Service Level Manager

NATO - North Atlantic Treaty Organization; Geilenkirchen; On-site; EUR 90,000 - 115,000; Full time

Job summary

NCIA seeks a Service Level Manager to own the relationship between customer requirements and the services delivered. You will define, negotiate and monitor SLAs and KPIs, ensuring continuity, availability, capacity and risk management while coordinating with provider and customer stakeholders across NATO locations.

You will prepare reports and customer meetings, drive improvements, and ensure delivery of agreed commitments through close collaboration with incident, problem and service teams.

Qualifications

• Bachelor's degree in a related discipline with 2 years of post-related experience, or at least 6 years of extensive and progressive relevant experience.
• At least 2 years in a service-management environment.
• Experience designing and implementing customer-satisfaction or productivity improvements.
• Working knowledge of service-level management and SLA/OLA documentation.
• Experience monitoring KPIs and reporting performance.
• ITIL Foundation and relevant operational-excellence, project or management qualification.
• A thorough knowledge of one NATO language.

Responsibilities

• Define, negotiate and monitor SLAs, OLAs, KPIs and service commitments.
• Analyse performance and initiate service-improvement actions.
• Coordinate continuity, availability, capacity and disaster-recovery planning.
• Maintain risk, threat, vulnerability and mitigation records.
• Monitor contract performance, compliance and required variations.
• Prepare customer meetings, reports, minutes and performance insight.
• Support incident, problem and service-interruption processes.
• Maintain asset and service-instance reporting linked to agreements.

Skills

Service-level management

SLA/OLA administration

KPI analysis

Risk management

Incident management

Contract management

Stakeholder engagement

Education

Bachelor's degree in a related discipline

Job description

NATO - North Atlantic Treaty Organisation

Job Description - Service Level Manager (261562)

NATO Body

NCIA

Schedule

Full-time

Application Deadline

10-Nov-2026, 10:59:00 PM

Salary (Pay Basis)

Grade NATO Grade G15

Description

NCIA exists for one reason: to ensure the Alliance can communicate securely and reliably, whether in critical political consultations or during complex military operations. We are a key enabler of NATO's core mission to keep one billion people safe.

Our technology and cyber experts power NATO's digital capabilities, from data-driven decision-making and secure networks to resilient operations and mission execution across land, air, sea, cyber and space domains.

This mission is made possible by our people. We are a team of around 3,500 civilian and military staff working across 30 locations throughout Europe and North America.

To meet growing operational demand, the Directorate of CIS Support Units (DCSU) is expanding its presence across a number of locations. DCSU manages, delivers and maintains communications and information systems products and services for NATO customers.

Through its CIS Support Units and local CIS Support Elements, DCSU provides the vital connection between customers and NCIA's wider service-delivery organisation.

CSE Geilenkirchen, under CSU Brunssum, provides local services for the NATO Airborne Early Warning and Control Force and supports secure, reliable end-to-end delivery under the Enterprise Service Delivery Model.

About the Role

Own the relationship between customer requirements and the services delivered by CSE Geilenkirchen. You will negotiate and administer service-level agreements, define key performance indicators, monitor service quality and use performance insight to drive improvement. The role coordinates continuity, availability, capacity, contract and risk-management activity, while ensuring support teams understand and deliver agreed commitments. You will prepare reports and customer meetings, identify risks and underperformance and coordinate improvement actions across provider and customer stakeholders.

What You Will Do

• Define, negotiate and monitor SLAs, OLAs, KPIs and service commitments.
• Analyse performance and initiate service-improvement actions.
• Coordinate continuity, availability, capacity and disaster-recovery planning.
• Maintain risk, threat, vulnerability and mitigation records.
• Monitor contract performance, compliance and required variations.
• Prepare customer meetings, reports, minutes and performance insight.
• Support incident, problem and service-interruption processes.
• Maintain asset and service-instance reporting linked to agreements.

How You Will Contribute

Everything starts with the customer and the user. You will be expected to understand customer needs, maintain direct engagement and take ownership for reliable outcomes.

You will work collaboratively across organisational, professional and national boundaries, connecting customers with the right expertise and contributing to shared success across NCIA and the wider NATO Enterprise.

You will act with appropriate pace and sound judgement, address obstacles and improve delivery through insight gained from customers, users and operations.

What We Are Looking For

• A strong focus on customer and user needs
• Ownership, initiative and accountability
• Sound judgement and practical problem-solving
• Effective collaboration across organisational and professional boundaries
• The ability to work productively with autonomy
• Adaptability in a developing operational environment
• A commitment to delivering results and improving services

Essential Education and Experience

• Bachelor's degree in a related discipline with 2 years of post-related experience, or at least 6 years of extensive and progressive relevant experience.
• At least 2 years in a service-management environment.
• Experience designing and implementing customer-satisfaction or productivity improvements.
• Working knowledge of service-level management and SLA/OLA documentation.
• Experience monitoring KPIs and reporting performance.
• ITIL Foundation and relevant operational-excellence, project or management qualification.
• A thorough knowledge of one NATO language.

Desirable Education and Experience

• Knowledge of NATO policy and organisation.
• BMC ITSM experience.
• International military/civilian experience.
• Risk, PRINCE2 or continual-service-improvement training.

Important Information Before Applying

• This post forms part of NCIA's expansion into a new or developing duty location.
• Practical onboarding guidance on host-nation administration may not yet be available at the time of recruitment, selection or onboarding.
• Candidates should be prepared to operate in a developing location environment where some practical arrangements may need to be clarified after appointment or arrival.
• Some local operational, administrative and support arrangements may continue to evolve. The role may therefore require a high degree of autonomy and different support arrangements from those available at an established NCIA campus.
• Candidates should not make assumptions about benefits, allowances, relocation support or other location-specific entitlements. Information will be provided only when formally confirmed.
• Any selection or appointment will remain subject to required organisational, legal, administrative, host-nation, financial, security and employment requirements.
• Progression through the recruitment process does not constitute a firm offer of appointment.