Service Level Manager (SLA, KPI Catalogue, ITIL) for NATO with security clearance

Wlgroup; Eigenbrakel; Sur place; EUR 60 000 - 90 000; Plein temps

Résumé du poste

Defence Organisation near Brussels is seeking a Service Level Manager to ensure IT services meet promises and that numbers reflect performance. You will own end-to-end service delivery, define and negotiate SLAs, manage KPIs, and act as the primary client contact for service levels, coordinating reviews with demand management and service owners to keep reporting accurate and aligned across teams.

You will turn KPI requirements into automated reporting specs and assist with resource planning,

Qualifications

• Degree in science or engineering or 5 years of relevant experience
• 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

Responsabilités

• Own end-to-end service delivery for each service across delivery teams
• Prepare, negotiate SLAs and define KPIs and target levels behind them
• Run the organisation-wide KPI catalogue and keep it accurate
• Be the main contact for customers on anything to do with service levels
• Hold regular customer reviews with demand management and service owners
• Turn KPI requirements into technical specifications so reporting can be automated
• Keep service delivery managers, account managers and analysts aligned on one view

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.