Service Level Manager

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.