Deadline Date:
Wednesday 23 July 2025
Requirement:
Assistant in Service Level and Customer Relationship Management
Location:
Mons, BELGIUM
Full Time On-Site:
Yes
Time On-Site:
100%
Not to Exceed:
45 EUR
Total Scope of the request
(hours): 800
Required Start Date:
1 September 2025
End Contract Date:
31 December 2025
Required Security Clearance:
NATO SECRET
Please do
NOT
apply for any NATO contract positions unless you meet ALL the following criteria:
- Current National or NATO SECRET clearance
- Nationality of one of the NATO member countries
- Current work visa for the specific location if applying for an in-country position.
Duties and Role:
Under the direction of the Head of Service Delivery and Support Section, the incumbent will perform duties such as the following:
Customer and Service Relationship Management support:
- Support the review and negotiation of Service Level Agreements, contributing to the translation of Customers' business requirements into IT requirements and meet the ESOC Service capacity.
- Support in cooperation to deliver live assistance and boost Customers' engagement.
- Support the development of NCI Agency Customers' business and operational requirements understanding to better tailor the ESOC Service support in IT Operations.
- Support Service Level and Customer Relationship Management knowledge-sharing across the ESOC Units.
- Support Service Catalogue Management by assisting in the yearly development / update of ESOC Service Description.
- Participate and support during the monthly and quarterly service level reports meetings.
- Support in Review the service performance reports, identify ESOC Service performance shortfalls, and support on reporting the results to ESOC Units recommending adjustments as necessary.
- Support and Contribute to general business improvement initiatives within the ESOC.
- Support and Participate in the internal organization of the Section by keeping track of assigned tasks and timelines.
- Deputize for higher grade staff, if required.
- Perform other duties as may be required
- The candidate must have a currently active NATO SECRET security clearance
- Higher vocational training in a relevant discipline with 1 years post-related experience. Or a secondary educational qualification with 3 years post-related experience.
- Experience in different type of service level agreements with at least 3 years' experience in Service Level Management including Service Level Agreements review.
- Experience with Service Level targets and Services performance reviews.
- Experience in Service Catalogue management and IT Service description review.
- Understanding of Service Delivery Plans;
- Understanding of Financial Management for IT Services.
- ITIL Foundation current certification or similar certification