Strategic Service Level Manager – On-Site, NATO SECRET

EMW, Inc.

Eigenbrakel

On-site

EUR 90,000 - 120,000

Full time

3 days ago

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Job summary

EMW, Inc. is seeking a Service Level Manager to oversee end-to-end service delivery, engage with Service Delivery Managers and customers, and drive SLA negotiations with a focus on KPI development and reporting. The role requires NATO SECRET clearance, a relevant degree, and ITIL certification.

On-site work in BE is expected, with 100% time on-site. The candidate will translate KPI requirements into technical terms to enable automated reporting and will lead stakeholder communications and KPI

Qualifications

Active NATO SECRET clearance required.
University degree in a relevant scientific or engineering discipline (BSc) or equivalent to 5 years of experience.
Sound knowledge of Service Design, Transition and Operation processes with proven experience on at least one.
Experience in lifecycle management of projects/programmes/services.
Strong communication skills, both written and oral, with ability to brief stakeholders.

Responsibilities

Monitor end-to-end provision of services and ensure engagement of Service Delivery entities.
Establish communication with Service Delivery Managers, Customers, Account Managers, Data Analysts and stakeholders.
Contribute to SLA preparation and negotiations.
Develop KPIs and align with SLA targets.
Translate KPI requirements into technical terms for automated reporting.
Provide guidance to stakeholders and maintain the KPI Catalogue.
Foster collaboration between Service Delivery entities and perform proactive customer reviews.