Requirement: Service Level Manager
Location: Braine-l'Alleud, BELGIUM
Full Time On-Site: Yes
Time On-Site: 100%
Not to Exceed Rate: 96 EUR
Total Scope of the request (hours): 836
Required Start Date: 7 December 2026
End Contract Date: 31 December 2026
Required Security Clearance: NATO SECRET
Duties & Role:
- Responsible for monitoring end to end provision of services, ensuring that all Service Delivery entities are properly engaged in the delivery of services and providing value.
- Establishes necessary communication with Service Delivery Managers, Customers, Account Managers, Data Analysts and any other stakeholders.
- Contributes into SLA preparation and negotiations
- Develops KPIs and associates with the SLA target levels.
- Communicates with SDMs, customers and any other stakeholders and maintaining common agreement.
- Manages Agency wide KPI Catalogue
- Encourages collaboration between Service Delivery entities and performs proactive customer reviews in cooperation with Demand Management and the Service Owners.
- Main point of contact to the customer for any activities related to the Service Levels.
- Makes sure that agreed KPIs are monitored and reported.
- Translates the KPI requirements into technical terms so that KPI reporting can be automated.
- Provide guidance to the stakeholders
Skills, Knowledge & Experience:
- The candidate must have a currently active NATO SECRET security clearance
- A university degree in a relevant scientific or engineering discipline equivalent to a BSc or 5 years of relevant experience
- Sound knowledge of Service Design, Transition and Operation processes with proved experience on one of these processes;
- Sound knowledge, or experience, on Projects/Programmes/Services management best practices from a lifecycle approach;
- Experience in resource management, including the planning for and allocation of resources in organizations;
- Excellent communication skills. Proven ability to effectively communicate orally and in writing, with good briefing skills;
- Advanced organizational skills and analytical approach to problem solving
- ITIL v3 or higher Certificate
