Security-Cleared IT Service Level Lead (Belgium, On-site)

NextLink Group; Waals-Brabant; On-site; EUR 70,000 - 110,000; Full time

Job summary

Nextlink is seeking an experienced Service Level Manager to oversee end-to-end IT service delivery performance within a Belgium on-site environment. You will coordinate service delivery entities, develop and negotiate SLAs, establish KPIs, and ensure accurate monitoring and reporting of performance across the organization.

The role requires ITIL knowledge, strong stakeholder engagement, and the ability to translate business reporting needs into technical specifications for automated reporting.

Qualifications

• Experience with IT service management principles.
• Knowledge of Service Design, Transition and Operation.
• Ability to monitor end-to-end service provision and coordinate multiple entities.
• Proven ability to translate business reporting needs into technical specifications.
• Excellent stakeholder management and communication skills.
• NATO Secret security clearance.
• Ability to develop, maintain and manage KPIs.
• Experience in SLA preparation and governance.

Responsibilities

• Oversee end-to-end service delivery and engage all delivery entities.
• Maintain communication with Service Delivery Managers, customers, and stakeholders.
• Prepare, review and negotiate SLAs; develop KPIs.
• Manage the organisation-wide KPI catalogue.
• Coordinate KPI definitions, targets and reporting expectations.
• Promote collaboration and proactive service reviews.
• Act as primary contact for service-level management.
• Translate KPI reporting into technical specifications for automation.
• Provide guidance on service management practices and SLA compliance.

Skills

IT Service Management

Stakeholder Management

KPI Development

SLA Management

Analytical Thinking

Communication Skills

Organization & Planning

Project/Service Management

Security Clearance

Education

ITIL v3 or higher certificate

Job description

Nextlink is seeking an experienced Service Level Manager to oversee end-to-end IT service delivery performance within a Belgium on-site environment. You will coordinate service delivery entities, develop and negotiate SLAs, establish KPIs, and ensure accurate monitoring and reporting of performance across the organization.

The role requires ITIL knowledge, strong stakeholder engagement, and the ability to translate business reporting needs into technical specifications for automated reporting.