Service Level Agreement Consultant

il y a 3 jours


Brussels, Belgique Business Integra Inc Temps plein

**Description**:
**Profile Description Summary**:

- SLA Consultant works in the Information, Communication and Technology Management (ICTM) Directorate under the supervision of the Head Business Relationship Management and ICTM Director.

**Objectives & Scope of Work**:

- Review existing SLA between NATO HQ International Staff and the main supplier NATO Communication and Information Agency (NCIA) with the goal to:

- Improve clarity, detail and KPIs
- Improve the ability to monitor service delivery and control costs (short and long term)
- Include IT and manpower capacity management
- Lead planning and process improvement activities in the ICTM and supplier Service Level Management processes
- Review, audit and report on service provision to stakeholders
- Participate in negotiation, implementation and monitoring of the SLA with the supplier.
- Meet with suppliers and customers on a regular basis to review updates on SLA performance, cost and measurements based on service delivery controls and targets
- Perform other duties as may be required

**Deliverables**
- This SLA Consultant works in the ICTM Directorate under the supervision of the Head Business Relationship Management and ICTM Director.
- He/She is responsible for revising the existing SLA and recommending an improved version of the contract.
- He/she collaborates with the Budget Officer to ensure that the SLA is in line with NATO budgetary limits and regulations.
- He/She is also involved in the production of relevant management reporting information in accordance with agreed standards.

**Experience**
- At least 3 years of working experience in IT Service Delivery and Contract management

**Education and Qualification requirements**
- have a good general education at least to higher secondary level or to secondary level complemented by training in Information and Communication Technologies or have an equivalent professional experience

**Language requirements**
- Possess the following minimum levels of NATO’s official languages (English/French): V (“Advanced”) in English; III (“Intermediate”) in the French.

**Job Types**: Full-time, Contract

**Experience**:

- IT Service: 3 years (required)
- Contract Management: 3 years (required)


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