NATO Service Level Manager

Job Posting Organization:
NCIA, or NATO Communications and Information Agency, is dedicated to ensuring that NATO can communicate securely and reliably, which is crucial for both political consultations and military operations. Established to support NATO's core mission, NCIA employs around 3,500 civilian and military staff across 30 locations in Europe and North America. The organization plays a vital role in enhancing NATO's digital capabilities, which include data-driven decision-making and secure networks, thereby contributing to the safety of one billion people.

Job Overview:
The NATO Service Level Manager position is integral to maintaining the relationship between customer requirements and the services provided by CSE Geilenkirchen. The role involves negotiating and administering service-level agreements (SLAs), defining key performance indicators (KPIs), and monitoring service quality to drive improvements. The Service Level Manager will coordinate various activities related to continuity, availability, capacity, contract management, and risk management, ensuring that support teams understand and fulfill their commitments. This position requires preparing reports and facilitating customer meetings, identifying risks and underperformance, and coordinating improvement actions across stakeholders.

Duties and Responsibilities:
The duties and responsibilities of the NATO Service Level Manager include defining, negotiating, and monitoring SLAs, OLAs, KPIs, and service commitments. The manager will analyze performance data and initiate service improvement actions, coordinate continuity, availability, capacity, and disaster recovery planning, and maintain records related to risk, threat, vulnerability, and mitigation. Additionally, the role involves monitoring contract performance and compliance, preparing customer meetings, reports, and performance insights, and supporting incident, problem, and service interruption processes. The manager will also maintain asset and service-instance reporting linked to agreements, ensuring that all aspects of service delivery are effectively managed and communicated.

Required Qualifications:
Candidates must possess a strong focus on customer and user needs, demonstrate ownership, initiative, and accountability, and exhibit sound judgment and practical problem-solving skills. Effective collaboration across organizational and professional boundaries is essential, as is the ability to work productively with autonomy. Adaptability in a developing operational environment and a commitment to delivering results and improving services are also critical qualifications for this role.

Educational Background:
A Bachelor's degree in a related discipline is required, along with either 2 years of post-related experience or at least 6 years of extensive and progressive relevant experience. Candidates should have at least 2 years of experience in a service management environment and a working knowledge of service-level management and SLA/OLA documentation. An ITIL Foundation certification and relevant operational excellence, project, or management qualifications are also necessary.

Experience:
The position requires candidates to have a minimum of 2 years of experience in a service management environment, along with experience in designing and implementing customer satisfaction or productivity improvements. Familiarity with monitoring KPIs and reporting performance is essential, as is experience in a service-level management context.

Languages:
A thorough knowledge of one NATO language is mandatory for this position. While proficiency in additional languages may be beneficial, the primary requirement is to be fluent in at least one NATO language to facilitate effective communication within the organization.

Additional Notes:
This position is part of NCIA's expansion into a new or developing duty location, which may present unique challenges. Candidates should be prepared for a developing location environment where practical arrangements may need clarification after appointment or arrival. The role may require a high degree of autonomy, and candidates should not assume benefits, allowances, or relocation support will be available. Information regarding these aspects will be provided only when formally confirmed. Any selection or appointment will be subject to various organizational, legal, administrative, host-nation, financial, security" style="border-bottom: 1px dotted #007bff !important;">security, and employment requirements, and progression through the recruitment process does not guarantee a firm offer of appointment.