#NC26MGT190292 - Service Level Manager (SMA O2)
Deadline: August 9, 2026
Requester: NATO
Location: Braine L'Alleud, Belgium
Job type: Contractor
Start date: September, 2026
Security clearance: NATO SECRET
SCOPE OF WORK / DUTIES / ROLES
Service Level Management:
- Define, maintain and monitor Service Level Agreements, Operational Level Agreements, KPIs and performance targets;
- Monitor service performance against agreed service levels, contractual obligations and stakeholder expectations;
- Prepare and deliver service performance reports, dashboards and management briefings;
- Identify service performance trends, risks, issues and improvement opportunities;
- Coordinate with service owners, technical teams, suppliers and stakeholders to ensure service commitments are understood and achieved;
- Support service review meetings and track agreed service improvement actions;
- Contribute to continual service improvement initiatives to enhance service quality, efficiency and user satisfaction;
- Support the development and maintenance of service catalogues, reporting frameworks and performance measurement approaches.
Data Management and Reporting:
- Develop and implement practices to control, protect and optimise the value of data assets;
- Assess the integrity, availability and quality of data from multiple sources;
- Maintain information handling procedures and support the use of formal data and metadata structures;
- Analyse incidents, service requests, problems, availability and performance data to assess service effectiveness;
- Transform raw service data into meaningful information and insight to support decision-making.
Business Intelligence and Data Visualisation:
- Support business intelligence reporting for management, governance and operational areas;
- Develop and maintain reports, dashboards and visualisations using appropriate tools and techniques;
- Select, acquire and integrate relevant data to support analysis and reporting;
- Identify opportunities to digitise, streamline and automate reporting and operational data handling;
- Apply visualisation techniques to present service performance, trends and improvement opportunities clearly.
Data Analysis, Modelling and Engineering:
- Investigate data requirements and support data modelling and design activities;
- Design, implement and maintain data pipelines to connect data across systems, applications and organisations;
- Apply data analysis and data science techniques to evaluate datasets, identify trends and support service improvement;
- Develop and evaluate analytical models, hypotheses and methods where required.
Programming / Software Development:
- Design, code, test, document, amend and maintain moderately complex programs or scripts;
- Apply agreed standards and tools to deliver reliable and well-engineered solutions;
- Monitor progress, identify development issues and propose practical solutions;
- Collaborate with others in reviews and improvement activities.
User Experience Evaluation:
- Evaluate user feedback, service usability and accessibility to support service improvement;
- Analyse user experience KPIs and recommend actions;
- Check systems, services and products against applicable standards, guidelines and requirements;
- Identify areas for future user research, benchmarking and serviceenhancement.
REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE
- A minimum requirement of a relevant degree at a nationally recognised/certified University in a related discipline and 2 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 6 years extensive and progressive expertise in duties related to the function of the post;
- Demonstrable experience as a Data Analyst, Data Scientist, or similar role, or experience performing these functions roles as part of another job;
- Demonstrable experience with at least one programming language, such as Python, R, or C#;
- Experience with commercially available or open source data visualization tools, such as Power BI, Grafana or R Shiny;
- Experience with SQL and relational databases, such as SQL Server;
- Experience with user experience KPIs and reporting;
- ITIL Foundation, DevOps Foundation and certifications proving the competency level in programming/software development skills.
Desirable:
- Prior experience of working in an international environment comprising both military and civilian elements;
- Knowledge of NATO responsibilities and organization, including ACO and ACT.
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