repost_share":0,"time_to_fill_p50_days":16,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Product","role_family":"Product","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["İzmir, Turkey"],"countries":["TR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":67000,"max_usd":156000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1783},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"STANAG","optional":true}],"status":"live","first_seen_at":"2026-10-23T08:18:35Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-11-05T14:57:39Z","board_verified":true,"closed_at":null,"days_open":13,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":13},"description":"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.\nWho we are supporting \nThe 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.\nThe NCIA provides a wide range of services, including:\nCyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.\nCommand and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.\nSatellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.\nElectronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.\nInformation Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.\nOverall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.\nThe service\nSpektrum 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.\nRole Background\nThe 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.\nRole Duties and Responsibilities\nAct as the client's primary point of contact for all contracted services.\nReceive and register Task Orders, and issue execution plans that name the units, resources, mobilisation dates and acceptance evidence.\nOversee service levels and KPIs, and ensure corrective action plans are put in place when thresholds are at risk or breached.\nProduce the monthly service performance report and executive dashboard inputs, and lead operational, tactical and strategic reviews.\nManage escalations (level 2) and coordinate with the contracting function.\nOversee resource planning, surge readiness and personnel continuity.\nDrive continuous service improvement and lessons learned.\nEssential Skills, Experience and Certifications\nDegree in IT, engineering or business, or equivalent experience.\nAt least eight years in IT service delivery, including at least three years managing outsourced or contracted IT services against SLAs and KPIs.\nStrong ITIL/ITSM knowledge and experience of ISO/IEC 20000-aligned service management.\nProven stakeholder management and reporting to senior client representatives.\nExperience managing multidisciplinary technical teams.\nDesirable Skills, Experience and Certifications\nITIL 4 Managing Professional or Strategic Leader.\nExperience with NATO / NCI Agency contracts or other international organisations.\nProject management certification (PRINCE2, PMP).\nExperience with outcome-based or unit-priced service contracts.\nLanguage Proficiency\nProfessional working proficiency in English, spoken and written (NATO STANAG 6001 SLP 3333 or equivalent desirable).\nWorking Location\nIzmir, Türkiye, with support to the CIS Support Element in Ankara and other NATO locations as tasked.\nWorking Policy\nReach-back with regular on-site presence.\nTravel\nRegular travel to the client site and other NATO locations.\nWork Eligibility\nMust 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).\nSecurity Clearance\nValid NATO SECRET personnel security clearance (or national SECRET clearance recognised for NATO SECRET) held at the start of the assignment; 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