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

EMW; Eigenbrakel; Remote; EUR 70,000 - 100,000; Full time

Job summary

EMW is seeking a Service Level Manager in Belgium to oversee end-to-end service delivery and ensure value across the organization. The role requires active NATO SECRET clearance and an ITIL-certified background.

You will coordinate with Service Delivery Managers, customers, and data analysts to negotiate SLAs, develop KPIs, and ensure KPI reporting accuracy. The position demands strong communication and analytical skills for proactive reviews.

Qualifications

• Active NATO SECRET clearance is required.
• University degree in a relevant scientific or engineering discipline.
• Sound knowledge of Service Design, Transition and Operations processes.
• Experience in resource management and lifecycle project management.
• Excellent written and oral communication skills.

Responsibilities

• Monitor end-to-end service delivery and engage all Service Delivery entities to ensure value.
• Communicate with Service Delivery Managers, Customers, Account Managers, Data Analysts and stakeholders.
• Contribute to SLA preparation and negotiations.
• Develop KPIs and align them with SLA targets.
• Translate KPI requirements into technical terms to enable automated reporting.
• Maintain the Agency KPI Catalogue and facilitate cross-team collaboration.
• Be the main point of contact to the customer for SLA activities.

Skills

NATO SECRET clearance

Communication skills

ITIL certification

University degree

SLA/Service design

Education

BSc or equivalent in science/engineering

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