#NC26MGT189563-2 - Service Level Manager (SMA O2) round 2
Deadline: November 2, 2026
Requester: NATO
Location: Braine L'Alleud, Belgium
Job type: Contractor
Start date: December, 2026
Security clearance: NATO SECRET
SCOPE OF WORK / DUTIES / ROLES
- Responsible for monitoring end to end provision of services, ensuring that all Service Delivery entities are properly engaged in the delivery of services and providing value;
- Establishes necessary communication with Service Delivery Managers, Customers, Account Managers, Data Analysts and any other stakeholders;
- Contributes into SLA preparation and negotiations;
- Develops KPIs and associates with the SLA target levels. Communicates with SDMs, customers and any other stakeholders and maintaining common agreement;
- Manages Agency wide KPI Catalogue;
- Encourages collaboration between Service Delivery entities and performs proactive customer reviews in cooperation with Demand Management and the Service Owners;
- Main point of contact to the customer for any activities related to the Service Levels;
- Makes sure that agreed KPIs are monitored and reported;
- Translates the KPI requirements into technical terms so that KPI reporting can be automated;
- Provide guidance to the stakeholders.
REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE
- A university degree in a relevant scientific or engineering discipline equivalent to a BSc or 5 years of relevant experience;
- Relevant skillset;
- Sound knowledge of Service Design, Transition and Operation processes with proved experience on one of these processes;
- Sound knowledge, or experience, on Projects/Programmes/Services management best practices from a lifecycle approach;
- Experience in resource management, including the planning for and allocation of resources in organizations;
- Excellent communication skills. Proven ability to effectively communicate orally and in writing, with good briefing skills;
- Advanced organizational skills and analytical approach to problem solving.
Desirable:
- ITIL v3 or higher Certificate.
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