C004950 Service Level Manager (NS) - TUE 3 Nov RELAUNCH

EMW, Inc.; Eigenbrakel; On-site; EUR 90,000 - 120,000; Full time

Job summary

EMW, Inc. is seeking a Service Level Manager to oversee end-to-end service delivery, engage with Service Delivery Managers and customers, and drive SLA negotiations with a focus on KPI development and reporting. The role requires NATO SECRET clearance, a relevant degree, and ITIL certification.

On-site work in BE is expected, with 100% time on-site. The candidate will translate KPI requirements into technical terms to enable automated reporting and will lead stakeholder communications and KPI

Qualifications

• Active NATO SECRET clearance required.
• University degree in a relevant scientific or engineering discipline (BSc) or equivalent to 5 years of experience.
• Sound knowledge of Service Design, Transition and Operation processes with proven experience on at least one.
• Experience in lifecycle management of projects/programmes/services.
• Strong communication skills, both written and oral, with ability to brief stakeholders.

Responsibilities

• Monitor end-to-end provision of services and ensure engagement of Service Delivery entities.
• Establish communication with Service Delivery Managers, Customers, Account Managers, Data Analysts and stakeholders.
• Contribute to SLA preparation and negotiations.
• Develop KPIs and align with SLA targets.
• Translate KPI requirements into technical terms for automated reporting.
• Provide guidance to stakeholders and maintain the KPI Catalogue.
• Foster collaboration between Service Delivery entities and perform proactive customer reviews.

Skills

NATO SECRET

Service management

ITIL certified

Stakeholder comms

KPI reporting

Resource planning

Communication skills

Analytical mindset

Education

BSc or 5 years experience

Job description

Submitted candidates were found not compliant due to the following:

• The candidate doesn't meet the major SLM requirements such as proven track of SLM experience - no hands-on experience in negotiations and reporting.
• The candidate doesn't meet dedicated SLM experience.
• The candidate has been interviewed but his responses lacked knowledge of basic concepts regarding SL reporting.
• The candidate has been interviewed but her technical experience and education are not aligned with SLM requirements (especially on SLA negotiations) and doesn't meet the expectation of having hands-on experience..
• The candidate doesn't meet the basic requirement of holding an ITIL certificate or any equivalent SM certificates.

Deadline Date: Tuesday 3 November 2026

Requirement: Service Level Manager

Location: Braine-l'Alleud, BE

Full Time On-Site: Yes

Time On-Site: 100%

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