Service Operations Branch Head

Primary Location Italy-Naples NATO Body NATO Communications and Information Agency (NCIA) Schedule Full-time Application Deadline 06-Nov-2025, 11:59:00 PM Salary (Pay Basis) 8,191.47 Grade NATO Grade G20 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). Responsibilities Develop, communicate, implement and review the processes, which embed strategic management in the operational management of the organisation. Provide detailed and specific advice regarding the application of their specialism to the organisation's planning and operations. Form, maintain and lead workgroups and individuals to achieve organisational objectives. Determine and delegate objectives and task responsibilities to individuals or teams — including people management responsibilities as appropriate. Facilitate workgroups to deliver defined goals and outcomes. Provide support, guidance and suggestions to workgroups and teams to learn collaborative problem solving and improve their team performance. Plan and manage the acquisition and deployment of resources to meet specific needs and ongoing demand. Define and manage the implementation of resourcing processes and tools. Identify the communications and relationship needs of stakeholder groups. Translate communications/stakeholder engagement strategies into specific activities and deliverables. Update and implement improvements to risk assessment and management methods. Evaluate the benefits and drawbacks of alternative risk management approaches. Evaluate the impact of standards and policies across functional specialties. Collaborate with other functions in establishing and documenting joint standards. Qualifications 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. Benefits 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. 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. J-18808-Ljbffr

Location: Napoli, Campania, IT

Posted Date: 10/24/2025