#NC26ICT186945 - Service Level Manager - Closed
Deadline: April 13, 2026
Requester: NATO
Location: Bydgoszcz, Poland
Job type: Contractor
Start date: May, 2026
Security clearance: NATO SECRET
SCOPE OF WORK / DUTIES / ROLES
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Monitor and analyse CIS service performance against agreed SLAs, including availability, response times, resolution times, and overall service quality metrics;
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Produce regular service performance reports, including Quarterly Service Level Reports (QSLR), identifying SLA compliance, trends, risks, and required corrective actions;
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Act as the primary interface between Operational Partners and technical teams regarding service delivery matters;
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Conduct regular service review meetings with Operational Partner counterparts, including preparation of materials, presentation of service performance and documentation of agreed actions;
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Coordinate with operational and technical teams to ensure service delivery aligns with agreed priorities, commitments and SLA targets;
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Track and follow up on incidents, problems, and service requests impacting service performance and SLA compliance;
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Support the change management process by reviewing CRQs and WOs for potential service impact, ensuring changes are scheduled to minimize disruption;
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Validate post-change service performance and confirm that agreed service levels are maintained;
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Identify trends, recurring issues, and systemic weaknesses through analysis of service data and Operational Partner feedback;
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Propose and support implementation of service improvement initiatives to enhance service performance, reliability and Operational Partner satisfaction;
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Maintain and update service management documentation, including service descriptions, reporting artefacts and procedures.
REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE
- Proven experience in IT service management with focus on Service Level Management and SLA monitoring;
- Strong understanding of ITIL processes (Service Level Management, Incident Management, Change Management);
- Experience in preparing service reports (including quarterly reporting) and conducting stakeholder review meetings;
- Ability to analyse service performance data and drive continuous improvement actions;
- Strong stakeholder engagement and communication skills;
- Proficiency in English (NATO 3333).
This position is now closed.
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