IT Service Management Lead (Service Design, Transition, Operations) for NATO with security clearance

Wlgroup; Eigenbrakel; Sur place; EUR 70 000 - 90 000; Plein temps

Résumé du poste

Wlgroup, a multinational defence organisation near Brussels, is looking for a Service Level Manager to ensure IT services deliver what is promised and that the numbers reflect it clearly to stakeholders.

You will own services end-to-end, help negotiate SLAs, define KPIs and targets, run the KPI catalogue, and be the main customer contact on service levels, leading reviews with demand management and service owners, and translating KPI needs into actionable reporting.

Qualifications

• Degree in a scientific or engineering field, or 5 years of relevant experience.
• Solid knowledge of service design, transition and operation.
• Experience in project, programme or service management across the lifecycle.
• Experience planning and allocating resources.
• Clear communication in writing and in person, including briefing senior stakeholders.
• Strong organisation and an analytical approach to problems.
• An ITIL v3 or higher certificate is a plus.

Responsabilités

• End-to-end ownership of each service and coordination with delivery teams.
• Define KPIs and target levels behind SLAs.
• Run the organisation-wide KPI catalogue and ensure accuracy.
• Be the main contact for customers on service levels.
• Hold regular customer reviews with demand management and service owners.
• Translate KPI requirements into technical specifications for reporting.
• Align delivery managers, account managers and analysts on a single view.

Connaissances

Service design

Project management

Communication

Organisational skills

Analytical thinking

Service management

Stakeholder briefing

Formation

Science or Engineering degree

5 years of relevant experience alternative

Description du poste

Service levels only mean something when someone owns them. This role does.

A multinational defence organisation near Brussels is looking for a Service Level Manager to make sure its IT services deliver what was promised, and that everyone involved can see it in the numbers.

What you would be doing

• Following each service from end to end and making sure every delivery team plays its part
• Helping prepare and negotiate SLAs, and defining the KPIs and target levels that sit behind them
• Running the organisation-wide KPI catalogue and keeping it accurate
• Being the main contact for customers on anything to do with service levels
• Holding regular customer reviews together with demand management and service owners
• Turning KPI requirements into technical specifications so reporting can be automated
• Keeping service delivery managers, account managers and analysts aligned on one agreed picture

What you would bring

• A degree in a scientific or engineering field, or 5 years of relevant experience instead
• Solid knowledge of service design, transition and operation, with hands-on experience in at least one
• Good grounding in project, programme or service management practice across the lifecycle
• Experience planning and allocating resources
• Clear communication in writing and in person, including briefing senior stakeholders
• Strong organisation and an analytical approach to problems
• An ITIL v3 or higher certificate is a plus

Why this one is worth a look

A role with real ownership: you set the measures that a large international IT organisation is judged by, and you are the person customers turn to.