Service Level Manager

Job Posting Organization:
The NATO Communications and Information Agency (NCIA) has been a pivotal part of NATO's mission for over 70 years, focusing on preserving peace and security" style="border-bottom: 1px dotted #007bff !important;">security for nearly one billion citizens. Established to provide the necessary technological support for NATO operations, NCIA employs around 3000 civilian and military staff across 29 locations in Europe, North America, and Asia. The agency's mission is to ensure that NATO remains connected and capable of responding to various challenges, including cyber threats and operational demands. The NCIA is committed to hiring, training, and retaining top talent to maintain its technological edge and support the Alliance's objectives.

Job Overview:
The Service Level Manager position is based in Naples, Italy, and is part of a transformative initiative aimed at enhancing NATO's IT services in line with its Digital Endeavour. The role involves working within the CSU Naples, which is responsible for managing, delivering, and maintaining Communication and Information Systems (CIS) products and services for NATO's customers during peacetime, crises, and wartime. The Service Level Manager will play a crucial role in supporting various NATO entities, including the Joint Force Command Naples and the Centre for Maritime Research and Experimentation. This position requires a proactive approach to service management, ensuring that services are delivered effectively and efficiently while maintaining high standards of availability and reliability.

Duties and Responsibilities:
The Service Level Manager will be responsible for a variety of tasks, including but not limited to: contributing to the development of continuity management plans, identifying critical information and communication systems, undertaking basic risk management activities, and maintaining documentation related to risks and vulnerabilities. The role also involves analyzing service availability and reliability, contributing to the availability management process, and performing defined availability management tasks. Additionally, the Service Level Manager will monitor service component capacity, control demand for resources, source and collect contract performance data, and manage risk and reward mechanisms in contracts. The position requires acting as a routine contact point for support requests and responding to a wide range of service requests to ensure customer satisfaction.

Required Qualifications:
Candidates must possess a minimum of a Bachelor’s degree from a nationally recognized or certified university in a related discipline, along with at least 2 years of post-related experience. Alternatively, candidates without a university degree may qualify if they can demonstrate at least 6 years of extensive and progressive expertise relevant to the position. Furthermore, candidates should have a minimum of 2 years of experience in a Service Management environment, with demonstrable experience in designing and implementing significant improvements in customer satisfaction. A solid working knowledge of Service Level Management is essential, ideally with experience in executing corporate-wide SLM processes.

Educational Background:
A Bachelor’s degree in a relevant field from a recognized institution is required. The degree should be in a discipline that aligns with the responsibilities of the Service Level Manager role, such as Information Technology, Business Administration, or a related area. Candidates lacking a degree may still be considered if they can demonstrate significant relevant experience and capabilities that meet the needs of the NCIA.

Experience:
The position requires a minimum of 2 years of experience working in a Service Management environment. Candidates should have a proven track record of implementing or executing Service Level Management processes and should be able to demonstrate their ability to deliver key outputs such as Service Level Agreements (SLAs), Operational Level Agreements (OLAs), reports, and service improvement plans. Experience in managing customer satisfaction improvements is also essential.

Languages:
Fluency in English, both written and spoken, is mandatory for this position. Proficiency in additional languages may be considered an asset, but English is the primary language of communication within NATO and the NCIA.

Additional Notes:
The position offers a 5-year contract with a competitive tax-free salary, along with allowances for household and children where applicable. Expatriate staff will receive privileges such as expatriation and education allowances, as well as additional home leave. The role includes excellent private health insurance and generous annual leave of 30 days plus official holidays. Additionally, the NATO Pension Scheme is available, along with various development programs including professional training and wellbeing initiatives. The NCIA is committed to being an equal opportunity employer, fostering an inclusive environment that values diversity in all forms.