Service Area Owner UCC

NCIA - NATO Communications and Information Agency

Service Area Owner UCC

NCIA - NATO Communications and Information Agency

Mons, Belgium

NATO Body: NATO Communications and Information Agency (NCI Agency)
Schedule: Full-time
Salary (Pay Basis): 7,839.42Euro (EUR) Monthly
Grade: A.4


We are the NATO's IT Agency serving 29 nations by defending its networks, and providing real life support to its operations and missions. We are working around the clock safeguarding the freedom and security of nearly 1 billion citizens.

If you have extensive experience in the design, implementation, support, testing and maintenance of formal, informal messaging and UCC tools (services and applications), if you can prove project management experience and if you have excellent leading skills, and if would like to join an enthusiastic and dynamic team, we are definitely looking for you!

The NCI Agency is currently seeking a Service Area Owner (UCC) to assure delivery and integrity of CES UCC services, regardless of where the technology components, processes or professional capabilities reside.

Role Responsibilities

The Core Enterprise Services (CES) Chief is accountable for planning and executing the full lifecycle management activities (design, transition and operations) for the identified area of responsibility. CES provides generic, domain independent, technical functionality that enables and facilitates the operation and use of Information Technology resources. CES services (including: subject matter expertise; software engineering; acquisition; operations and maintenance; and, disposal) are provided in the following technical areas: communication and collaboration, web and information services, infrastructure storage and processing, infrastructure networking, composition and mediation, and managed desktop and end user device services. Services are provided throughout the lifecycle to both internal and external customers.

All services under the responsibility of the CES Service Line are under the responsibility of the SL Chief who is the Service Owner (SO). They are grouped around several service areas, with ‘Unified Communication and Collaboration’ (UCC) being one of these service areas. The services assigned to the Service Area Owner (SAO) are, within each Service Area, further allocated to Service Delivery Managers who report to the SAO.

Within the CES SL, SAO for UCC services is responsible for the transition, delivery, improvement, integrity, and retirement of the services in the UCC service area. These services are: Military Messaging, informal E-MAIL (including Galsync), NATO Enterprise MetaDirectory, and Microsoft ID Management (MIM), and office instant messaging as well as office desktop-based videoconference services (Skype for Business). In addition, the incumbent provides guidance to the development of new services in the UCC service area and supports their transition into operation.

Under the direction of the SL Chief, the incumbent will perform duties such as the following:

  • Delivery and integrity of CES UCC services, regardless of where the technology components, processes or professional capabilities reside:
    • Understanding the CES UCC services (components, etc) and represent them across the organization;
    • Synchronizing the resources that support the CES UCC services, including resources located out of organizational control;
    • Negotiating necessary authorities needed over other NCI Agency organizational units and external bodies, as required, ensuring delivery of CES UCC services in accordance with contracted SLAs. Such agreements shall be documented in suitable contractual vehicles such as: OLAs, Underpinning Contracts (UC), etc.;
    • Supervising Service Delivery managers (SDM) responsible for delivery of CES UCC services;
    • Ensuring adherence of CES UCC services to NCI Agency and NATO governance, including architecture, and other internal and external governance policies, and directives;
    • Reporting on CES UCC services Key Performance Indicators (KPI) as per applicable SLAs, and associated metrics, in coordination with SDM;
    • Coordination with other service area owners providing supporting services or consuming the CES UCC services in order to maintain consistency of service tree (includes coordination of future changes to supporting services to ensure impacts are understood and planned for);
    • Ensure consistent and appropriate communication with customer(s) for service-related enquiries and issues. Communicating agreed messages will normally be retained by CSU Commanders under Customer Relationship management (CRM) role;
    • Serve as point of escalation (notification) for major incidents relating to CES UCC services.
  • Continual Service Improvement (CSI) and management of change affecting CES UCC services:
    • Coordinating changes and Continuous Service Improvements (CSI) with affected NCI Agency organizational units, including in particular CIS Support Units (CSUs) in order to facilitate their CRM role;
    • Represent the services in Change Advisory Board (CAB) meetings or Emergency CA (ECAB) meetings.
  • Transition of new CES UCC services into operations:
    • Coordination with PMs delivering capability that will instantiate, significantly enhance or otherwise affect CES UCC services, and PMs delivering changes or minor enhancements to CES UCC services, as agreed through change management process;
    • Ensure financial aspects of Service Transition are agreed with respective PMs (transition from Investment funds (NSIP) to O&M funds (BC));
    • Design and implementation of a specific instance of a service delivery model needed to deliver transitioned services;
    • Development of Implementation Instructions. Defining in detail tasks that must be performed by all roles identified as needed for delivery of transitioned service, in accordance with service delivery model;
    • Developing Service Unit costs, in coordination with other Agency stakeholders (i.e., SLCM, Finance, etc.);
    • Control of the Total Cost of Ownership (TCO) of the CES UCC services.
  • Maintaining a skilled workforce:
    • Ensuring appropriate sizing and training of the assigned team based on business forecasts;
    • Validating job descriptions and training requirements for personnel involved in delivery of CES UCC services across all Agency organisational units;
    • Responsible to SStrat/SLCM for supporting development of accurate service definitions and costs to be included in service catalogue, and used for SLA/budget negotiations;
    • Deputize for higher grade staff, if required.
  • Performs other duties as may be required.

Person Specification

Qualifications Required:

You will be required to hold a Master of Science (MSc) degree in a related discipline at a nationally recognised/certified University, and 8 years post-related experience or a Bachelor of Science (BSc) degree in a related discipline at a nationally recognised/certified University, with 10 years post-related experience. Exceptionally, the lack of a degree may be compensated by a lower academic qualification combined with the demonstration of particular abilities or experience of relevance to this post, or with military experience in a related subject.

Experience Required:

In addition to at least 8 years’ relevant experience, you will need to prove:

  • Sound practical experience in the design, implementation, support, testing and maintenance of formal messaging (MMHS), Informal messaging (E-mail) and UCC tools (services and applications);
  • Sound practical experience of service delivery, service provisioning policies, methodologies, processes and tools in the areas of: formal messaging (MMHS), Informal messaging (E-mail) and UCC tools;
  • Experience in all lifecycle aspects of distributed information Systems to achieve effective service provisioning and development;
  • Knowledge of architectural design as applied to computer systems;
  • Knowledge and experience in state-of-the-art technologies, relevant to the work, including information processing and transfer of information;
  • Knowledge of ITIL v3/v2011 processes through whole service lifecycle;
  • Experience as a project team leader in major CIS projects (at least 3 years);
  • Experience in planning, design, system engineering and implementation of military, or other communication and information systems;
  • Experience in applying multi-discipline engineering and management techniques in the acquisition of complex communication and information systems;
  • Significant knowledge of international, commercial/industrial standards for information processing and transfer of information;
  • Proven ability to communicate effectively orally and in writing with good briefing skills.

It is considered desirable if you can demonstrate experience with:

  • Knowledge of cyber security techniques to protect information;
  • Knowledge of Business Intelligence and Analytics Services and Techniques;
  • Experience in providing UCC services in a Microsoft based environment engaging Active Directory, SharePoint, Exchange, Skype For Business, Instant Messaging and Galsync;
  • Knowledge of UNIX Solaris based systems;
  • Experience in providing High Grade Military Messaging and required functionality;
  • Experience in source code maintenance in one or more of the following: .NET, Power Shell, Unix Shell Scripts and C;
  • Sound knowledge of project management;
  • Practical knowledge of Microsoft Project;
  • Prior experience of working in an international environment comprising both military and civilian elements;
  • Knowledge of NATO responsibilities and organization, including ACO and ACT.

Competencies Required:

  • Deciding and Initiating Action - Takes responsibility for actions, projects and people; takes initiative and works under own direction; initiates and generates activity and introduces changes into work processes; makes quick, clear decisions which may include tough choices or considered risks;
  • Leading and Supervising - Provides others with a clear direction; motivates and empowers others; recruits staff of a high caliber; provides staff with development opportunities and coaching; sets appropriate standards of behavior;
  • Adhering to Principles and Values - Upholds ethics and values; demonstrates integrity; promotes and defends equal opportunities, builds diverse teams; encourages organisational and individual responsibility towards the community and the environment;
  • Relating and Networking - Easily establishes good relationships with customers and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humour appropriately to bring warmth to relationships with others;
  • Formulating Strategies and Concepts - Works strategically to realise organisational goals; sets and develops strategies; identifies, develops positive and compelling visions of the organisation’s future potential; takes account of a wide range of issues across, and related to, the organization;
  • Achieving Personal Work Goals and Objectives - Accepts and tackles demanding goals with enthusiasm; works hard and puts in longer hours when it is necessary; seeks progression to roles of increased responsibility and influence; identifies own development needs and makes use of developmental or training opportunities.

Language Skills:

Most of the work of the NCI Agency is conducted in the English language, and therefore a thorough knowledge of English, both written and spoken, is essential and some knowledge of French is desirable.


  • Business travel to NATO and national (NATO and non-NATO) facilities as well as frequent travel between the NCI AGENCY offices;
  • May be required to undertake duty travel to operational theatres inside and outside NATO boundaries.


NCI Agency normally offers contracts of employment of a definite duration, not exceeding three years. Contracts may be for less than three years as required to support short-term projects, meet uncertainty with respect to the business outlook, staff performance and other factors.

Definite duration contracts may be extended for further periods. When extending contracts, the following is taken into consideration:

  • Renewal is in the interest of the Agency;
  • Staff member's desire to remain with the Agency;
  • The financial situation provides sufficient funding for the post held;
  • The skills, competencies and behaviours, potential and work experience of the staff, versus the requirements of the Agency's work and/or availability of funding;
  • Staff member has served the Agency with performance to the required standard as defined by the Agency;
  • Staff member's deployability to operational theatre.

Serving civilian members of NATO will be offered a contract in accordance with the NATO Civilian Personnel Regulations.

The first six months of definite duration contracts are a probationary period. During this period the staff member's work is assessed to ensure that he/she has the ability to carry out the duties of the post. At or before the end of the probationary period, the staff member will be notified in writing that the appointment is confirmed or terminated or, in exceptional cases, that the probationary period is extended.

What do we offer?

  • Excellent tax-free salary, including (where eligible) expatriation household and children's allowances and additional privileges for expatriate staff;
  • Education allowance for children (where appropriate) and an excellent private health insurance scheme;
  • Generous annual leave and home leave (if eligible);
  • Retirement Pension Plan.

To learn more about NCI Agency and our work, please visit our website.

Please note that due to the Agency’s transition into a new structure in the near future, this post may be subject to transfer to one of our other locations, as well as to a change of reporting lines. The final decision will be made at the time of a firm offer.

The Agency’s recruitment team advises you that due to the large volume of applications it receives the screening process may take up to 2 months after closing date. We appreciate your patience.

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© EuroJobsites 2019

EuroJobsites is a UK registered company number: 4694396 VAT number: GB 880 9055 04

Registered address: EuroJobsites Ltd, Unit 8, Kingsmill Business Park, Kingston Upon Thames, London, KT1 3GZ, United Kingdom

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