C003711 Assistant in Service Level and Customer Relationship (NS) - WED 23 July
C003711 Assistant in Service Level and Customer Relationship (NS) - WED 23 July
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Job Description
Deadline Date: Wednesday 23 July 2025
Requirement: Assistant in Service Level and Customer Relationship Management
Location: Mons BE
Full Time On-Site: Yes
Time On-Site: 100%
Total Scope of the request (hours): 800
Required Start Date: 1 September 2025
End Contract Date: 31 December 2025
Required Security Clearance: NATO SECRET
Duties and Role:
Under the direction of the Head of Service Delivery and Support Section the incumbent will perform duties such as the following:
Customer and Service Relationship Management support:
- Support the review and negotiation of Service Level Agreements contributing to the translation of Customers business requirements into IT requirements and meet the ESOC Service capacity.
- Support in cooperation to deliver live assistance and boost Customers engagement.
- Support the development of NCI Agency Customers business and operational requirements understanding to better tailor the ESOC Service support in IT Operations.
- Support Service Level and Customer Relationship Management knowledge-sharing across the ESOC Units.
- Support Service Catalogue Management by assisting in the yearly development / update of ESOC Service Description.
Service Performance and Reporting support:
- Participate and support during the monthly and quarterly service level reports meetings.
- Support in Review the service performance reports identify ESOC Service performance shortfalls and support on reporting the results to ESOC Units recommending adjustments as necessary.
Business Improvement and Internal Organization:
- Support and Contribute to general business improvement initiatives within the ESOC.
- Support and Participate in the internal organization of the Section by keeping track of assigned tasks and timelines.
Miscellaneous Duties:
- Deputize for higher grade staff if required.
- Perform other duties as may be required
Requirements
Skill Knowledge & Experience:
- The candidate must have a currently active NATO SECRET security clearance
- Higher vocational training in a relevant discipline with 1 years post-related experience. Or a secondary educational qualification with 3 years post-related experience.
- Experience in different type of service level agreements with at least 3 years experience in Service Level Management including Service Level Agreements review.
- Experience with Service Level targets and Services performance reviews.
- Experience in Service Catalogue management and IT Service description review.
- Understanding of Service Delivery Plans;
- Understanding of Financial Management for IT Services.
- ITIL Foundation current certification or similar certification.
Employment Type
Contract
