Service Level Manager (SMA O2) for NATO with security clearance

Would you like to join the leading international intergovernmental organization

This is a high-impact role within the NATO Service Management framework positioned at the core of service delivery operations. As the Service Level Manager you will be entrusted with the endtoend oversight of services that directly support NATOs strategic and operational objectives. Your primary responsibility is to ensure that every service deliveredwhether to internal commands partner nations or operational endusersis consistently reliable measurable and aligned with the Alliances mission requirements.

Responsibilities:

• 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

Essential Qualifications & Experience:

• A university degree in a relevant scientific or engineering discipline equivalent to a BSc or 5 years of relevant experience

• 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 Experience and Education: ITIL v3 or higher Certificate

If youve read the description and feel this role is a great match wed love to hear from you! Click Apply for this job to be directed to a brief questionnaire. It should only take a few moments to complete and well be in touch promptly if your experience aligns with our needs.