C004185 Service Level Manager (NS) - TUE 13 May

Deadline Date: Tuesday 13 May 2025

Requirement: Service Level Manager

Location: BrainelAlleud BE

Full Time OnSite: Yes

Time OnSite: 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 endusers 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 underperformance and develops opportunities for improvement.

Monitors compliance with terms and conditions and takes appropriate steps to address noncompliance

Identifies where change is required and plans for variations

Ensures in consultation with stakeholders that change management protocols are implemented

Skill Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• A minimum requirement of a Bachelors degree at a nationally recognised/certified University in a related discipline and 2 years postrelated experience.
• Or exceptionally the lack of a university degree may be compensated by the demonstration of a candidates 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

Required Experience:

Manager