Service Manager, SLA and Continuous Improvement for NATOwith 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 If this matches your background, apply and we will come back to you.