Manager, NATO GovSat Service Delivery

ROLE DESCRIPTION SUMMARY

After 15 years of experience provisioning satellite communications (SATCOM) services, NATO developed a new satellite services project to provide the Alliance with improved SATCOM capabilities, called NATO SATCOM Services 6th Generation (NSS6G). Currently including four national satellite communications systems (France, Italy, United Kingdom and United States), consortium soon to be reinforced by Luxembourg and Spain. The role of the NATO GovSat Service Delivery Manager is to champion the users’ current and future needs within the LGS/SES business ecosystem and be the primary communication channel in respect of NATO Satcom Services delivered to the user community, acting as part of the Joint Service Delivery Office (JSDO), interfacing with the NATO Communication and Information Agency’s (NCIA) service delivery managers. Provides coordination and management for all Service Delivery aspects of satellite services provided by the Luxembourg Defence post-contract to NATO users. The NATO GovSat Service Delivery Manager will be a key member of the Service Delivery Management Team who are based at GovSat Main Operations Centre at Betzdorf. The NATO GovSat Service Delivery Manager will be based in Mons, Belgium, embedded in the NCIA at the Supreme Headquarters Allied Powers Europe (SHAPE) working alongside his international SATCOM nation’s representatives. The NATO GovSat Service Delivery Manager will be required to travel to NATO meetings.

You will be responsible for (this is not an exhaustive list):

• On behalf of Luxembourg Defence as the LU national provider representative within the JSDO, the NATO  Service Delivery Manager general responsibilities are:
• Managing the delivery of the NATO Satcom Service requirements to the user
• Provide specialist operational planning support for GOVSAT services during complex NATO scenario planning
• Ensuring problems are resolved to User (and, where applicable, User) satisfaction when faults/complaints are reported
• Achieving direct and close liaison with all Users with regard to current and future requirements
• Liaise with Engineering/Solutions teams for the specification, design, development, testing and acceptance of new hardware and software systems as well as Link Budgets
• Maximise utilisation, and NATO User satisfaction regarding satellite services
• Reporting on satellite service performance employing internal reporting tools
• Get involved in the Quality-environment system and propose improvements
• Undertakes to comply with the relevant provisions of the Quality-Environment System and their possible adaptation
• As lead for satellite services provided by the Luxembourg Defence, manage all aspects of the day-to-day delivery of the capacity to contracted standards and user satisfaction – detailed responsibilities are:
• Liaise regularly with key stakeholders, to capture the NATO SHF/UHF Satellite Information Exchange Requirement (IER) and manage delivery according to specifications, reporting capacity usage and availability on a quarterly basis
• Verify the feasibility of new or modified capability requests and determine the optimum solution for the delivery of those requests, supporting LU based team in matters of geolocation activities
• Provide reports in accordance with NATO Satellite Operating Framework (NSOF) and Standard Operating Procedures (SOP) to the JSMO and National MoD’s
• Act in accordance with procedures contained in NSOF and SOP’s to co-ordinate actions and responses of NSCC’s and the NCIA for the continued delivery of capacity in the event of spacecraft and/or network anomalies
• Provide 24/7 on-call cover, outside of normal office hours, on a 1 in 6 basis with JSDO colleagues
• Ensure that the Customer and User experience of GovSat meets agreed QoS and availability
• Drive understanding, interest and full appreciation of the satellite services provided by the Luxembourg Defence, as key representative, within the respective Customer and User groups

YOUR PROFILE

Must Have:

• Strong aptitude for a systems approach to problem solving, and good analytical skills
• Excellent written and oral communication skills
• Strong user focus and high operational awareness
• Ability to work both in a team and independently as required (the incumbent will act as a lone worker during some shifts)
• Self-motivation, attention to detail and accuracy, ability to prioritise
• Flexibility and stress resistance, adapting to varying working times
• Motivated to continuously acquire new knowledge and skills, fostering innovation
• Bachelor’s Degree in Engineering / Computer Science, or equivalent qualifications and/or experience
• NATO Secret clearance is mandatory
• Minimum 10 years working experience in a relevant or similar position, with at least two years of work experience in the Telecommunication Industry (experienced technician)
• Experience in operating satellite platforms, including VSAT and associated systems
• Good knowledge of satellite communications techniques, architecture and protocols, SHF/UHF operations, RF Geolocation, IT/IP networking and/or systems, platforms and internet infrastructure
• Working knowledge of Carrier Monitoring systems and functionality, systems and server infrastructure

Nice to Have

• French, German or other languages are an asset
• Understanding of the unique demands of working within the Governmental institutional area

WHAT’S IN IT FOR YOU

• Flexible working policy
• Bonus plan
• Comprehensive and competitive benefits plan
• A range of wellness activities and employee assistance programs 
• An employer that values all aspects of Diversity and respects every individual’s story

GOOD TO KNOW

Embark on a career with us, where diversity isn't just a buzzword – it's our driving force. We are crafting a workplace mosaic that values every hue, background, and perspective. Join a global team where inclusivity sparks innovation, and individuality is not only embraced but celebrated. At SES we are committed to hiring inspiring individuals from all backgrounds. We take great pride in creating safe and inclusive processes and we support the recruitment, retention, and evolution of all employees irrespective of gender, colour, race, ethnicity, religion, sexual orientation, disability, veteran or marital status, background or walk in life.