The Service Delivery Manager Support role for Complementary Learning Opportunities (CLO) at NATO's NCI Academy in Oeiras, Portugal, entails a robust combination of service management, customer engagement, business intelligence, and process improvement.
This role requires experience in service delivery within a training environment, proficiency in project management, and strong customer relationship skills.
Key Duties Service Delivery Management : Oversee CLO services, manage resources, supervise delivery, and ensure alignment with the budget.
Process Improvement : Map processes, propose optimizations, and support CLO service standardization and product transition.
Customer Engagement : Develop customer personas, manage relationships, handle communications, and contribute to customer journey mapping.
Administration & Reporting : Manage Purchase Requisitions, process SNOW requests, and produce reports for dashboards.
Knowledge Sharing : Act as a central knowledge resource for other Service Delivery Managers.
Documentation : Create instructional materials for CLO services and maintain relevance of customer-facing content.
Essential Requirements Security Clearance : NATO SECRET clearance.
Experience : 2+ years in project/service management within training environments, or 6+ years without a degree.
Project Management Certification : PRINCE2 or PMP preferred.
Technical Skills : Strong proficiency in Microsoft Office (especially Excel), and PowerBI for business intelligence.
Language : Advanced English skills (NATO STANAG 6001 Level 3 or CEFR C1).
Desired Qualifications NATO Agency Experience : Prior experience with NATO operations, processes, or working with both military and civilian teams.
Tools : Familiarity with ServiceNow, JIRA, MS VISIO, and the NCI Training Management System.
Methodologies : Lean 6 Sigma, Design Thinking, and Business Relationship Management.
Contract & Application Details Location : NCI Academy, Oeiras, Portugal