Service Manager, SLA and Continuous Improvement for NATO with security clearance

Where: On-site in Braine-l'Alleud, Belgium.

Would you like to join the leading international intergovernmental organisation?

We are supporting NATO in sourcing experienced professionals for mission-critical roles across the Alliance. This is a contract (B2B) engagement delivered on-site, working alongside NATO teams.

Key Responsibilities

• Manage assigned CIS services so that service readiness meets the level specified in the Service Level Agreement, coordinating closely with service lines and the CIS Support and Sustainment Centre
• Drive Continuous Service Improvement, recommending improvements and actioning the agreed items
• Review, develop and enhance service models and supporting documentation for customers, operations, maintenance and training
• Analyse and report on incidents, service requests and changes on a weekly, monthly and quarterly basis
• Work with customers, external service providers, engineers and senior management so services meet customer needs and SLAs
• Conduct periodic risk assessments to anticipate obsolescence, and initiate new projects where required
• Support project managers so service requirements and changes are captured and transitioned into service successfully
• Own configuration management, keeping all assets at known configuration states and correctly accounted for
• Develop and control the annual service budget, and assess manpower and O&M budget requirements
• Manage contractor support resources and the acceptance of contractor services

What you bring (essential)

• A bachelor's degree from a nationally recognised university in a related discipline plus 5 years of relevant post-graduate experience; exceptionally, at least 10 years of extensive expertise in the duties of the post may compensate for the absence of a degree
• Strong service delivery management experience with ITIL Foundation and Intermediate certification in Service Design/PPO, Service Transition/RCV, Service Operation/OSA, Service Strategy/SOA or Continual Service Improvement, or the latest equivalents
• A track record of developing and improving service models and supporting documentation, and of delivering continuous service improvements
• Demonstrable line-management experience, with evidence of being a motivator and mentor
• Thorough experience of service transition, configuration management and change management processes and tools
• Business and managerial skills including contingency planning and implementation, and budget planning, preparation, control and execution
• Experience managing small-scale projects implementing CIS services related to network monitoring and network performance management, and managing, leading and mentoring a team
• Strong report-writing and presentation skills

Nice to have

• ITIL Expert or Managing Professional
• PRINCE2 Foundation or PMI PMP, MSP Foundation, Management of Risk Foundation
• Proven success as an operational or technical team lead and service manager
• Familiarity with military telecommunications and information systems, from VLF to satellite EHF
• Membership of a recognised professional body or institution
• Experience of working in an international environment with both military and civilian elements
• Knowledge of NATO responsibilities and organisation, including Allied Command Operations and Allied Command Transformation

Practical detail

• Full time on-site in Braine-l'Alleud, with occasional travel to other sites in Belgium two to three times per month
• Normal office environment
• Contract engagement, starting September 2026