Service Level Manager (SMA O2)

McBride International; Eigenbrakel; A distancia; EUR 60.000 - 90.000; Jornada completa

Descripción de la vacante

McBride International in Belgium seeks an experienced Service Delivery Manager to oversee end-to-end service delivery, engaging SDMs, customers and stakeholders to ensure value and KPI alignment. You will translate KPI targets into technical reporting and drive SLA negotiations.

Qualifications include a university degree or 5 years’ equivalent experience, strong communication, and proven ability to manage resources and projects across lifecycle.

Formación

• University degree in a relevant scientific or engineering discipline or equivalent to a BSc / 5 years of relevant experience.
• Sound knowledge of Service Design, Transition and Operation processes.
• Experience in Projects/Programmes/Services management from a lifecycle approach.
• Experience in resource management and allocation.

Responsabilidades

• Monitor end-to-end service delivery and ensure engagement of all Service Delivery entities.
• Establish communication with Service Delivery Managers, Customers, Account Managers, Data Analysts and stakeholders.
• Contributes to SLA preparation and negotiations; develops KPIs and ensures reporting.

Conocimientos

Communication

Stakeholder management

KPI reporting

SLA management

Problem solving

Educación

BSc or 5 years experience

Descripción del empleo

Braine-l'Alleud, Belgium | Posted on 19/10/2026

McBride International is a European-based management consulting, IT, and Command, Control, Communication, Computers, Cyber, Intelligence, Surveillance and Reconnaissance (C5ISR) firm. We provide professional services focusing on strategy development and execution, IT transformation, business process improvement, program management, research and development, risk management, financial management, and training. Our dedicated team of project managers, consultants, and trainers play a critical role in supporting client engagements from inception to completion. We partner with clients by providing qualified and experienced resources that possess the relevant skills, knowledge, and expertise needed to develop and execute solutions in support of their mission and business goals.

Job Description

Duties & Role:

• Responsible for monitoring end to end provision of services, ensuring that all Service Delivery entities are properly engaged in the delivery of services and providing value.
• Establishes necessary communication with Service Delivery Managers, Customers, Account Managers, Data Analysts and any other stakeholders.
• Contributes into SLA preparation and negotiations
• Develops KPIs and associates with the SLA target levels.
• Communicates with SDMs, customers and any other stakeholders and maintaining common agreement.
• Encourages collaboration between Service Delivery entities and performs proactive customer reviews in cooperation with Demand Management and the Service Owners.
• Main point of contact to the customer for any activities related to the Service Levels.
• Makes sure that agreed KPIs are monitored and reported.
• Translates the KPI requirements into technical terms so that KPI reporting can be automated.

Provide guidance to the stakeholders

Requirements

Mandatory Experience and Education:

• A university degree in a relevant scientific or engineering discipline equivalent to a BSc or 5 years of relevant experience
• Sound knowledge of Service Design, Transition and Operation processes with proved experience on one of these processes;
• Sound knowledge, or experience, on Projects/Programmes/Services management best practices from a lifecycle approach;
• Experience in resource management, including the planning for and allocation of resources in organizations;
• Excellent communication skills. Proven ability to effectively communicate orally and in writing, with good briefing skills;

Advanced organizational skills and analytical approach to problem solving Desirable Experience and Education: