Senior Service Management Support Specialist with security clearance

The Senior Service Management Support Specialist will provide expert service management and delivery support to the NIMSC Land/Air Business Unit - Mission Integrated Portfolio Team. The role involves strategic partnership, end-to-end service management, and continuous improvement to enhance mission support and service delivery across NATO entities., * Service Management & Delivery Support:

• Track and report on financial status (OPEX & CAPEX), procurement progress, resource management, cost planning, and timeline planning using NATO tools (EBA, ServiceNow, SharePoint).
• Update SharePoint weekly and deliver monthly financial and project status reports.

• Continuous Improvement:

• Identify process bottlenecks and opportunities for improvement.
• Document and report on continuous improvement initiatives and process synergies.

• Stakeholder & Customer Engagement:

• Foster strategic partnerships with NATO entities, commercial partners, and industry stakeholders.
• Document and report on customer engagements and outcomes.

• ITSM Coordination:

• Monitor and track Incidents, Service Requests, Change Requests, and Work Orders using NATO ITSM tools.
• Collaborate with Service and Project Managers to ensure timely resolution.

• Obsolescence Planning:

• Support the development and tracking of 5-year service and mission obsolescence plans.
• Report monthly on updates, risks, and recommendations.

Do you have experience in SharePoint?, Do you have a Bachelor's degree?, * Bachelor's degree from a nationally recognized university.

• At least 10 years of commercial experience in Service Management.
• At least 3 years of NATO experience, preferably with the NCI Agency.
• Proven experience in Customer Relationship Management and communication with military and civilian staff.
• Thorough understanding of:

• NCI Agency C2 structure and service lines
• ITIL (Foundation level or higher)
• Programme Management (MSP or equivalent)
• Project Management (PRINCE2 or equivalent)
• NCIA tool sets: ServiceNow (1+ years), EBA (2+ years), ITSM (2+ years)
• NATO Allied Operations and Mission processes (3+ years)
• NATO DCIS processes (3+ years)
• OLA and SLA processes (3+ years)
• Risk Management techniques (3+ years)

• Proficiency in Microsoft Office Suite (3+ years).
• Excellent written and verbal English skills (NATO SLP 3333 or equivalent).
• Desirable:

• Understanding of NATO Deployable and Mobile Systems and Static Infrastructure.
• Experience in documentation and report writing.
• Strong analytical, critical thinking, and problem-solving skills.
• Ability to work unsupervised for extended periods.