Customer Service, Delivery & Success Manager

We are always looking to add great new talent to our team and look forward to hearing from you.
Spektrum supports apex purchasers (NATO UN EU and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services specialised aerospace and defence sales delivery and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.
Who we are supporting
The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATOs member countries and its partners. The NCIA provides a wide range of services including:
Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATOs communication networks and information systems against cyber threats.
Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
Electronic Warfare: The NCIA provides electronic warfare services to support NATOs mission to detect deny and defeat threats to its communication networks.
Information Management: The NCIA manages NATOs information technology infrastructure including its databases applications and servers.
Overall the NCIA plays a critical role in ensuring the security and effectiveness of NATOs communication and information technology capabilities.
Assistance and Advisory Service (AAS)
The NATO Communications and Information Agency (NCI Agency) is NATOs principal C3 capability deliverer and CIS service provider. It provides maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV and when required stand together in the face of attack under Article V.
To provide these critical services in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. NATO International Civilians (NIC)s Military (Mil) and Interim Workforce Consultants (IWC)s. Ensures monitoring and reporting of agreed KPIs provision of services and quality of delivered services.
Provides suitable guidance to other service management processes especially after SLA violations.
Initiates Continual Service Improvement (CSI) action when appropriate.
Supports SLM strategy and ensure coherency through the customer services catalogue SLAs reports and data analysis activities.
Manages Agency wide KPI Catalogue.
Establishes necessary communication with Service Delivery Managers (SDM) Customers Account Managers Data Analysts and other stakeholders to review updates on SLA performance cost and measurement based on service delivery controls and targets achievement as agreed in the Delivery Plan acting as orchestrator of Service Delivery to the Customer.
Ensures that all Service Delivery entities are properly engaged in the delivery of services and providing value to the customers.
Encourages collaboration between Service Delivery entities and performs proactive customer reviews in cooperation with Demand Management and the Service Owners.
Actively supports and engages with experts and stakeholders to ensure continuous improvements are identified through review and benchmarking processes.
Provides input to the service continuity planning process and resulting plans.
Contributes to the availability management process and its operation and performs defined availability management tasks.
Analyses service and component availability reliability maintainability and serviceability.
Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels.
Develops strategies to address under-performance and compliance failures including application of contract terms.
Actively supports and engages with experts and stakeholders to ensure continuous improvements are identified through review and benchmarking processes.
Develops and implements change management protocols.
Drafts advises or maintains policy standards and procedures for the customer service functions as applicable.
Responsible for day-to-day management and work allocation to meet customer satisfaction.
Ensures that tracking and monitoring of performance is carried out metrics and reports are analysed and issues are resolved.
Sound knowledge and experience on IT Service Management.
Experience in SLA negotiations and in customer relationship management.
Experience in both executive and operational level reporting
Excellent communication skills. Experience in managing and supervising multidisciplinary teams.
Previous work with managing SLAs and OLAs.
Prior experience of working in an international environment comprising both military and civilian elements;
A minimum requirement of a Bachelors degree at a nationally recognised/certified University in a related discipline and 3 years post-related experience.