Service Level Manager at NATO

Brunssum, Limburg, Netherlands -

Full Time

Start Date

Immediate

Expiry Date

14 Jan, 26

Salary

0.0

Posted On

16 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Level Management, Risk Management, Service Delivery Monitoring, Data Analysis, Contract Performance Monitoring, Customer Satisfaction Improvements, Service Improvement Plans, Fluency in English

Industry

IT Services and IT Consulting

Description

Who we are: For more than 70 years, NATO’s mission has been to preserve peace and security in the Alliance for nearly one billion citizens. The NATO Communications and Information Agency (NCI Agency) and its predecessors have worked tirelessly in providing the means that enable the connectedness and togetherness that keep our Alliance strong. We are the NCI Agency, a team of 3000 civilian and military staff in 29 locations throughout Europe, North America and Asia. Our technology and cyber experts allow NATO to conduct critical operations, protect NATO’s airspace, make data-driven decisions, defend against cyber-attacks, secure NATO networks and maintain superiority in space. This is all possible because of our greatest force, our people. In order to keep this edge we aim to hire, train and retain the very best staff. Our staff members represent both the diversity and unity of our Alliance. When you join the NCI Agency, you will be part of an organization where you can contribute authentically to the mission and purpose of NATO and help us keep our technological edge. About the job: Based in Brunssum, The Netherlands, you will join the Agency as we embark on a journey to transform our IT services to support NATO’s Digital Endeavour. You will join CSU Brunssum, CSE Ulm, which enables end-to-end CIS services as it installs, operates, maintains and supports the full range of CIS capabilities during peacetime, crisis and war throughout its allocated Area of Responsibility (AOR) and as otherwise directed. We are looking for a driven and enthusiastic Service Level Manager, who will take on the following roles and responsibilities: Contributes to the development of continuity management plans. Undertakes basic risk management activities. Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information. Analyses service and component availability, reliability, maintainability and serviceability. Monitors service component capacity and initiates actions to resolve any shortfalls according to agreed procedures. Sources and collects contract performance data (such as pricing and supply chain costs), and monitors performance against key performance indicators. For a full list of duties, please review the job description on the NCI Agency career site. About you: The valuable knowledge and experience that you bring to this role are: A minimum requirement of a Bachelor’s degree at a nationally recognised/certified University in a related discipline and 2 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 NCIA, that is, at least 6 years extensive and progressive expertise in duties related to the function of the post. 2 years' experience working in a Service Management environment. Demonstrable experience of having designed and implemented significant productivity customer satisfaction improvements. Solid working knowledge of Service Level Management ideally with experience of implementing or at least executing corporate wide SLM process. Experience of both the introduction of new Service Level Management process ability to deliver the key Outputs (SLA/OLA Documents), Reports and Service Improvement Plans. Fluency in English, both written and spoken. What we offer: Genuinely meaningful work as part of the most successful alliance in history; 3 year contract with competitive tax-free salary and household and children’s allowances; Privileges for expatriate staff including expatriation and education allowances (where appropriate) and additional home leave; Excellent private health insurance scheme; Generous annual leave of 30 days plus official holidays; NATO Pension Scheme; Development programs such as professional training, wellbeing, and more. To learn more about NCI Agency and our work, please visit our website. The NCI Agency prides itself on being an equal opportunity employer. We are committed to fostering an inclusive environment of mutual respect and value uniqueness and differences in gender, gender identity, race, ethnic or cultural origin, age, religion, sexual orientation and physical or neurocognitive ability. Additional details on the conditions of application can be found via the NCI Agency career site.

Responsibilities

The Service Level Manager will contribute to the development of continuity management plans and monitor service delivery against service level agreements. They will analyze service availability and capacity, and initiate actions to resolve any shortfalls.