Requirement: Service Level Manager
Location: Bydgoszcz, POLAND
Full Time On-Site: Yes
Time On-Site: 100%
Not to Exceed Rate: 57 EUR
Total Scope of the request (hours): 1115
Required Start Date: 25 May 2026
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 & Role:
- Monitor and analyse CIS service performance against agreed SLAs, including availability, response times, resolution times, and overall service quality metrics.
- Produce regular service performance reports, including Quarterly Service Level Reports (QSLR), identifying SLA compliance, trends, risks, and required corrective actions.
- Act as the primary interface between Operational Partners and technical teams regarding service delivery matters.
- Conduct regular service review meetings with Operational Partner counterparts, including preparation of materials, presentation of service performance and documentation of agreed actions.
- Coordinate with operational and technical teams to ensure service delivery aligns with agreed priorities, commitments and SLA targets.
- Track and follow up on incidents, problems, and service requests impacting service performance and SLA compliance.
- Support the change management process by reviewing CRQs and WOs for potential service impact, ensuring changes are scheduled to minimize disruption.
- Validate post-change service performance and confirm that agreed service levels are maintained.
- Identify trends, recurring issues, and systemic weaknesses through analysis of service data and Operational Partner feedback.
- Propose and support implementation of service improvement initiatives to enhance service performance, reliability and Operational Partner satisfaction.
- Maintain and update service management documentation, including service descriptions, reporting artefacts and procedures.
Skill, Knowledge & Experience:
- The candidate must have a currently active NATO SECRET security clearance
- Proven experience in IT service management with focus on Service Level Management and SLA monitoring.
- Strong understanding of ITIL processes (Service Level Management, Incident Management, Change Management).
- Experience in preparing service reports (including quarterly reporting) and conducting stakeholder review meetings.
- Ability to analyse service performance data and drive continuous improvement actions.
- Strong stakeholder engagement and communication skills.
- Proficiency in English (NATO 3333).
