Deadline Date:
Friday 17 October 2025
Requirement:
Service Level Manager
Location:
Braine L'Alleud, BELGIUM
Full Time On-Site:
Yes
Time On-Site:
100%
Not to Exceed:
79 EUR
Total Scope of the request
(hours): 160
Required Start Date:
24 November 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
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 Monitoring, Analysis and Reporting Section, the incumbent will perform duties such as the following:
Service Level Management:
- Contributes into SLA preparation and negotiations.
- Main point of contact to the customer for any activities related to the SLAs. Ensures monitoring and reporting of agreed KPIs, provision of services, and quality of delivered services.
- Provides suitable guidance to other service management processes especially after SLA violations. Initiates Continual Service Improvement (CSI) action when appropriate.
- Translates the KPI requirements into technical terms to enable automation of KPI reporting.
- Supports SLM strategy and ensure coherency through the customer services catalogue, SLAs, reports and data analysis activities.
- Manages Agency wide KPI Catalogue.
- stablishes necessary communication with Service Delivery Managers (SDM), Customers, Account Managers, Data Analysts and other stakeholders to review updates on SLA performance, cost and measurement based on service delivery controls and targets achievement as agreed in the Delivery Plan, acting as orchestrator of Service Delivery to the Customer.
- Ensures that all Service Delivery entities are properly engaged in the delivery of services and providing value to the customers.
- Encourages collaboration between Service Delivery entities and performs proactive customer reviews in cooperation with Demand Management and the Service Owners.
- Actively supports and engages with experts and stakeholders to ensure continuous improvements are identified through review and benchmarking processes.
- Provides input to the service continuity planning process and resulting plans.
- Contributes to the availability management process and its operation and performs defined availability management tasks.
- Analyses service and component availability, reliability, maintainability and serviceability.
- Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels.
- Oversees and measures the fulfilment of contractual obligations.
- Uses key performance indicators (KPIs) to monitor and challenge performance and identify opportunities for continuous improvement.
- Develops strategies to address under-performance and compliance failures, including application of contract terms.
- Identifies where changes are required, evaluates the impact, and advises stakeholders about the implications and consequences for the business and/or the procurement element of programmes/projects.
- Negotiates variations and seeks appropriate authorisation.
- Actively supports and engages with experts and stakeholders to ensure continuous improvements are identified through review and benchmarking processes.
- Develops and implements change management protocols.
- Drafts, advises or maintains policy, standards and procedures for the customer service functions as applicable.
- Responsible for day-to-day management and work allocation to meet customer satisfaction.
- Specifies, agrees and applies standards.
- Ensures that tracking and monitoring of performance is carried out, metrics and reports are analysed, and issues are resolved
Skill, Knowledge & Experience:
- The candidate must have a currently active NATO SECRET security clearance
- A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 3 years post-related experience.
- Or exceptionally, the lack of a university degree may be compensated by the demonstration of a candidate's particular abilities or experience that is/are of interest to NCI Agency, that is, at least 10 years extensive and progressive expertise in duties related to the function of the post.
- Sound knowledge of ITIL processes with proven experience on one of these processes.
- Sound knowledge and experience on IT Service Management.
- Experience in SLA negotiations and in customer relationship management.
- Experience in both executive and operational level reporting,
- Experience in writing SOPs, AIs, Requirements documentation and understanding translations into technical solutions.
- Excellent communication skills. Proven ability to effectively communicate orally and in writing, with good briefing skills.
- Experience in managing and supervising multidisciplinary teams.
- Sound experience in reporting and use of BI tools.
- Previous work with managing SLAs and OLAs.
- Advanced organizational skills and analytical approach to problem solving.
- Experience with SLM module of ITSM tools as well as SharePoint administration;
- Prior experience of working in an international environment comprising both military and civilian elements;
- Knowledge of NATO responsibilities and organization, including ACO and ACT.