# C004897 Senior Service Delivery Manager (NS) - WED 3 Jun > EMW, Inc. · Brunssum, Netherlands · — · Posted 2026-05-23 **Workplace:** on_site **Department:** AAS ## Description **Deadline Date:**  Wednesday 3 June 2026 **Requirement Title:** Senior Service Delivery Manager **Location:**  Brunssum, Netherlands **Full time on-site:**  Yes **Total Scope of the request (hours):** 836 **Required Start Date:**  09-JUL-2026 **End Contract Date:** 31-DEC-2026 **Required Security Clearance:  NATO Secret** **Specific Working Conditions:**  The Service environment will be a normal office environment within the Host Nation complex (and field conditions during operational support), but Remote and Mobile service delivery will be permitted, as and when necessary; with the prior approval of the NIMSC Senior Service Delivery Manager **Duties and Role** 1.1. Coordinated Service Management & Service Delivery support of NIMSC Land & Air Business Unit- Allied Operations & Missions portfolio; for assigned Services / Missions / Projects & the support of Project Managers, utilizing NATO tools & systems (EBA, Service Now & SharePoint). The support will be provided by means of: A: Tracking, by using NCIA EBA & Service Now tool sets, financial status (OPEX & CAPEX) including ACQ progress (PR to PO) upon a daily basis, including Resource Management, Cost planning & Timeline planning within Service Now. B: Updating NIMSC SharePoint Portal upon a weekly basis with progress & recommendations. C: Delivering a monthly written project & financial Status & related expenditure budget Report; highlighting Problems, Issues, Trend & Analysis, Risks & recommended Solutions for assigned Services/ Missions & Projects. Reporting monthly to the NIMSC Land & Air Business Unit, Senior Service Delivery Manager, Allied Operations & Missions Team Lead, the financial status of all assigned Service / Mission & Project budgets within the NIMSC Land & Air Business Unit, Allied Operations & Missions portfolio. The Acceptance criteria for the monthly report are the following: • Is submitted by the agreed date, which is the last working day of the month. • Contains updated status of PRs/POs for active procurement procedures, including Resource Management, Cost planning & Timeline planning within Service Now. • SharePoint is up-to-date & indicates the progress / recommendations. • Highlights Problems, Issues, Trends & Analysis, Risks & recommended Solutions for assigned Services / Missions & Projects. • Data matches the EBA system snapshot & SharePoint updates. 1.2. As part of the Continuous Improvement process, identify process bottlenecks & opportunities for End-to-End process improvements & process synergies. The above to be implemented via: A: Tracking and Documenting upon a daily basis, any opportunities for Continuous Improvement & process synergies. B: Updating NIMSC SharePoint Portal upon a weekly basis with any opportunities for Continuous Improvement and process synergies & recommendations. C: Delivering a monthly written Continuous Improvement Report, detailing Opportunities for Continuous Improvement in Service Delivery & Mission Support; highlighting Problems, Issues, Trend & Analysis, Risks & recommended Solutions. Reporting monthly to the NIMSC Land & Air Business Unit, Senior Service Delivery Manager, Allied Operations & Missions Team Lead, opportunities for process improvements & synergies. The Acceptance criteria for the monthly report are the following: • Is submitted by the agreed date, which is the last working day of the month. • Any opportunities for Continuous Improvement & process synergies are documented. • SharePoint is up-to-date & indicates opportunities for improvement and process synergies / recommendations. • Provides details for Opportunities for Continuous Improvement in Service Delivery & Mission Support; as well as highlights Problems, Issues, Trend & Analysis, Risks & recommended Solutions. 1.3. Strategic partnerships & effective customer relationship management to be fostered & built within NCI Agency, other NATO entities, Commercial & Industry partners. The deliverable to be justified & executed while: A: Tracking & Documenting upon a daily basis, any Customer Engagements. B: Updating NIMSC SharePoint Portal upon a weekly basis, with any Customer Engagements Outcomes & recommendations. C: Delivering a monthly written Customer Engagement Report, detailing Customer Engagements & Outcomes; highlighting Problems, Issues, Trend & Analysis, Risks & recommended Solutions. Reporting monthly to the Land & Air Business Unit, Senior Service Delivery Manager, Allied Operations & Missions Team Lead, the status of all related supporting service, mission & project 5 year Obsolescence plans. ## Requirements Education, Experience and Training (essential): • Shall have a proven record in Service Management, within the NATO and Commercial environments. Acceptable Qualified Level (AQL) At least 5 years' prior Commercial experience. At least 3 years' prior NATO experience (in particular with NCI Agency). • Shall have a proven record in Customer Relationship Management, and ability to communicate effectively with NATO civilian staff, Military staff and Commercial Partner staff, at all levels. AQL At least 5 years' prior Commercial experience. At least 3 years' prior NATO experience (in particular with NCI Agency). • Shall have a thorough understanding of NCI Agency C2 structure and service lines/ centers. AQL At least 3 years' prior NATO experience (in particular with NCI Agency). • Shall have a Bachelor degree and Bachelor level education. AQL Awarded by a nationally recognised/ certified University (ideally within a Service Management related discipline) • Shall have a thorough understanding of ITIL ® methodology. AQL At least Foundation level qualified • Shall have a thorough understanding of Project Management methodology. AQL At least Prince2 ® or equivalent qualified • Shall have a thorough understanding NCIA Service Now tool set. AQL At least 2 years' experience using NCIA Service Now tool set • Shall have a thorough understanding NCIA EBA tool set. AQL At least 2 years' experience using NCIA EBA tool set • Shall have a thorough understanding NCIA ITSM tool set. AQL At least 2 years' experience using NCIA ITSM tool set • Shall have a thorough understanding of NATO Allied Operations and Mission processes and procedures. AQL At least 2 years' experience of NATO Allied Operations and Mission processes and procedures. • Shall have a thorough understanding of NATO CIS processes and procedures. AQL At least 2 years' experience of NATO CIS processes and procedures. • Shall have a thorough understanding of OLA and SLA processes and procedures AQL At least 2 years' experience of NATO OLA and SLA processes and procedures (in particular NCI Agency processes and procedures). • Shall have a thorough understanding of Risk Management techniques when applied in a commercial environment. AQL At least 2 years' experience of applying Risk Management techniques in a commercial environment, delivering value stream improvement to the End-to-End Service Management support. • Shall be conversant with Microsoft Office tool set. AQL At least 2 years' experience of using the Microsoft Office tool set. • Shall have excellent communication, written and verbal in English. AQL The Contractor personnel shall be able to listen, speak, read and write in English to or above the NATO SLP 3333 (= good/minimum professional) in accordance with STANAG 6001. ## Apply [Apply at EMW, Inc.](https://apply.workable.com/emw/j/CDBDD05029/apply) --- Powered by [Workable](https://www.workable.com)