Service Level Manager

Braine L’Alleud, Belgium 20-10-2025 #15199

C003734, Service Level Manager

 

DUTIES

1. Service Level Management

  • Contribute to SLA preparation and negotiations with customers.

  • Serve as the main point of contact for all SLA-related activities.

  • Monitor and report on agreed KPIs, service provision, and service quality.

  • Provide guidance to other service management processes following SLA violations.

  • Initiate Continual Service Improvement (CSI) actions when necessary.

  • Translate KPI requirements into technical terms for automated reporting.

  • Support SLM strategy and ensure alignment across customer service catalogues, SLAs, reports, and data analysis.

  • Manage the Agency-wide KPI Catalogue.

  • Coordinate communication with Service Delivery Managers (SDMs), Account Managers, Customers, and Data Analysts to review SLA performance, cost, and targets.

  • Ensure all Service Delivery entities are effectively engaged in providing value to customers.

  • Foster collaboration between service entities and conduct proactive customer reviews.

  • Engage with experts and stakeholders to drive continuous improvement through benchmarking and review.

2. Continuity Management

  • Provide input to the service continuity planning process and related plans.

3. Availability Management

  • Contribute to and operate within the availability management process.

  • Analyse service and component availability, reliability, maintainability, and serviceability.

  • Ensure that services and components consistently meet agreed performance targets and SLAs.

4. Contract Management

  • Oversee and measure contractual performance and obligations.

  • Use KPIs to monitor, challenge, and improve vendor or partner performance.

  • Develop and implement strategies to address underperformance or non-compliance.

  • Identify, evaluate, and communicate the impact of required changes on business and procurement elements.

  • Negotiate variations and obtain appropriate authorizations.

  • Promote continuous improvement through reviews and benchmarking.

  • Develop and implement change management protocols.

5. Customer Service Support

  • Draft, advise, and maintain policies, standards, and procedures for customer service functions.

  • Manage daily operations and work allocation to ensure customer satisfaction.

  • Establish and apply service standards.

  • Ensure performance tracking, monitoring, and reporting; analyse metrics and resolve issues.

REQUIREMENTS

Essential Education and Experience

  • Bachelor’s degree from a recognized university in a related discipline with at least 3 years of post-related experience;
    OR

  • In lieu of a degree: at least 10 years of extensive and progressive relevant experience.

  • Strong knowledge of ITIL processes, with proven experience in at least one ITIL area.

  • Solid background in IT Service Management (ITSM).

  • Proven experience in SLA negotiation and customer relationship management.

  • Experience in executive and operational-level reporting.

  • Skilled in writing SOPs, administrative instructions (AIs), and requirements documentation, with ability to translate them into technical solutions.

  • Excellent communication skills — both oral and written, including briefing and presentation ability.

Skills, Knowledge & Experience

  • Experience in managing and supervising multidisciplinary teams.

  • Strong background in reporting and BI tool utilization.

  • Experience managing SLAs and OLAs (Operational Level Agreements).

  • Advanced organizational, analytical, and problem-solving skills.

Desirable Education and Experience

  • Experience using the SLM module of ITSM tools and SharePoint administration.

  • Prior experience in an international, military, and civilian environment.

  • Knowledge of NATO structure, responsibilities, and operations — including ACO and ACT.

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