Service Level Manager (SMA O2) for NATO with security...

Would you like to join the leading international intergovernmental organization?

This is a high-impact role within the NATO Service Management framework, positioned at the core of service delivery operations. As the Service Level Manager, you will be entrusted with the end‑to‑end oversight of services that directly support NATO's strategic and operational objectives. Your primary responsibility is to ensure that every service delivered—whether to internal commands, partner nations, or operational end‑users—is consistently reliable, measurable, and aligned with the Alliance's mission requirements.

Responsibilities:

• Responsible for monitoring end to end provision of services, ensuring that all Service Delivery entities are properly engaged in the delivery of services and providing value.

• Establishes necessary communication with Service Delivery Managers, Customers, Account Managers, Data Analysts and any other stakeholders.

• Contributes into SLA preparation and negotiations

• Develops KPIs and associates with the SLA target levels. Communicates with SDMs, customers and any other stakeholders and maintaining common agreement.

• Manages Agency wide KPI Catalogue

• Encourages collaboration between Service Delivery entities and performs proactive customer reviews in cooperation with Demand Management and the Service Owners.

• Main point of contact to the customer for any activities related to the Service Levels.

• Makes sure that agreed KPIs are monitored and reported.

• Translates the KPI requirements into technical terms so that KPI reporting can be automated.

• Provide guidance to the stakeholders

Essential Qualifications & Experience:

• A university degree in a relevant scientific or engineering discipline equivalent to a BSc or 5 years of relevant experience

• Sound knowledge of Service Design, Transition and Operation processes with proved experience on one of these processes;

• Sound knowledge, or experience, on Projects/Programmes/Services management best practices from a lifecycle approach;

• Experience in resource management, including the planning for and allocation of resources in organizations;

• Excellent communication skills. Proven ability to effectively communicate orally and in writing, with good briefing skills;

• Advanced organizational skills and analytical approach to problem solving

• Desirable Experience and Education: ITIL v3 or higher Certificate

If you've read the description and feel this role is a great match, we'd love to hear from you! Click "Apply for this job" to be directed to a brief questionnaire. It should only take a few moments to complete, and we'll be in touch promptly if your experience aligns with our needs.