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

<h2>Submitted candidates were found not compliant due to the following:</h2><ul>
<li>The candidate doesn't meet the major SLM requirements such as proven track of SLM experience - no hands-on experience in negotiations and reporting.</li>
<li>The candidate doesn't meet dedicated SLM experience.</li>
<li>The candidate has been interviewed but his responses lacked knowledge of basic concepts regarding SL reporting.</li>
<li>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..</li>
<li>The candidate doesn't meet the basic requirement of holding an ITIL certificate or any equivalent SM certificates.</li>
</ul><h2>Deadline Date: Tuesday 3 November 2026</h2><h2>Requirement: Service Level Manager</h2><h2>Location: Braine-l'Alleud, BE</h2><h2>Full Time On-Site: Yes</h2><h2>Time On-Site: 100%</h2><h2>Total Scope of the request (hours): 836</h2><h2>Required Start Date: 7 December 2026</h2><h2>End Contract Date: 31 December 2026</h2><h2>Required Security Clearance: NATO SECRET</h2><h2>Duties &amp; Role:</h2><ul>
<li>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.</li>
<li>Establishes necessary communication with Service Delivery Managers, Customers, Account Managers, Data Analysts and any other stakeholders.</li>
<li>Contributes into SLA preparation and negotiations</li>
<li>Develops KPIs and associates with the SLA target levels.</li>
<li>Communicates with SDMs, customers and any other stakeholders and maintaining common agreement.</li>
<li>Manages Agency wide KPI Catalogue</li>
<li>Encourages collaboration between Service Delivery entities and performs proactive customer reviews in cooperation with Demand Management and the Service Owners.</li>
<li>Main point of contact to the customer for any activities related to the Service Levels.</li>
<li>Makes sure that agreed KPIs are monitored and reported.</li>
<li>Translates the KPI requirements into technical terms so that KPI reporting can be automated.</li>
<li>Provide guidance to the stakeholders</li>
</ul><h2>Requirements</h2><h2>Skills, Knowledge &amp; Experience:</h2><ul>
<li>The candidate must have a currently active NATO SECRET security clearance</li>
<li>A university degree in a relevant scientific or engineering discipline equivalent to a BSc or 5 years of relevant experience</li>
<li>Sound knowledge of Service Design, Transition and Operation processes with proved experience on one of these processes;</li>
<li>Sound knowledge, or experience, on Projects/Programmes/Services management best practices from a lifecycle approach;</li>
<li>Experience in resource management, including the planning for and allocation of resources in organizations;</li>
<li>Excellent communication skills. Proven ability to effectively communicate orally and in writing, with good briefing skills;</li>
<li>Advanced organizational skills and analytical approach to problem solving</li>
<li>ITIL v3 or higher Certificate</li>
</ul>