IT Service Level Manager: SLA & KPI Champion

Next-Link; Waals-Brabant; On-site; EUR 60,000 - 90,000; Full time

Job summary

Nextlink is seeking an experienced Service Level Manager to oversee end-to-end IT service delivery performance in a security-sensitive Belgian environment. You will coordinate multiple delivery entities, support SLA development, and establish meaningful KPIs with robust reporting capabilities.

The role requires ITIL knowledge, strong governance and stakeholder-management skills, and the ability to translate business reporting needs into automated technical specifications.

Qualifications

• Experience in IT service management across design, transition and operation.
• Proven ability to develop and negotiate SLAs and KPIs.
• Strong stakeholder engagement and governance capabilities.
• Ability to translate business needs into technical reporting specifications.

Responsibilities

• Oversee end-to-end service delivery and ensure value across entities.
• Communicate with Service Delivery Managers, customers and stakeholders.
• Prepare, review and negotiate SLAs; align KPIs with targets.
• Maintain the global KPI catalogue for consistency and accuracy.
• Lead proactive service reviews and reporting with stakeholders.
• Translate reporting needs into technical specifications for automation.
• Provide guidance on service management and continuous improvement.
• Act as primary contact for service-level matters and governance.

Skills

IT Service Management

ITIL v3+

Stakeholder Management

SLA & KPI Definition

KPI Reporting

Security Clearance

Job description

Nextlink is seeking an experienced Service Level Manager to oversee end-to-end IT service delivery performance in a security-sensitive Belgian environment. You will coordinate multiple delivery entities, support SLA development, and establish meaningful KPIs with robust reporting capabilities.

The role requires ITIL knowledge, strong governance and stakeholder-management skills, and the ability to translate business reporting needs into automated technical specifications.