Service Management Assistant (PaaS) for NATO with security clearance

We are seeking an experienced and highly capable Senior Service Manager to assume a pivotal role in the delivery of Deployable Communications and Information Systems (CIS) infrastructure. Operating under the broad direction of the Principal Service Manager yet exercising significant autonomy, you will ensure critical services meet strict Service Level Agreements (SLAs), guaranteeing system readiness and operational effectiveness., Technical Documentation

• Develop, maintain, review, and update technical and operational documentation.
• Create and maintain Standard Operating Procedures (SOPs), Agency Instructions (AIs), operational runbooks, implementation guides, service documentation, and process documentation.
• Ensure documentation is accurate, consistent, version-controlled, and aligned with organizational standards.
• Work closely with technical teams to capture and document operational processes and technical procedures.
• Support documentation for new services, operational changes, and continuous improvement initiatives.
• Maintain document repositories and ensure documentation remains current.

Service Management Support

• Provide day-to-day administrative support to Service Delivery Managers.
• Prepare operational reports, dashboards, presentations, and service review materials.
• Support service governance activities and maintain operational records.
• Coordinate routine operational activities across multiple stakeholders.
• Track operational actions and follow up to ensure timely completion.

Financial & Resource Coordination

• Support budget planning, expenditure tracking, and cost monitoring.
• Assist with financial reporting and budget variance analysis.
• Maintain resource allocation plans and track effort (hour) allocation across services and initiatives.
• Produce regular resource utilization and capacity reports.

Change Management

• Create, update, and track Change Requests (CRQs) in accordance with established ITSM processes.
• Coordinate change approvals and ensure all required information and documentation are completed.
• Monitor change progress and communicate status to relevant stakeholders.
• Maintain accurate change records and reporting.

Operational Coordination

• Assist with coordinating operational tasks and activities across technical teams.
• Support task scheduling, tracking, and follow-up.
• Help coordinate activities managed through task management tools.
• Provide general administrative and coordination support for service-related initiatives.
• Provide administrative support for planning and coordination activities associated with operational projects and service improvement initiatives.

• Experience in service management, operations support, PMO support, or a similar coordination role.
• Excellent technical writing and documentation skills.
• Strong organizational and administrative abilities with exceptional attention to detail.
• Experience with budget tracking, expenditure control, and resource (hour) allocation.
• Familiarity with IT Service Management (ITSM) processes, particularly Change Management.
• Experience creating and managing Change Requests (CRQs).
• Advanced knowledge of Microsoft Office, especially Excel, Word, and PowerPoint.
• Experience with ServiceNow, Jira, Azure DevOps, or similar ITSM/project management tools is an advantage.
• Strong written and verbal communication skills in English.
• Ability to manage multiple priorities while maintaining high-quality documentation and operational records.
• Knowledge of ITIL principles and service management best practices.
• Experience working within infrastructure, cloud, or managed services environments.
• Experience developing technical procedures, operational standards, or knowledge base content.
• Familiarity with service governance, reporting, and operational compliance.