About this job

Sapienza Consulting is recruiting Service Level Manager to join NATO-NCIA, at Mons, Belgium

Responsibilities

• Manages dCIS reporting for Agency, acting as liaison between NSII and SMC
• Responsible for Quarterly Service Level Report and managers delegation of dCIS permissions
• Acts as cross-organisational DoDCP Board secretary
• Service Level Management:
• Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information
• Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions
• Customer service support:
• Acts as routine contact point, receiving and handling requests for support
• Responds to broad range of service requests for support by providing information to fulfil requests or enable resolution
• Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate
• Assists with the development standards, and applies these to track, monitor, report, resolve or escalate issues
• Contributes to creation of support documentation
• Additional specific responsibilities for this post:
• Participate in design, development, implementation, standardisation and improvement of reporting processes using automated tools ranging from Excel to BI tools
• Participate in development, enhancement and usage of BI tools, management reporting processes, Governance reporting, dashboards, metrics and KPIs
• Contribute to enhancing overall quality of BI data and to resolution of data quality, model or process issues, including coordinating with other functional and business areas

Profile

• Required Security Clearance: NATO Secret
• Previous experience as DoDCP Board Secretary
• Proven ability to act as liaison between organisational entities and management of executive level reporting
• Proven analytic skills and problem solving creativity on a variety of subjects of dissimilar nature
• Extensive experience in use of Microsoft Outlook, Excel, Word, PowerPoint, SharePoint and reporting tools
• Good understanding of Information Technologies (IT), specifically extracting and leveraging data into information to support business decision making
• Have experience in implementing guidelines, standards and procedures
• Have experience in writing procedures, instructions
• Proven ability to communicate effectively, orally and in writing
• Proven ability to work under pressure in a complex environment
• Excellent organisational skills
• Eye for detail
• Demonstrable team working ability
• Training/Certifications: ITIL Foundation (v3 or higher)

Candidates must be eligible to work in the EU

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