Service 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.

Internal reference - Labour categories covered

• L23 On-site Service Manager (Key Personnel)

Role Background

The On-site Service Manager leads Spektrum's integrated on-site team. The role coordinates the delivery functions day to day (User Services, Infrastructure and Operations, Logistics and Configuration, and Engineering, Projects and Surge) and is the first escalation point on site. It reports to the Service Delivery Manager.

This is a Key Personnel role.

Role Duties and Responsibilities

• Manage the day-to-day running of on-site service operations against the SLA, including proactive incident, problem and event management.
• Coordinate the delivery functions, assign practitioners to Task Orders and direct level 1 and level 2 support tasks.
• Coordinate engineering and technical matters with the agency and the customer; advise on CIS support to operations and exercises.
• Plan rosters and shift coverage (including 24/7 and surge) with zero coverage gaps, and oversee structured shift handovers.
• Ensure quality and timely execution of change, configuration, release and asset management, and lead the creation and maintenance of SOPs.
• Act as escalation level 1 on site; monitor performance and take corrective action where necessary.
• Run quality control so that each unit of work is checked before submission for acceptance.
• Provide daily operational reporting, contribute to the monthly report and to lessons identified after operations and exercises.
• Manage onboarding, site induction, security and access compliance for on-site staff.

Essential Skills, Experience and Certifications

• Degree or vocational qualification in IT or a related field, or equivalent experience.
• At least five years in IT operations or service delivery, including leadership of on-site technical teams of up to around 30 people.
• Good ITIL/ITSM knowledge; experience with SLA and KPI management.
• Knowledge of Cisco network equipment and Microsoft technologies.
• Previous experience in a multinational and military environment.
• Strong leadership, organisation and communication skills.

Desirable Skills, Experience and Certifications

• Familiarity with NATO Community of Interest (CoI) services.
• Familiarity with cyber security and crypto.
• ITIL Foundation or higher.
• Turkish language skills; experience with exercise or deployed support.

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

• On-site, full time, with availability for escalations outside working hours.

Travel

• Travel to other NATO sites in the area of responsibility may be required.

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.