# C005036 Service Level Manager (SMA O2) (NS) - MON 10 Aug

> EMW, Inc. · Braine-l'Alleud, Belgium · Contract · Posted 2026-07-28

**Workplace:** on_site

**Department:** AAS

## Description

**Deadline Date:** Monday 10 August 2026

**Requirement:** Service Level Manager (SMA O2)

**Location:** Braine-l'Alleud, BE

**Full Time On-Site:** Yes

**Time On-Site:** 100%

**Total Scope of the request (hours):** 700

**Required Start Date:** 13 September 2026

**End Contract Date:** 31 December 2026

**Required Security Clearance:** NATO SECRET

**Duties & Role:**  

The Service Level Manager shall perform duties in the following areas:

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 optimize 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.

## Requirements

**Skills, Knowledge & Experience:**

-   The candidate must have a currently active NATO SECRET security clearance
-   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.
-   ITIL Foundation, DevOps Foundation and certifications proving the competency level in programming/software development skills

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.

## Apply

[Apply at EMW, Inc.](https://apply.workable.com/emw/j/6BF39F3BA0/apply)

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