Service Support Integration Officer

Duties

• Support the development, implementation, and review of strategic plans, policies, and initiatives by conducting analysis, coordinating inputs, and preparing reports and recommendations for management.
• Coordinate risk management activities, including maintaining risk registers, monitoring mitigation actions, and preparing regular reports to support management decision-making.
• Analyse business processes and working practices to identify opportunities for improvement, increased efficiency, and greater standardization.
• Develop process maps, briefing materials, and recommendations to support business process improvement initiatives.
• Monitor performance against agreed objectives and key performance indicators, and prepare reports and presentations for senior management.
• Coordinate the implementation and follow-up of organizational improvement initiatives and management actions.
• Facilitate meetings, workshops, and working groups; document outcomes and track agreed actions to completion.
• Support workforce and resource planning activities, including the collection and analysis of staffing, training, and funding requirements.
• Assist in the development and maintenance of policies, procedures, standards, and guidance to ensure consistency and compliance.
• Build and maintain effective relationships with internal and external stakeholders, acting as a focal point for coordination and information exchange.
• Support the identification, investigation, and resolution of incidents, recurring issues, and operational challenges, and track corrective actions.
• Prepare high-quality briefings, reports, presentations, and correspondence for management and governance bodies.
• Provide advice and analytical support to managers and staff on strategic planning, risk management, performance monitoring, and organizational effectiveness matters.
• Contribute to the continuous improvement of tools, templates, and reporting mechanisms used to support planning and management activities.
• Support the design and implementation of service support models for new NATO entities, capabilities, and locations, including service scope, roles and responsibilities, escalation arrangements, and transition criteria.
• Coordinate service integration activities in line with SIAM principles to ensure effective end-to-end support across multiple internal and external providers.
• Ensure service support arrangements are aligned with the NCIA service catalogue, service management governance, and relevant ITIL practices.
• Contribute to project and programme activities by integrating operational readiness and service transition requirements.
• Develop and maintain key artefacts, including service support models, readiness assessments, integration plans, KPI/SLA frameworks, and risk registers.
• Coordinate with stakeholders to ensure operational readiness, service continuity, and effective transition into service.
• Support operational planning, crisis response, and surge activities to ensure service implications are fully considered.
• Monitor contractor-delivered services to ensure compliance with CSU procedures and service quality standards.
• Prepare reports, briefings, and decision papers for management and governance bodies.
• Represent DCSU in meetings, working groups, and governance forums, as required.
• Contribute to service level management activities, including the development and review of SLAs, OLAs, and underpinning agreements.
• Participate in recruitment and selection activities, as required.

Requirement

• A master degree at a nationally recognised/certified University in a related discipline and 3 years post-related experience.
• Or a Bachelor's degree with 5 years post related experience.
• The incumbent must have a minimum of five years of CIS engineering experience and five years of experience in the management of CIS systems as a Service Operations Manager.
• A minimum of five years managerial and supervisory experience leading multi-disciplinary service delivery teams involving dependencies, suppliers, contractors and governance stakeholders in complex, multinational environments.
• Knowledge and experience in the preparation and implementation of new or changed services.
• Knowledge in the management of performance of systems and services.
• Knowledge and experience of requirements' identification, and their analysis and validation.
• Demonstrated experience in service continuity, incident response, and infrastructure support.
• Experience in NATO planning processes (NDPP, COPD) or similar and comparable operational/crisis response planning.
• Experience delivering of IT services and organizing of resources to deliver against SLA targets.
• Proven ability to manage shift-based or 24/7 operations and on-call support.
• Experience contributing to risk management, operational planning, and technical governance.
• Experience developing service models, support concepts, transition plans, operational readiness criteria, and SIAM/ITIL-aligned artefacts and service operations frameworks.
• Highly developed analytical skills coupled with the ability to apply flexibility to problem solving.
• Certification in a formal Project Management methodology (PRINCE2, PMP, PMBOK etc.).
• ITIL® 4 Foundation certification.