Service Level Manager

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

Who we are supporting 

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

• Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
• Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
• Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.
• Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.

The program

Assistance and Advisory Service (AAS)

The NATO Communications and Information Agency (NCI Agency) is NATO’s principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.

To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

Role Duties and Responsibilities

Under Monitoring, Analysis and Reporting Section, they will perform duties such as the following:

Service Level Management:

• Contributes into SLA preparation and negotiations.
• Main point of contact to the customer for any activities related to the SLAs.
• Ensures monitoring and reporting of agreed KPIs, provision of services, and quality of delivered services.
• Provides suitable guidance to other service management processes especially after SLA violations.
• Initiates Continual Service Improvement (CSI) action when appropriate.
• Translates the KPI requirements into technical terms to enable automation of KPI reporting.
• Supports SLM strategy and ensure coherency through the customer services catalogue, SLAs, reports and data analysis activities.
• Manages Agency wide KPI Catalogue.
• Establishes necessary communication with Service Delivery Managers (SDM), Customers, Account Managers, Data Analysts and other stakeholders to review updates on SLA performance, cost and measurement based on service delivery controls and targets achievement as agreed in the Delivery Plan, acting as orchestrator of Service Delivery to the Customer.
• Ensures that all Service Delivery entities are properly engaged in the delivery of services and providing value to the customers.
• Encourages collaboration between Service Delivery entities and performs proactive customer reviews in cooperation with Demand Management and the Service Owners.
• Actively supports and engages with experts and stakeholders to ensure continuous improvements are identified through review and benchmarking processes.

Continuity Management:

• Provides input to the service continuity planning process and resulting plans.

Availability Management:

• Contributes to the availability management process and its operation and performs defined availability management tasks.
• Analyses service and component availability, reliability, maintainability and serviceability.
• Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels.

Contract Management:

• Oversees and measures the fulfilment of contractual obligations.
• Uses key performance indicators (KPIs) to monitor and challenge performance and identify opportunities for continuous improvement.
• Develops strategies to address under-performance and compliance failures, including application of contract terms.
• Identifies where changes are required, evaluates the impact, and advises stakeholders about the implications and consequences for the business and/or the procurement element of programmes/projects.
• Negotiates variations and seeks appropriate authorisation.
• Actively supports and engages with experts and stakeholders to ensure continuous improvements are identified through review and benchmarking processes.
• Develops and implements change management protocols.

Customer Service Support:

• Drafts, advises or maintains policy, standards and procedures for the customer service functions as applicable.
• Responsible for day-to-day management and work allocation to meet customer satisfaction.
• Specifies, agrees and applies standards.
• Ensures that tracking and monitoring of performance is carried out, metrics and reports are analysed, and issues are resolved.

Essential Skills and Experience

• Sound knowledge of ITIL processes with proven experience on one of these processes.
• Sound knowledge and experience on IT Service Management.
• Experience in SLA negotiations and in customer relationship management.
• Experience in both executive and operational level reporting,
• Experience in writing SOPs, AIs, Requirements documentation and understanding translations into technical solutions.
• Excellent communication skills. Proven ability to effectively communicate orally and in writing, with good briefing skills.
• Experience in managing and supervising multidisciplinary teams.
• Sound experience in reporting and use of BI tools.
• Previous work with managing SLAs and OLAs.
• Advanced organizational skills and analytical approach to problem solving.

Desirable Skills and Experience

• Experience with SLM module of ITSM tools as well as SharePoint administration;
• Prior experience of working in an international environment comprising both military and civilian elements;
• Knowledge of NATO responsibilities and organization, including ACO and ACT.

Education

• A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 3 years post-related experience, or exceptionally, the lack of a university degree may be compensated by the demonstration of a candidate's particular abilities or experience that is/are of interest to NCI Agency, that is, at least 10 years extensive and progressive expertise in duties related to the function of the post.

Working Location

• Braine l’Alleud, Belgium

Working Policy

• On-Site

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance