C004039 Service Level Manager (NS) - FRI 17 Oct RELAUNCH

The Service Line explicitly requested that previously submitted CVs are not to be resubmitted. Previously proposed candidates were not compliant for the following reasons:

• Candidate was interviewed but found not suitable due to his unstructured answers without demonstration of sound knowledge. Found more relevant to SDM roles.
• No specific SLM experience as required in the job description such as SLA development and negotiations.
• Not meeting the job requirements such as experience in SLM area, design of KPIs or SLA development and negotiations.
• Not selected, not meeting requirements such as SLA negotiation experience and SLM related KPI reporting knowledge.
• Not found suitable at the interview with the gap of SLM expertise on KPIs and SL reporting.
• Not found suitable at the interview with the gap of SLM expertise on KPI requirement management and and SL reporting
• No Service Level Management experience matching the fundamental set of job requirements.
• Not selected, not meeting fundamental SLM requirements such as SLA preparations and negotiations, managing KPIs and reporting.
• No evident experience with managing SLAs (development through negotiations) with external Customers
• Interviewed, no sound knowledge and proved experience on SLM function, such as SLA negotiations and Service Level reporting.
• Not meeting many of the SLM requirements such as SLA development and negotiations and deep KPI knowledge
• Strong candidate with SLM overview but no hands-on experience in KPI design and reporting as required in the job description.
• No SLA negotiation skills or experience, limited experience with KPIs
• The candidate does not meet SLM requirements such as having deep knowledge and experience in KPI design or SLA negotiations.
• No specific SLM experience as required in the job description such as KPI design and reporting, SLA development and negotiations.
• Very good candidate, meeting the KPI and reporting requirements whereas lack of experience in SLA negotiations.
• Strong candidate with SLM overview gained in account management role but not meeting hands-on SLM experience requirement.
• Deadline Date: Friday 17 October 2025
• Requirement: Service Level Manager
• Location: Braine L'Alleud, BE
• Full Time On-Site: Yes

Time OnSite: 100%

• Total Scope of the request (hours): 160
• Required Start Date: 24 November 2025
• End Contract Date: 30 December 2025

Required Security Clearance: NATO SECRET

Duties And Role:

Under Monitoring, Analysis and Reporting Section, the incumbent will perform duties such as the following:

Service Level Management:

• Contributes into SLA preparation and negotiations.
• Main point of contact to the customer for any activities related to the SLAs. Ensures monitoring and reporting of agreed KPIs, provision of services, and quality of delivered services.
• Provides suitable guidance to other service management processes especially after SLA violations. Initiates Continual Service Improvement (CSI) action when appropriate.
• Translates the KPI requirements into technical terms to enable automation of KPI reporting.
• Supports SLM strategy and ensure coherency through the customer services catalogue, SLAs, reports and data analysis activities.  
• Manages Agency wide KPI Catalogue.
• stablishes necessary communication with Service Delivery Managers (SDM), Customers, Account Managers, Data Analysts and other stakeholders to review updates on SLA performance, cost and measurement based on service delivery controls and targets achievement as agreed in the Delivery Plan, acting as orchestrator of Service Delivery to the Customer.
• Ensures that all Service Delivery entities are properly engaged in the delivery of services and providing value to the customers.
• Encourages collaboration between Service Delivery entities and performs proactive customer reviews in cooperation with Demand Management and the Service Owners.
• Actively supports and engages with experts and stakeholders to ensure continuous improvements are identified through review and benchmarking processes.

Continuity Management:

• Provides input to the service continuity planning process and resulting plans.

Availability Management:

• Contributes to the availability management process and its operation and performs defined availability management tasks.
• Analyses service and component availability, reliability, maintainability and serviceability.
• Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels.

Contract Management:

• Oversees and measures the fulfilment of contractual obligations.
• Uses key performance indicators (KPIs) to monitor and challenge performance and identify opportunities for continuous improvement.
• Develops strategies to address under-performance and compliance failures, including application of contract terms.
• Identifies where changes are required, evaluates the impact, and advises stakeholders about the implications and consequences for the business and/or the procurement element of programmes/projects.  
• Negotiates variations and seeks appropriate authorisation.
• Actively supports and engages with experts and stakeholders to ensure continuous improvements are identified through review and benchmarking processes.
• Develops and implements change management protocols.

Customer Service Support:

• Drafts, advises or maintains policy, standards and procedures for the customer service functions as applicable.
• Responsible for day-to-day management and work allocation to meet customer satisfaction.
• Specifies, agrees and applies standards.
• Ensures that tracking and monitoring of performance is carried out, metrics and reports are analysed, and issues are resolved

Requirements

Skill, Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 3 years post-related experience.
• Or exceptionally, the lack of a university degree may be compensated by the demonstration of a candidate's particular abilities or experience that is/are of interest to NCI Agency, that is, at least 10 years extensive and progressive expertise in duties related to the function of the post.
• Sound knowledge of ITIL processes with proven experience on one of these processes.
• Sound knowledge and experience on IT Service Management.
• Experience in SLA negotiations and in customer relationship management.
• Experience in both executive and operational level reporting,
• Experience in writing SOPs, AIs, Requirements documentation and understanding translations into technical solutions.
• Excellent communication skills. Proven ability to effectively communicate orally and in writing, with good briefing skills.
• Experience in managing and supervising multidisciplinary teams.
• Sound experience in reporting and use of BI tools.
• Previous work with managing SLAs and OLAs.
• Advanced organizational skills and analytical approach to problem solving.

Desirable Experience And Education:

• Experience with SLM module of ITSM tools as well as SharePoint administration;
• Prior experience of working in an international environment comprising both military and civilian elements;
• Knowledge of NATO responsibilities and organization, including ACO and ACT.