Service Level Manager

Spektrum; Eigenbrakel; On-site; EUR 70,000 - 110,000; Full time

Job summary

You will lead dashboard development efforts in a military IT environment, work with stakeholders, and ensure high availability. Onsite location in Belgium is expected.

Qualifications

• University degree in a relevant scientific or engineering discipline or 6+ years of experience.
• Proven experience designing dashboards and KPIs/KQIs.
• Experience in leading dashboard development teams in demanding environments.
• Sound knowledge of ITIL processes and service level management.
• Proficiency with BI tools (Power BI, Tableau) and UX deliverables.
• Strong written and oral communication skills.

Responsibilities

• Analyze user feedback and usage patterns to identify dashboard improvements.
• Update the dashboard with new/updated KPIs.
• Interface design and development to display service performance across providers.
• Maintain dashboard and manage user feedback, incidents, and support requests.

Skills

Dashboard design

UX design

KPIs & KQIs

BI tools

Dashboard development

Communication

Team leadership

Education

BSc or equivalent

Tools

Power BI

Tableau

Job description

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

Who we are supporting

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

• Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
• Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
• Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.
• Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.

The program

Assistance and Advisory Service (AAS)

The NATO Communications and Information Agency (NCI Agency) is NATO’s principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.

To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

Role ID – 2026-0126

Role Background

Enterprise Service Performance Dashboard Services aims to maintain and improve the existing NATO Enterprise Service Performance tools and processes.

Role Duties and Responsibilities

A-3.1 Additional Dashboard Features and UX Improvement

• Analyze user feedback and initial usage patterns to identify areas for improvement and additional features within the dashboard.
• Update the Dashboard with the new/updated KPIs.

A-3.2 Interface Design & Development

• Share the draft standard with the given stakeholders to collect feedback/comments, conduct clarification meetings, and address the comments.

A-3.3 Interface Implementation

• Adapt the Dashboard (i.e. UX and Data Model) to be able to display the service performance of all services delivered. This includes all the services offered by all Service Providers and the associated existing KPIs.

A-3.4 Dashboard Maintenance and Managing User Feedback

• Any reported incidents on the dashboard issues, and dashboard access or user training requests. Maintenance and user support efforts will be aligned with below listed KPIs and target levels:
• Availability: 99.5%
• Incident resolution time: Default priority to be Low (P4) at initial ticket creation, Resolution Time target level is 5 working days and target level for resolution rate set to 80%

Request fulfilment time: Service requests are categorized as simple and resolution rate is set to 80%

Essential Skills, Experience and Certifications

• A university degree in a relevant scientific or engineering discipline equivalent to a BSc or 6+ years of relevant experience in the following areas;
• Sound knowledge and provable experience with KPIs, KQIs;
• Provable experience on designing and facilitating the implementation of Dashboards;
• Sound knowledge and wide-experience with KPIs & KQIs and formal reporting on User Experience;
• Experience in leading Dashboard development teams and working groups in military IT environments;
• Experience in leading and instructing technical teams implementing KPIs and KQIs;
• Sound knowledge of Dashboard UX Design, Transition and Operation processes with proven experience on one of these processes;
• Sound knowledge of ITIL processes with proven experience on one of these processes;
• Sound knowledge and experience of IT Service Level Management;
• Experience in writing UX Deliverables, Requirements documentation and understanding translations into technical solutions;
• Proven ability to effectively communicate orally and in writing, with good briefing skills;
• Sound experience in reporting and use of BI tools;
• Advanced organizational skills and analytical approach to problem solving;
• Sound knowledge and experience with monitoring tools and techniques on measuring service quality.

Working Location

• Braine L’Alleud, Belgium and Brussels, Belgium

Working Policy

• Onsite

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Cosmic Top Secret personal security clearance