Strategic Service Level Manager - On-Site, NATO SECRET

EMW; Eigenbrakel; Remote; EUR 70,000 - 100,000; Full time

Job summary

EMW is seeking a Service Level Manager in Belgium to oversee end-to-end service delivery and ensure value across the organization. The role requires active NATO SECRET clearance and an ITIL-certified background.

You will coordinate with Service Delivery Managers, customers, and data analysts to negotiate SLAs, develop KPIs, and ensure KPI reporting accuracy. The position demands strong communication and analytical skills for proactive reviews.

Qualifications

• Active NATO SECRET clearance is required.
• University degree in a relevant scientific or engineering discipline.
• Sound knowledge of Service Design, Transition and Operations processes.
• Experience in resource management and lifecycle project management.
• Excellent written and oral communication skills.

Responsibilities

• Monitor end-to-end service delivery and engage all Service Delivery entities to ensure value.
• Communicate with Service Delivery Managers, Customers, Account Managers, Data Analysts and stakeholders.
• Contribute to SLA preparation and negotiations.
• Develop KPIs and align them with SLA targets.
• Translate KPI requirements into technical terms to enable automated reporting.
• Maintain the Agency KPI Catalogue and facilitate cross-team collaboration.
• Be the main point of contact to the customer for SLA activities.

Skills

NATO SECRET clearance

Communication skills

ITIL certification

University degree

SLA/Service design

Education

BSc or equivalent in science/engineering

Job description

EMW is seeking a Service Level Manager in Belgium to oversee end-to-end service delivery and ensure value across the organization. The role requires active NATO SECRET clearance and an ITIL-certified background.

You will coordinate with Service Delivery Managers, customers, and data analysts to negotiate SLAs, develop KPIs, and ensure KPI reporting accuracy. The position demands strong communication and analytical skills for proactive reviews.