Service Level Manager

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.

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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.

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Role ID – C004782

Role Duties and Responsibilities

• Monitor and analyse CIS service performance against agreed SLAs, including availability, response times, resolution times, and overall service quality metrics.
• Produce regular service performance reports, including Quarterly Service Level Reports (QSLR), identifying SLA compliance, trends, risks, and required corrective actions.
• Act as the primary interface between Operational Partners and technical teams regarding service delivery matters.
• Conduct regular service review meetings with Operational Partner counterparts, including preparation of materials, presentation of service performance and documentation of agreed actions.
• Coordinate with operational and technical teams to ensure service delivery aligns with agreed priorities, commitments and SLA targets.
• Track and follow up on incidents, problems, and service requests impacting service performance and SLA compliance.
• Support the change management process by reviewing CRQs and WOs for potential service impact, ensuring changes are scheduled to minimize disruption.
• Validate post-change service performance and confirm that agreed service levels are maintained.
• Identify trends, recurring issues, and systemic weaknesses through analysis of service data and Operational Partner feedback.
• Propose and support implementation of service improvement initiatives to enhance service performance, reliability and Operational Partner satisfaction.
• Maintain and update service management documentation, including service descriptions, reporting artefacts and procedures.

Essential Skills, Experience and Certifications

• Proven experience in IT service management with focus on Service Level Management and SLA monitoring.
• Strong understanding of ITIL processes (Service Level Management, Incident Management, Change Management).
• Experience in preparing service reports (including quarterly reporting) and conducting stakeholder review meetings.
• Ability to analyse service performance data and drive continuous improvement actions.
• Strong stakeholder engagement and communication skills.

Language

• Proficiency in English.

Working Location

• Bydgoszcz, Poland

Working Policy

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Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance