Service Level and Customer Relationship Management Assistant

at  Spektrum

Spektrum have a wide range of exciting opportunities in several global locations.
We are always looking to add great new talent to our team and look forward to hearing from you.
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.

ESSENTIAL SKILLS AND 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.

  Education

• Higher vocational training in a relevant discipline with 1 years post-related experience.

• Or a secondary educational qualification with 3 years post-related experience.

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