Service Level Manager
On-site · Leeds, England, United Kingdom or Braine-l'Alleud, Wallonia, Belgium
Job Summary
Service Level Manager responsible for monitoring end-to-end provision of services and engaging Service Delivery entities, customers, and stakeholders. Builds and negotiates SLAs, develops KPIs and associates with SLA targets, maintains the KPI Catalogue, and conducts proactive customer reviews in collaboration with Demand Management and Service Owners. Serves as main point of contact for service levels, translates KPI requirements into technical terms for automated reporting, and provides guidance to stakeholders. Requires onsite work at NATO-related sites with some travel; role supports NCIA/NATO programs including cyber security, command and control systems, satellite communications, and information management.
Required Qualifications
- 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 proven 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
- Security clearance: Valid National or NATO Secret personal security clearance
- Desirable: ITIL v3 or higher Certificate
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