Service Delivery Support

C004760 Service Delivery Support Key Duties & Responsibilities

1. Application Support & Maintenance

• Monitor applications for performance, resource usage, and failures
• Handle incident, problem, and change management
• Troubleshoot software issues and provide user support (1st & 2nd line)
• Maintain backup and recovery procedures
• Document issues, fixes, and technical activities

2. Monitoring & Operations

• Track operational status and respond to system alerts
• Use diagnostic tools to identify and resolve issues
• Support continuous system improvement through monitoring insights

3. Deployment & Release Management

• Install, configure, and maintain build and deployment pipelines
• Manage software releases, updates, and deactivations
• Configure and integrate software applications
• Ensure deployment prerequisites and processes are followed
• Support testing and validation of releases
• Prepare deployment procedures and fallback plans

4. Configuration & Integration

• Maintain software configurations for deployment
• Support integration of applications across systems
• Record and document configuration and deployment activities

5. Collaboration & Support

• Work with teams to review technical work
• Provide flexible support aligned with operational needs

Requirements

Education

• Higher vocational training  3 years experience, OR
• Secondary education  5 years experience

Experience

• Minimum 3 years in large IT environments, including:
  • Software operation, testing, and maintenance
  • Distributed/networked systems

Technical Skills

Systems & Infrastructure

• Windows and Linux systems (including vSphere, Active Directory)
• DNS, access control, and basic hardware/networking

DevOps & Containers

• Kubernetes and Docker
• CI/CD pipelines (e.g., Jenkins, GitLab)
• Deployment in isolated environments

Databases & Applications

• Microsoft SQL Server (RDBMS administration)
• Web-based applications and systems

Support & ITSM

• Incident and problem management
• Knowledge-base usage and documentation
• IT service management tools

Interoperability & Security

• Data/system interoperability standards
• Cross-domain security and information exchange

Communication

• Strong written English for technical documentation

Desirable Experience

• NATO or defence environment experience
• TOPFAS
• Server clustering and networking
• Security assurance for military systems
• Multi-user container environments

Certifications (Desirable)

• Microsoft (Windows, SQL Server, Azure)
• Linux certifications
• Cloud platforms (AWS, Google Cloud)

Work Conditions

• Location: The Hague, Netherlands
• On-site: 100%
• Duration: 21 May – 30 December 2026
• Total hours: 836
• Environment: Office-based
• Security clearance: NATO Secret
• Grade: NATO G20

Key Competencies

• Application support and troubleshooting
• DevOps and deployment pipeline management
• System administration (Windows/Linux)
• Incident and change management
• Documentation and technical communication
• Working in secure, distributed environments