Service Level Manager

The Service Level Manager will join the NATO Communications and Information Agency in Naples, Italy, to manage and deliver Communication and Information Systems products and services supporting NATO operations. The role involves contributing to continuity management, risk management, availability management, contract performance monitoring, and acting as a contact point for service support requests.

Responsibilities

• Contributes to the development of continuity management plans.
• Identifies information and communication systems that support critical business processes.
• Undertakes basic risk management activities.
• Maintains documentation of risks, threats, vulnerabilities and mitigation actions.
• Analyses service and component availability, reliability, maintainability and serviceability.
• Contributes to the availability management process and its operation.
• Performs defined availability management tasks.
• Monitors service component capacity and initiates actions to resolve any shortfalls according to agreed procedures.
• Applies techniques to control the demand upon a particular resource or service.
• Sources and collects contract performance data (such as pricing and supply chain costs), and monitors performance against key performance indicators.
• Monitors progress against business objectives specified in the business case.
• Proactively manages risk and reward mechanisms in the contract.
• Acts as the routine contact point, receiving and handling requests for support.
• Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.

Requirements

• A minimum requirement of a Bachelor’s degree at a nationally recognised/certified University in a related discipline and 2 years post-related experience.
• Or exceptionally, the lack of a university degree may be compensated by the demonstration of a candidate’s particular abilities or experience that is/are of interest to NCIA, that is, at least 6 years extensive and progressive expertise in duties related to the function of the post.
• 2 years' 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 of both the introduction of new Service Level Management process ability to deliver the key Outputs (SLA/OLA Documents), Reports and Service Improvement Plans.
• Fluency in English, both written and spoken.

Skills

• Service Level Agreement Management
• Service Management
• SLA Management
• OLA Documentation
• Service Improvement Planning
• Customer Satisfaction Improvement
• Productivity Improvement
• Continuity Management
• Risk Management
• Availability Management
• Contract Performance Oversight
• Service Support Management

Languages

English