Who we are:

For more than 70 years, NATO’s mission has been to preserve peace and security in the Alliance for nearly one billion citizens. The NATO Communications and Information Agency (NCI Agency) and its predecessors have worked tirelessly in providing the means that enable the connectedness and togetherness that keep our Alliance strong. We are the NCI Agency, a team of 3000 civilian and military staff in 29 locations throughout Europe, North America and Asia.

Our technology and cyber experts allow NATO to conduct critical operations, protect NATO’s airspace, make data-driven decisions, defend against cyber-attacks, secure NATO networks and maintain superiority in space. This is all possible because of our greatest force, our people. In order to keep this edge we aim to hire, train and retain the very best staff.

Our staff members represent both the diversity and unity of our Alliance. When you join the NCI Agency, you will be part of an organization where you can contribute authentically to the mission and purpose of NATO and help us keep our technological edge.

About the job:

Based in Mons, Belgium you will join the Agency as we embark on a journey to transform our IT services to support NATO’s Digital Endeavour. You will join CSU Mons, which is the leading provider of Communications and Information System (CIS) products and services to locally based NATO entities such as the Supreme Headquarters Allied Powers Europe (SHAPE) and the NATO CIS Group. CSU Mons enables end-to-end CIS services and manages critical technological capabilities during peacetime, crisis and war.

We are looking for a driven and enthusiastic Service Level Manager who will take on the following roles and responsibilities:

• Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
• Analyses service delivery performance to identify actions required to maintain or improve levels of service.
• Acts as a Service Delivery Manager, with responsibilities in project, incident and problem management as well service acceptance and stakeholder engagement.
• Provides customer support and responds to a broad range of service requests by providing information to fulfil requests or enable resolution.

For a full list of duties, please review the job description on the NCI Agency career site.

About you:

The valuable knowledge and experience that you bring to this role are:

• A Bachelor’s degree at a nationally recognized/certified university in a related discipline and 2 years post related experience; or a secondary educational qualification and at least 6 years’ post related experience.
• Experience working in a Service Management environment.
• Demonstrable experience of having designed and implemented significant productivity/ customer satisfaction improvements.
• Solid working knowledge of Service Level Management ideally with experience of implementing or at least executing corporate wide SLM process.
• Experience as a Service Delivery Manager, IT Service Manager, or similar role, specifically in managing business application services.
• In-depth knowledge of business application technologies, platforms, and IT service management best practices.
• Familiarity with ITIL or other IT service management frameworks.
• Fluency in English, both written and spoken.

What we offer:

• Genuinely meaningful work as part of the most successful alliance in history;
• 3 year contract with competitive tax-free salary and household and children’s allowances;
• Privileges for expatriate staff including expatriation and education allowances (where appropriate) and additional home leave;
• Excellent private health insurance scheme;
• Generous annual leave of 30 days plus official holidays;
• NATO Pension Scheme;
• Development programs such as professional training, wellbeing, and more

To learn more about NCI Agency and our work, please visit our website.

The NCI Agency prides itself on being an equal opportunity employer. We are committed to fostering an inclusive environment of mutual respect and value uniqueness and differences in gender, gender identity, race, ethnic or cultural origin, age, religion, sexual orientation and physical or neurocognitive ability.

Additional details on the conditions of application can be found via the NCI Agency career site.