C003711 Assistant in Svc Level and Customer Relationship (NS) BELGIUM - 23 July

C003711 Assistant in Svc Level and Customer Relationship (NS) BELGIUM - 23 July

Contract Type:

Contractor

Location:

Mons - Mons, Belgium

Industry:

NATO

Contact Name:

Tim Lane

Contact Email:

tim@plr.ltd

Contact Phone:

Tim Lane

Date Published:

11-Jul-2025

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:

  1. Current National or NATO SECRET clearance
  2. Nationality of one of the NATO member countries
  3. Current work visa for the specific location if applying for an in-country position.
Any applications that do NOT meet all the above – and do not CLEARLY show these on the CV - will be deleted.

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.
Service Performance and Reporting support:
  • 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.
Business Improvement and Internal Organization:
  • 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.
Miscellaneous Duties:
  • Deputize for higher grade staff, if required.
  • Perform other duties as may be required
Requirements: Skill, Knowledge & Experience:
  • 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

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