# C004950 Service Level Manager (NS) - TUE 3 Nov RELAUNCH

> EMW, Inc. · Braine-l'Alleud, Belgium · Contract · Posted 2026-10-20

**Workplace:** on_site

**Department:** AAS

## Description

**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

## Apply

[Apply at EMW, Inc.](https://apply.workable.com/emw/j/F451A08295/apply)

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