Submitted candidates were found not compliant due to the following: • The candidate doesn't meet the major SLM requirements such as proven track of SLM experience - no hands-on experience in negotiations and reporting. • The candidate doesn't meet dedicated SLM experience. • The candidate has been interviewed but his responses lacked knowledge of basic concepts regarding SL reporting. • The candidate has been interviewed but her technical experience and education are not aligned with SLM requirements (especially on SLA negotiations) and doesn't meet the expectation of having hands-on experience.. • The candidate doesn't meet the basic requirement of holding an ITIL certificate or any equivalent SM certificates. Deadline Date: Tuesday 3 November 2026 Requirement: Service Level Manager Location: Braine-l'Alleud, BE Full Time On-Site: Yes Time On-Site: 100% Total Scope of the request (hours): 836 Required Start Date: 7 December 2026 End Contract Date: 31 December 2026 Required Security Clearance: NATO SECRET Duties & Role: • Responsible for monitoring end to end provision of services, ensuring that all Service Delivery entities are properly engaged in the delivery of services and providing value. • Establishes necessary communication with Service Delivery Managers, Customers, Account Managers, Data Analysts and any other stakeholders. • Contributes into SLA preparation and negotiations • Develops KPIs and associates with the SLA target levels. • Communicates with SDMs, customers and any other stakeholders and maintaining common agreement. • Manages Agency wide KPI Catalogue • Encourages collaboration between Service Delivery entities and performs proactive customer reviews in cooperation with Demand Management and the Service Owners. • Main point of contact to the customer for any activities related to the Service Levels. • Makes sure that agreed KPIs are monitored and reported. • Translates the KPI requirements into technical terms so that KPI reporting can be automated. • Provide guidance to the stakeholders Requirements Skills, Knowledge & Experience: • The candidate must have a currently active NATO SECRET security clearance • A university degree in a relevant scientific or engineering discipline equivalent to a BSc or 5 years of relevant experience • Sound knowledge of Service Design, Transition and Operation processes with proved experience on one of these processes; • Sound knowledge, or experience, on Projects/Programmes/Services management best practices from a lifecycle approach; • Experience in resource management, including the planning for and allocation of resources in organizations; • Excellent communication skills. Proven ability to effectively communicate orally and in writing, with good briefing skills; • Advanced organizational skills and analytical approach to problem solving • ITIL v3 or higher Certificate