Service Level Manager
Spektrum have a wide range of exciting opportunities in several global locations. We are always looking to add great new talent to our team and look forward to hearing from you.
Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.
Who we are supporting
The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.
The NCIA provides a wide range of services, including:
Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.
Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.
Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.
The program
Assistance and Advisory Service (AAS)
The NATO Communications and Information Agency (NCI Agency) is NATO’s principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.
To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.
Role ID – C005036
Role Duties and Responsibilities
Service Level Management
Define, maintain and monitor Service Level Agreements, Operational Level Agreements, KPIs and performance targets.
Monitor service performance against agreed service levels, contractual obligations and stakeholder expectations.
Prepare and deliver service performance reports, dashboards and management briefings.
Identify service performance trends, risks, issues and improvement opportunities.
Coordinate with service owners, technical teams, suppliers and stakeholders to ensure service commitments are understood and achieved.
Support service review meetings and track agreed service improvement actions.
Contribute to continual service improvement initiatives to enhance service quality, efficiency and user satisfaction.
Support the development and maintenance of service catalogues, reporting frameworks and performance measurement approaches.
Data Management and Reporting
Develop and implement practices to control, protect and optimise the value of data assets.
Assess the integrity, availability and quality of data from multiple sources.
Maintain information handling procedures and support the use of formal data and metadata structures.
Analyse incidents, service requests, problems, availability and performance data to assess service effectiveness.
Transform raw service data into meaningful information and insight to support decision-making.
Business Intelligence and Data Visualisation
Support business intelligence reporting for management, governance and operational areas.
Develop and maintain reports, dashboards and visualisations using appropriate tools and techniques.
Select, acquire and integrate relevant data to support analysis and reporting.
Identify opportunities to digitise, streamline and automate reporting and operational data handling.
Apply visualisation techniques to present service performance, trends and improvement opportunities clearly.
Data Analysis, Modelling and Engineering
Investigate data requirements and support data modelling and design activities.
Design, implement and maintain data pipelines to connect data across systems, applications and organisations.
Apply data analysis and data science techniques to evaluate datasets, identify trends and support service improvement.
Develop and evaluate analytical models, hypotheses and methods where required.
Programming / Software Development
Design, code, test, document, amend and maintain moderately complex programs or scripts.
Apply agreed standards and tools to deliver reliable and well-engineered solutions.
Monitor progress, identify development issues and propose practical solutions.
Collaborate with others in reviews and improvement activities.
User Experience Evaluation
Evaluate user feedback, service usability and accessibility to support service improvement.
Analyse user experience KPIs and recommend actions.
Check systems, services and products against applicable standards, guidelines and requirements.
Identify areas for future user research, benchmarking and service enhancement.
Essential Skills, Experience and Certifications
A minimum requirement of a relevant 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 NCI Agency, that is, at least 6 years extensive and progressive expertise in duties related to the function of the post.
Demonstrable experience as a Data Analyst, Data Scientist, or similar role, or experience performing these functions roles as part of another job.
Demonstrable experience with at least one programming language, such as Python, R, or C#.
Experience with commercially available or open-source data visualization tools, such as Power BI, Grafana or R Shiny.
Experience with SQL and relational databases, such as SQL Server.
Experience with user experience KPIs and reporting.
Desirable Experience and Education:
Prior experience of working in an international environment comprising both military and civilian elements;
Knowledge of NATO responsibilities and organization, including ACO and ACT.
Training & Certifications ITIL Foundation, DevOps Foundation and certifications proving the competency level in programming/software development skills
Working Location
Braine-l'Alleud, BE
Working Policy
On-site
Travel
Some travel to other NATO sites may be required
Security Clearance
Valid National or NATO Secret personal security clearance
We never know what new opportunities might be just over the horizon. If this opportunity isn't for you, please feel free to send us your resume anyway and be the first to know if something suitable for your skills and experience comes up.