Service Level Manager for NATO with security clearance

Wlgroup; Eigenbrakel; Sur place; EUR 40 000 - 60 000; Plein temps

Résumé du poste

A leading international intergovernmental organization in Belgium is seeking a Service Level Manager to oversee the design and implementation of Service Level Agreements (SLAs). This role entails managing customer relationships, ensuring high-quality service delivery, and driving continuous improvements. Candidates should possess strong ITIL knowledge and experience in SLA negotiations, combined with excellent communication skills. The position offers a great opportunity for growth and engagement in a dynamic environment.

Qualifications

• Minimum Bachelor's degree and 3 years post related experience or 10 years extensive experience.
• Sound knowledge of ITIL processes with proven experience.
• Experience in SLA negotiations and customer relationship management.

Responsabilités

• Oversee the design and implementation of SLAs.
• Primary contact for customers regarding SLAs.
• Supports Continuous Service Improvement actions.

Connaissances

Knowledge of ITIL processes

IT Service Management

SLA negotiation experience

Excellent communication skills

Experience in managing multidisciplinary teams

Formation

Bachelor's degree in a related discipline

Outils

BI tools

ITSM tools

Description du poste

Would you like to join the leading international intergovernmental organization?

The Service Level Manager is responsible for overseeing the design, implementation, monitoring, and continual improvement of Service Level Agreements (SLAs) and related Service Management processes. This role acts as the primary point of contact for customers concerning SLAs, ensuring high-quality service delivery, compliance, and strategic alignment through performance measurement, reporting, and stakeholder engagement.

Responsibilities:

• Contributes into SLA preparation and negotiations.
• Main point of contact to the customer for any activities related to the SLAs.
• Ensures monitoring and reporting of agreed KPIs, provision of services, and quality of delivered services.
• Provides suitable guidance to other service management processes especially after SLA violations.
• Initiates Continual Service Improvement (CSI) action when appropriate.
• Translates the KPI requirements into technical terms to enable automation of KPI reporting.
• Supports SLM strategy and ensure coherency through the customer services catalogue, SLAs, reports, and data analysis activities.
• Manages Agency wide KPI Catalogue.
• Establishes necessary communication with Service Delivery Managers (SDM), Customers, Account Managers, Data Analysts and other stakeholders to review updates on SLA performance, cost and measurement based on service delivery controls and targets achievement as agreed in the Delivery Plan, acting as orchestrator of Service Delivery to the Customer.
• Ensures that all Service Delivery entities are properly engaged in the delivery of services and providing value to the customers.
• Encourages collaboration between Service Delivery entities and performs proactive customer reviews in cooperation with Demand Management and the Service Owners.
• Actively supports and engages with experts and stakeholders to ensure continuous improvements are identified through review and benchmarking processes.

Continuity Management:

• Provides input to the service continuity planning process and resulting plans.

Availability Management:

• Contributes to the availability management process and its operation and performs defined availability management tasks.
• Analyses service and component availability, reliability, maintainability and serviceability.
• Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels.

Contract Management:

• Oversees and measures the fulfilment of contractual obligations.
• Uses key performance indicators (KPIs) to monitor and challenge performance and identify opportunities for continuous improvement.
• Develops strategies to address under-performance and compliance failures, including application of contract terms.
• Identifies where changes are required, evaluates the impact, and advises stakeholders about the implications and consequences for the business and/or the procurement element of programmes/projects.
• Negotiates variations and seeks appropriate authorisation.
• Actively supports and engages with experts and stakeholders to ensure continuous improvements are identified through review and benchmarking processes.Develops and implements change management protocols.

Customer Service Support:

• Drafts, advises or maintains policy, standards and procedures for the customer service functions as applicable.
• Responsible for day‑to‑day management and work allocation to meet customer satisfaction.
• Specifies, agrees and applies standards.
• Ensures that tracking and monitoring of performance is carried out, metrics and reports are analysed, and issues are resolved.

Essential Qualifications & Experience:

A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 3 years post‑related experience. Or exceptionally, the lack of a university degree may be compensated by the demonstration of a candidate's particular abilities or experience that is/are of interest to NCI Agency, that is, at least 10 years extensive and progressive expertise in duties related to the function of the post.

• Sound knowledge of ITIL processes with proven experience on one of these processes.
• Sound knowledge and experience on IT Service Management.
• Experience in SLA negotiations and in customer relationship management.
• Experience in both executive and operational level reporting,
• Experience in writing SOPs, AIs, Requirements documentation and understanding translations into technical solutions.
• Excellent communication skills. Proven ability to effectively communicate orally and in writing, with good briefing skills.

Skill, Knowledge & Experience:

• Experience in managing and supervising multidisciplinary teams.
• Sound experience in reporting and use of BI tools.
• Previous work with managing SLAs and OLAs.
• Advanced organisational skills and analytical approach to problem solving.

Desirable Experience and Education:

• Experience with SLM module of ITSM tools as well as SharePoint administration;
• Prior experience of working in an international environment comprising both military and civilian elements;
• Knowledge of NATO responsibilities and organisation, including ACO and ACT

If you've read the description and feel this role is a great match, we'd love to hear from you! Click "Apply for this job" to be directed to a brief questionnaire. It should only take a few moments to complete, and we'll be in touch promptly if your experience aligns with our needs.