#NC25MGT180935 - Assistant in Service Level and Customer Relationship Management - Closed
Deadline: July 22, 2025
Requester: NATO
Location: Mons, Belgium
Start date: August, 2025
Security clearance: NATO SECRET
SCOPE OF WORK / DUTIES / ROLES
- Support the review and negotiation of Service Level Agreements, contributing to the translation of Customers' business requirements into IT requirements and meet the ESOC Service capacity;
- Support in cooperation to deliver live assistance and boost Customers' engagement;
- Support the development of NCI Agency Customers' business and operational requirements understanding to better tailor the ESOC Service support in IT Operations;
- Support Service Level and Customer Relationship Management knowledge-sharing across the ESOC Units;
- Support Service Catalogue Management by assisting in the yearly development / update of ESOC Service Description;
- Participate and support during the monthly and quarterly service level reports meetings;
- Support in Review the service performance reports, identify ESOC Service performance shortfalls, and support on reporting the results to ESOC Units recommending adjustments as necessary;
- Support and Contribute to general business improvement initiatives within the ESOC;
- Support and Participate in the internal organization of the Section by keeping track of assigned tasks and timelines;
- Deputize for higher grade staff, if required;
- Perform other duties as may be required.
REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE
- Higher vocational training in a relevant discipline with 1 years post-related experience. Or a secondary educational qualification with 3 years post-related experience;
- Experience in different type of service level agreements with at least 3 years' experience in Service Level Management including Service Level Agreements review;
- Experience with Service Level targets and Services performance reviews;
- Experience in Service Catalogue management and IT Service description review;
- Understanding of Service Delivery Plans;
- Understanding of Financial Management for IT Services;
- ITIL Foundation current certification or similar certification.
This position is now closed.
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