Service Level Management Analyst (NATO NCIA)

Mons, Belgium, Sapienza Consulting [AAS5296]

Field(s) of expertise
Information Technology Telecommunications Engineering
Job type

About this job

Sapienza Consulting is recruiting a Service Level Management Analyst to work at NATO NCIA in Mons, Belgium.


  • Responsible for implementation of Service Level Targets in IT Service Management tool (Remedy)
  • Leading process improvement and workflow optimisation in Service Level Management Process
  • Undertake control, review and audit of service provision
  • Participation in negotiation, implementation and monitoring of Service Level Agreements and ongoing day to day execution of operational activities to provide agreed levels of service
  • Meeting with Service Lines (SLs) Points of Contact (PoC) and customer on regular basis to review updates on SLA performance, cost and measurement based on service delivery controls and targets achievement as agreed in Delivery Plan, acting as orchestrator of Service Delivery to Customer
  • Advising Account Management in accelerating opportunities forward through deep service delivery trend analysis
  • Responsible for implementation of SMC model in given SLA/PoW as agreed with Customer
  • Performing other duties as may be required
  • Deputize for higher grade staff, if required
  • Build effective working relationships with subject matter experts


  • Required Security Clearance: NATO Secret
  • Master’s Degree related to one of telecommunications, computer science, service management, process control and automation or directly related discipline, with at least 2 years of experience or lower education level in directly related discipline with at least 6 years of experience
  • Value is placed on demonstration of creative and critical thinking skills, curiosity and strong communication skills (specifically strategic communications)
  • 2 years min. (Master’s degree) / 6 years min. (lower degree)
  • Excellent knowledge of Service Level Agreements
  • Operational Level Agreements and Underpinning Contracts concepts
  • Sound knowledge, or experience, on Services management best practices from lifecycle approach
  • Sound knowledge of ITIL processes with proven experience on one of these processes along with ITIL Foundation certification
  • Experience with implementation of Service Level Targets in ITSM tool
  • Service Level Targets – Terms and Conditions (when targets attach / Start, Stop and Exclude criteria)
  • Milestones – Milestones and Actions, what functions can be performed e.g. Notifications, Set Fields, etc
  • Agreements – Understanding how multiple SLT’s form agreements and how SLT weighting works between different SLT priorities e.g. Low, Medium, High and Critical
  • Know how to incorporate SLM pre-engine customizations, in order to reduce overall number of SLT’s to be built and push towards data driven SLM configuration
  • Competency in ITSM Remedy
  • Competency in MS Office suite of products, proficient level (MS Excel, MS Power Point, MS Outlook, MS Word)
  • Experience in preparing and presenting reports
  • Relevant skillset and knowledge of customer environment
  • Experience working in international environment comprising both military and civilian elements would be an asset
  • Knowledge of NATO responsibilities and organization, including ACO and ACT would be an asset
  • Reasons independently
  • Care for quality
  • Training/Certifications: ITIL Foundation v3 or higher / ITIL Practitioner is desirable


Candidates must be eligible to work in the EU

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