C004950 Service Level Manager (NS) - TUE 3 Nov RELAUNCH

Submitted candidates were found not compliant due to the following:

• The candidate doesn't meet the major SLM requirements such as proven track of SLM experience - no hands-on experience in negotiations and reporting.
• The candidate doesn't meet dedicated SLM experience.
• The candidate has been interviewed but his responses lacked knowledge of basic concepts regarding SL reporting.
• The candidate has been interviewed but her technical experience and education are not aligned with SLM requirements (especially on SLA negotiations) and doesn't meet the expectation of having hands-on experience..
• The candidate doesn't meet the basic requirement of holding an ITIL certificate or any equivalent SM certificates.

Deadline Date: Tuesday 3 November 2026

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: 7 December 2026

End Contract Date: 31 December 2026

Required Security Clearance: NATO SECRET

Duties & Role:  

• 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

Requirements

Skills, Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• 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
• ITIL v3 or higher Certificate