Operations Manager NATO HQ

Job Description

This is a full-time position working 5 days per week at customer site in Brussels and the Maintenance manager must hold a NATO Clearance.

Purpose Of Role:

Maintenance Manager for the support of Level 3 ICT services, including maintenance and training related to the Active Devices and Software installed at NATO Headquarters.

The objective of the support arrangement is to provide a centralized framework contract covering Level 3 IT Support in niche areas, such as for example Servers, Storage, Networking, Security, Software, and more and arrange for the underpinning support contract with a Contractor and/or the OEM vendors.

The Maintenance Manager will be the NCIA’s single point of contact for all matters related to the maintenance and Level 3 services and act as a representative of BT towards the NCIA and take any technical or organizational decisions related to the execution of the maintenance services entrusted to him or her.

The Maintenance Manager will manage all support contracts and provide the interface to L3 vendor support, and the BT Service Desk, for incidents, consultancy and training.

Key Responsibilities:

• Take responsibility for the quarterly reports, prepare and present.
• Lead incident management as required.
• Attend customers routine operations and management meetings.
• Prepare, assist to and report the quarterly steering committee meetings where quarterly reports will be discussed.
• Take responsibility for all offers and contract signatures.
• Timely review of the list of installed equipment, as input allowing customer to decide on the list of equipment under maintenance.
• Organisation of the L3 maintenance.
• Production of essential documentation related to the maintenance services, such as the helpdesk coordinates, a description of delivery and repair procedures, a list of persons authorised to have access to NATO and the administrative responsibilities this entails.

Authority/Decision Making:

• Accountable for quality and profitability of Customer deliverables.
• Lead towards the BT Service Desk.
• Establishes own milestones, team objectives and delegates assignments.
• Work is often self-initiated.
• Accountable for reporting compliance.
• Typically would participate with the presales team and Account Directors to qualify, propose, design solutions, providing technical and organizational input.

Qualifications:

• Relevant business/professional qualifications.
• ITILv4 Foundation certification.
• Academic qualifications: Vocational training at a higher level in a relevant discipline, or equivalent combination of qualifications and experience.
• At least 8 years extensive and progressive expertise in the duties related to the function of the post.
• In-depth knowledge of the maintenance of both hardware and software aspects of the system and all its sub-systems, ancillary systems, and support systems.
• Able to effectively communicate in English.

A FEW POINTS TO NOTE

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.