C004903 Service Support Integration Officer (NS) - THU 4 Jun

Deadline Date: Thursday 4 June 2026

Requirement: Service Support Integration Officer

Location: Mons, BE

Full Time On-Site: Yes

Time On-Site: 100%

Total Scope of the request (hours): 800

Required Start Date: 13 July 2026

End Contract Date: 31 December 2026

Required Security Clearance: NATO SECRET

Duties & Role:  

• 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.