Service Operations Branch Head

Primary LocationItaly-NaplesNATO BodyNATO Communications and Information Agency (NCIA)ScheduleFull-timeApplication Deadline07-Nov-2025, 12:59:00 AMSalary (Pay Basis)8,191.47GradeNATO Grade G20Who we are:For more than 70 years, NATO’s mission has been to preserve peace and security in the Alliance for nearly one billion citizens. The NATO Communications and Information Agency (NCI Agency) and its predecessors have worked tirelessly in providing the means that enable the connectedness and togetherness that keep our Alliance strong. We are the NCI Agency, a team of 3000 civilian and military staff in 29 locations throughout Europe, North America and Asia.Our technology and cyber experts allow NATO to conduct critical operations, protect NATO’s airspace, make data-driven decisions, defend against cyber-attacks, secure NATO networks and maintain superiority in space. This is all possible because of our greatest force, our people. In order to keep this edge we aim to hire, train and retain the very best staff.Our staff members represent both the diversity and unity of our Alliance. When you join the NCI Agency, you will be part of an organization where you can contribute authentically to the mission and purpose of NATO and help us keep our technological edge.About the job:Based in Lago Patria, Naples, ITA, you will join the Agency as we embark on a journey to transform our IT services to support NATO’s Digital Endeavour. You will join the Directorate of CIS Support Units (DCSU), which is responsible to manage, deliver and maintain assigned Communications and Information System (CIS) products and services for the Agency’s customers including NATO Headquarters (NHQ), the NATO Command Structure (NCS), NATO Force Structure (NFS), Nations and internal Agency users. DCSU provides liaison, planning and coordinating functions for Alliance Missions, Operations and Exercises. Services are delivered in coordination with the Enterprise Service Operations Centre (ESOC) and Agency Business Areas/Service Centres under the Enterprise Service Delivery Model (ESDM).NCI Agency CIS Support Unit (CSU) Naples, located in Lago Patria, Naples, Italy, is responsible to manage, deliver and maintain assigned Communication and Information Systems (CIS) products and services for the Agency’s customers during peacetime, crisis and war throughout its assigned AoR and as otherwise directed. As the local service provider and Service Management Authority (SMA), it supports the NCI Agency in delivering secure, reliable end-to-end services under the Enterprise Service Delivery Model (ESDM).We are looking for Service Operations Branch Head, who will take on the following roles and responsibilities: Develops, communicates, implements and reviews the processes, which embed strategic management in the operational management of the organisation. Provides detailed and specific advice regarding the application of their specialism to the organisation's planning and operations. Forms, maintains and leads workgroups and individuals to achieve organisational objectives. Determines and delegates objectives and task responsibilities to individuals or teams — including people management responsibilities as appropriate. Facilitates workgroups to deliver defined goals and outcomes. Provides support, guidance and suggestions to workgroups and teams to learn collaborative problem solving and improve their team performance. Plans and manages the acquisition and deployment of resources to meet specific needs and ongoing demand. Defines and manages the implementation of resourcing processes and tools. Identifies the communications and relationship needs of stakeholder groups. Translates communications/stakeholder engagement strategies into specific activities and deliverables. Updates and implements improvements to risk assessment and management methods. Evaluates the benefits and drawbacks of alternative risk management approaches. Evaluates the impact of standards and policies across functional specialties. Collaborates with other functions in establishing and documenting joint standards. For a full list of duties, please review the job description on the NCI Agency career site .About you:The valuable knowledge and experience that you bring to this role are: A master degree at a nationally recognised/certified University in a related discipline and 5 years post-related experience. Or a Bachelor’s degree with 8 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 either as a Project Manager or Service Operations Manager; A minimum of five years managerial and supervisory experience. Experience leading multi-disciplinary technical teams in areas such as desktop support, telecom, network, or cybersecurity. Possess demonstrable leadership characteristics and extensive experience in leading teams of CIS professionals under challenging circumstances and in complex 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 Risk Management. Fluency in English, both written and spoken. What we offer: Genuinely meaningful work as part of the most successful alliance in history; 5 year contract with competitive tax-free salary and household and children’s allowances; Privileges for expatriate staff including expatriation and education allowances (where appropriate) and additional home leave; Excellent private health insurance scheme; Generous annual leave of 30 days plus official holidays; NATO Pension Scheme; Development programs such as professional training, wellbeing, and more. To learn more about NCI Agency and our work, please visit our website .The NCI Agency prides itself on being an equal opportunity employer. We are committed to fostering an inclusive environment of mutual respect and value uniqueness and differences in gender, gender identity, race, ethnic or cultural origin, age, religion, sexual orientation and physical or neurocognitive ability.Additional details on the conditions of application can be found via the NCI Agency career site.