C004782 Service Level Manager (NS) TUE 14 Apr
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Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Deadline Date: Tuesday 14 April 2026
Requirement: Service Level Manager
Location: Bydgoszcz PL
Full Time On-Site: Yes
Time On-Site: 100%
Total Scope of the request (hours): 1115
Required Start Date: 25 May 2026
End Contract Date: 31 December 2026
Required Security Clearance: NATO SECRET
Duties & Role:
- Monitor and analyse CIS service performance against agreed SLAs including availability response times resolution times and overall service quality metrics.
- Produce regular service performance reports including Quarterly Service Level Reports (QSLR) identifying SLA compliance trends risks and required corrective actions.
- Act as the primary interface between Operational Partners and technical teams regarding service delivery matters.
- Conduct regular service review meetings with Operational Partner counterparts including preparation of materials presentation of service performance and documentation of agreed actions.
- Coordinate with operational and technical teams to ensure service delivery aligns with agreed priorities commitments and SLA targets.
- Track and follow up on incidents problems and service requests impacting service performance and SLA compliance.
- Support the change management process by reviewing CRQs and WOs for potential service impact ensuring changes are scheduled to minimize disruption.
- Validate post-change service performance and confirm that agreed service levels are maintained.
- Identify trends recurring issues and systemic weaknesses through analysis of service data and Operational Partner feedback.
- Propose and support implementation of service improvement initiatives to enhance service performance reliability and Operational Partner satisfaction.
- Maintain and update service management documentation including service descriptions reporting artefacts and procedures.
Requirements
Skill Knowledge & Experience:
- The candidate must have a currently active NATO SECRET security clearance
- Proven experience in IT service management with focus on Service Level Management and SLA monitoring.
- Strong understanding of ITIL processes (Service Level Management Incident Management Change Management).
- Experience in preparing service reports (including quarterly reporting) and conducting stakeholder review meetings.
- Ability to analyse service performance data and drive continuous improvement actions.
- Strong stakeholder engagement and communication skills.
- Proficiency in English (NATO 3333).
Required Experience:
Manager
Key Skills
About Company
EMW provides lifecycle Systems Engineering and Technical Assistance (SETA), Engineering and Installation (E&I), Operations and Maintenance (O&M), Force Protection Technologies and Contractor Recruitment Services across the fields of Defense, Health Information Technology, Cyber Securi ... View more
