We are looking for a Service Level Manager who is willing to relocate to join our Client's team in Brussels, Belgium. Eligibility: Candidate must currently reside in the EU.Portuguese Citizenship is mandatory.Candidate must be prepared to obtain EU Clearance after accepting the job offer. Duties & Responsibilities:
Service Level Management (SLM): Assist in SLA preparation and negotiations with customers and stakeholders.Act as the primary point of contact for SLA-related activities, fostering strong relationships with customers.Monitor agreed KPIs, ensuring service provision and quality are maintained and reported.Address SLA violations by guiding service management processes and initiating Continual Service Improvement (CSI) actions when necessary.Translate KPI requirements into technical terms for automation solutions.Support the implementation of SLM strategies across multiple SLAs through reporting and data analysis.Manage and update the agency-wide KPI Catalogue while coordinating effectively with Service Delivery Managers (SDMs), Account Managers, and other stakeholders.Promote seamless collaboration among service delivery entities, conduct customer reviews, and ensure value delivery.Continuity & Availability Management: Contribute to service continuity planning and execution.Analyze and manage metrics for service availability, reliability, and maintainability, ensuring performance targets are met.Contract Management: Oversee contract fulfillment, monitoring performance via KPIs and identifying opportunities for improvement.Evaluate and negotiate change requests while initiating and managing change management protocols.Customer Service Support: Draft and maintain policies, standards, and procedures related to customer service functions.Manage day-to-day operations to ensure customer satisfaction and resolve performance challenges by analyzing metrics.Set, monitor, and apply service standards to maintain a consistent level of excellence in service delivery. Requirements:
Essential Experience & Education: Bachelor's degree in a relevant field with 3 years of post-related experience OR a minimum of 10 years of without a degree.Strong knowledge of ITIL processes and IT Service Management practices.Proven experience in SLA negotiations and customer relationship management.Proficiency in executive and operational-level reporting.Strong technical writing skills, including the ability to draft SOPs, AIs, and Requirements Documentation.Excellent communication and presentation skills.Skills, Knowledge & Experience: Experience supervising multidisciplinary teams in a service environment.Advanced skills in reporting tools, such as BI platforms, and thorough understanding of SLA and OLA management.Strong organizational and analytical problem-solving capabilities.Desirable Experience & Knowledge: Familiarity with ITSM tools' Service Level Management module, as well as SharePoint administration.Previous experience working in international environments, especially in military or civilian domains.Knowledge of NATO responsibilities and organization, specifically ACO and ACT operations. Why Join Us?
Employment: Indefinite Contract from the start.Relocation Support: Great relocation package.Health Insurance: Comprehensive coverage for your well-being.Hybrid Work Model: 2 days on-site, 3 days remote.Continuous Learning: Access to a Udemy Business subscription with thousands of workshops and courses.Team Culture: Collaborative and innovative work environment. If you meet the above criteria and are ready for an exciting opportunity in a dynamic environment, submit your CV!