Service Delivery Analyst (NATO-NCIA)

Mons, Belgium, Sapienza Consulting [AAS-C002082]

Field(s) of expertise
Information Technology
Job type

About this job

Sapienza Consulting, a tpgroup company, is recruiting a Service Delivery Analyst to join NATO – NCIA in Mons, Wallonia, Belgium.


  • Reporting ongoing day to day execution of operational activities against agreed levels of services
  • Preparation, delivery and representation of executive service level reports
  • Preparation, delivery and representation of operational level reports
  • Coordination and review of updates on SLA performance, cost and measurement based on service delivery controls and targets achievement as agreed in the Service Delivery Plan
  • Managing professional customer relationships in support of SLA commitments and Agency’s delivery capacity
  • Gathering and communicating bi-directional customer + internal feedback and initiate improvement actions on reports, measurement methods, processes and tools
  • Advising Account Management in accelerating opportunities forward through analysis
  • Building connections between the outputs of one SMC process and the inputs to another in order to continually improve delivery execution
  • Proactively managing business controls and bridging gaps between Service Lines teams and drive rapid recovery during incidents
  • Responsible for the implementation of the SMC model in the given SLA/PoW as agreed with the Customer
  • Managing the SLM module in ITSM tool in close cooperation with ITSM developers
  • Requirement management for automated reports
  • Testing and verification of datasets and automated reports related to KPI reporting
  • Performing similar range of duties when assigned


  • Required Security Clearance: NATO Secret
  • Mandatory Experience and Education:
  • 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
  • Excellent communication
  • Proven ability to effectively communicate orally and in writing, with good briefing skills
  • Advanced organizational skills and analytical approach to problem solving
  • ITIL v3 or higher Certificate
  • Experience in customer relationship management longer than 2 years
  • Experience in executive level business reporting longer than 2 years
  • Experience in resource and team management
  • Extensive knowledge of Service Level Management
  • Extensive knowledge and experience in designing KPIs and KQIs, designing in SLA reports and presentation of reports on executive level
  • Knowledge and experience in BMC Remedy ticketing system and SLM module

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