Deadline Date: Tuesday 13 May 2025
Requirement: Service Level Manager
Location: Braine-l'Alleud, BE
Full Time On-Site: Yes
Time On-Site: 100%
Total Scope of the request (hours): 836
Required Start Date: 23 June 2025
End Contract Date: 31 December 2025
Required Security Clearance: NATO SECRET
Duties and Role:
Service level management
• Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
• Analyses service delivery performance to identify actions required to maintain or improve levels of service.
• Initiates and reports on actions to maintain or improve levels of service.
• Prepares proposals to meet forecast changes in the levels or types of services.
• Reports demonstrating adherence to service level agreements, including uptime, response times, and service delivery quality
• Negotiates with relevant parties in respect of disruptions and major amendments to the provision of services.
Change Management
• Review the requested changes to ensure they are tracked and reviewed (Evaluate the potential impact of proposed changes on current operations, identifying any risks, dependencies, or service disruptions that could arise) supporting the Change Manager and the Change coordinators
• Support and/or coordinate the weekly NDWC Change Advisory Board
• Monitor system performance and stability after the change to evaluate its effectiveness
• Support the management of Changes lifecycle, from the initial assessment to the closing
Continuity management
• Contributes to the development of continuity management plans
• Identifies information and communication systems that support critical business processes
• Coordinates business impact analysis and the assessment of risks
• Coordinates planning, designing, and testing of contingency plans
Problem/Risk management
• Oversee planning and implementation of complex and substantial risk management activities within a specific function, technical area, project or programme
• Create and maintain a knowledge base of known errors, problems, and resolutions. Engage with IT teams and end-users to facilitate faster incident resolution and continuous improvement
Availability management
• Analyses service and component availability, reliability, maintainability and serviceability
• Contributes to the availability management process and its operation
• Performs defined availability management tasks
• Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels
• Implements arrangements for disaster recovery and documents recovery procedures
• Conducts testing of recovery procedures
Customer service support
• Acts as the routine contact point, receiving and handling requests for support
• Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution
• Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate
• Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues
• Contributes to creation of support documentation
Continuous improvement
• Regularly monitors systems, performance metrics, and incident trends to identify inefficiencies, recurring issues, and bottlenecks that can be targeted for improvement
• Conduct regular audit to support the implementation of process improvements to optimize service delivery
• Manage and update the Continuous Service Improvement Registry to record, prioritize and track ongoing improvement initiatives in service operations
• Regularly update the NDWC Lesson Learned Report
Contract management
• Monitors progress against business objectives specified in the business case
• Identifies and reports under-performance and develops opportunities for improvement.
• Monitors compliance with terms and conditions and takes appropriate steps to address non-compliance
• Identifies where change is required, and plans for variations
• Ensures, in consultation with stakeholders, that change management protocols are implemented
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 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.
* 2 years' experience working in a Service Management environment.
* Demonstrable experience of having designed and implemented significant productivity customer satisfaction improvements.
* Solid working knowledge of Service Level Management ideally with experience of implementing or at least executing corporate wide SLM process.
* Experience of both the introduction of new Service Level Management process ability to deliver the key Outputs (SLA/OLA Documents), Reports and Service Improvement Plans.
* ITIL, Lean Six Sigma (Operational Excellence), PMI, Chartered Management
Education, Experience and Training (Desirable):
* Possesses experience in identifying and resolving complex problems and assignments, able to determine when problems should be escalated to a higher level CIS operational and/or planning experience in applying analytical and systematic approach to problem solving
* Knowledge of Services delivery, and practical experience coordinating engineering teams so that incidents are resolved as quickly as possible, within the SLA targets, and the right Resolver Group and Service Owner
* Extensive experience with telecommunications and information systems in both static and deployed environments
* Experience is demanding customer facing roles.
* Experience in designing reports, supported by analytical skills, such as ability to analyse data, think critically, solve problems, apply statistical methods, pay attention to details, demonstrate business acumen;
* Prior experience of working in an international environment comprising both military and civilian elements;
* Knowledge of NATO responsibilities and organization, including ACO and ACT.
* Service Management Certification, such as ITILv4 at Foundation level;
* ITSM - Incident Management
* ITSM - Request Fulfilment and Change Management