ITIL Configuration Manager

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 NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

• Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
• 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 NATO's mission to detect, deny, and defeat threats to its communication networks.
• Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.

The program

Assistance and Advisory Service (AAS)

The NATO Communications and Information Agency (NCI Agency) is NATO’s 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. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

Role Background

NATO Communications and Information Agency (NCIA) CIS Support Unit (CSU) Northwood, located in NORTHWOOD (UK) enables end-to-end Communication and Information Systems (CIS) services via the installation, operation, maintenance and support of the full range of CIS capabilities to their operational partner, Allied Maritime Command (MARCOM).

Service Management Branch (SMB) plans, oversees, coordinates and manages delivery of the local aspects of customer-facing services. This includes consultation relative to catalogue services delivered locally on behalf of Agency Service Centres, and direct responsibility for the portfolio of non-catalogue services. The SMB is accountable for resource management (financial and human resources), change and configuration management, as well as planning in support of local projects, exercises and Agency initiatives. Head SMB is accountable, on behalf of the CSU Commander, for Business Relationship Management (BRM) as the primary point of contact for the escalation of BRM issues, and locally responsible for customer satisfaction. NCIA in support to all customer entities in the NATO Command Structure (NCS) carries out the configuration control of the entire NATO CIS architecture and baselines. NCIA is accountable for the Configuration Management process and is responsible for its execution. Configuration Management is closely linked to IT Change Management, which controls the changes to Configuration Items.

The Change and Configuration Management function (CCMF) within SLM section is consulted in relation to enterprise configuration and change management activities, and responsible for local configuration and change management activities. In this context, the CCMF evaluates and plans changes to ensure standardization and coherence, as well as ensure that customers’ operational activities are not negatively impacted and/or changes meet customer expectations. The CCMF primarily interfaces with the SLMS and Plans, Projects and Exercise Support Section (P2ESS). The CCMF contributes to the maintenance of the local segment of the configuration management database or similar tool. The CCMF supports both local and enterprise projects by providing current local configuration management expertise/information. The CCMF is also responsible for management of the local application portfolio, as required, and may support enterprise licensing and application portfolio management when necessary.

Role Duties and Responsibilities

• Configuration Management (Planning, Identification, Control, Status Accounting Verification and Audit) for assigned Services, Systems and CIs, including software licence management.
• Plans and define Configuration Management purpose, scope, objectives, policies and procedures with the relevant organisational and technical considerations.
• Identify the configuration structures for all infrastructure CIs, including their owners, their interrelationships and configuration documentation.
• Manage up to 7000 CIs.
• Modify and maintain baseline reference documentation, records and drawings.
• Develop, communicate and maintain up to date Configuration Management Standard Operating Procedures (SOP).
• Develop and maintain Configuration Management Plan.
• Day-to-day Configuration Management activities in compliance with the established Configuration Management Plan. These activities to include: Update and/or oversee updating of, the CMDB as the unique source of all assets (e.g. services, applications, and hardware infrastructure), all Configuration Items and their relationships.
• Perform configuration control, configuration status accounting, and configuration audit tasks.
• Ensure that impact and scope of proposed changes (RfCs) in terms of related Configuration Items are known prior to changes being authorised, that all Configuration Items in scope of a change are fully controlled, and that all changes to the ICT environment are recorded, adequately documented, and reflected accurately in the CMDB. Ensure that only authorised and identifiable CIs are accepted and recorded in the CMDB and that these are managed for their entire lifecycle from receipt to disposal. Ensures that no CI is added, modified, replaced or removed without appropriate controlling documentation (an approved Change Request and updated specification, where appropriate).
• Update CMDB within 5 days of change approval. Keep up to date record (Log) of CMDB changes the decisions.
• Deputises for CSU NWD Change Manager. Actions Change Management functions and responsibilities when required.
• Plan, Schedule, Organise and Perform monthly CMDB/ CIs Audits for up to 10% of total CMDB plus re-audit rectification of deficiencies from previous last Audits to ensure 100% audit in a year.
• Oversight of local application portfolio (AFPL). Maintain the Approved Fielded Product List (AFPL).
• Liaise with other stakeholders in order to renew software licences in accordance with extant customer agreements.
• Provide management reports, impact analysis reports, and configurations status reports on a regular basis and on the request within 2 working days from the request. Provision of full CMDB Audit report of CIs by 1 Feb. Provide reports for all current and historical data for each CI throughout its lifecycle.
• Liaise with NCI Agency CIS Configuration Control Board (CCB) for bi-directional information exchange on approved RfCs/CCPs
• Support Service Transition (site surveys, project inputs, release planning)
• Act as a local IKM officer for CSU Northwood. Setup and control Local access for NS EDMS/NIP and on NR SharePoint sites. Support the implementation of the Data Management aspects of the Information, Knowledge and Data Management Strategy and related plan. Acts as the primary interface for the data management and supports local SharePoint sites. Train and advice CSU staff on NCIA IKM practices. Develop, maintain and optimize CSU NWD’s site collection. Supervise the content management workspaces and team sites.

Essential Skills and Experience

• ITIL4 Foundation Certification.
• Five years of experience as an ITIL Configuration Manager.
• Practical experience in the usage of service management tools for Change and Configuration Management.
• Have significant experience working (minimum 2 years) with confederated CMDB structures (i.e. unified and consolidated CMDB build from different data-sources) and using automated asset discovery tools.
• Experience in the operation of Change Advisory Boards.
• Expertise in the installation and maintenance of system software such as operating systems, data management products, office automation products and other utility software.
• Knowledge of the operation and control of all equipment within an IT network infrastructure to include data backup and restore, production of network performance statistics, provision of network diagnostic information, and site surveys.
• Ability to work independently and manage multiple tasks simultaneously.
• Demonstrated ability to work collaboratively in a team environment and interact positively with multiple departments
• Excellent written and verbal communication skills, capable of conveying complex technical information in a user-friendly manner
• Demonstrated ability to handle stressful situations with calmness, ensuring the user feels supported throughout their interaction. Empathetic and patient, understanding the frustrations users may feel and aiming to alleviate them. Positive attitude and a genuine desire to assist and educate users.
• Strong analytical skills, capable of quickly identifying issues and determining the most efficient resolution.
• The resource should be in reasonable physical fitness to enable lift and movement of CIS equipment up to 25 kilos

Desirable Skills and Experience

• ITIL 4 Specialist: Plan, Implement, and Control Certification
• ITIL® 4 Practitioner: Change Enablement Training
• Knowledge and experience of working with NCI Agency.
• Knowledge and experience of using NCIA Configuration Management tools (LAN Sweeper and Microsoft Endpoint Configuration Manager) and ITSM tool including BI Reports.
• Knowledge and experience of working within a CIS Support Unit.
• Knowledge and experience with agile implementation methodology

Education

• Higher vocational training in a technical discipline with 3 years post-related experience. Or a secondary educational qualification with 5 years post-related experience.

Language Proficiency

• Business English

Working Location

• Northwood, UK

Working Policy

• On-Site
• Some working off-site may be required.
• Some public holiday working may be required.

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance