Service Level Manager

Who we are:

For more than 70 years, NATO’s mission has been to preserve peace and security in the Alliance for nearly one billion citizens. The NATO Communications and Information Agency (NCIA) and its predecessors have worked tirelessly in providing the means that enable the connectedness and togetherness that keep our Alliance strong. We are the NCIA, a team of 3000 civilian and military staff in 29 locations throughout Europe, North America and Asia.

Our technology and cyber experts allow NATO to conduct critical operations, protect NATO’s airspace, make data-driven decisions, defend against cyber-attacks, secure NATO networks and maintain superiority in space. This is all possible because of our greatest force, our people. In order to keep this edge we aim to hire, train and retain the very best staff.

Our staff members represent both the diversity and unity of our Alliance. When you join the NCIA, you will be part of an organization where you can contribute authentically to the mission and purpose of NATO and help us keep our technological edge.

About the job:

Based in Naples, Italy, you will join the Agency as we embark on a journey to transform our IT services to support NATO’s Digital Endeavour. You will join CSU Naples, located in Lago Patria, Naples, Italy, which is responsible to manage, deliver and maintain assigned Communication and Information Systems (CIS) products and services for the Agency’s customers during peacetime, crisis and war throughout its assigned AoR and as otherwise directed. As the local service provider for Joint Force Command Naples (JFCNP), NATO CIS Group 2nd NATO Signal Battalion (2NSB), Centre for Maritime Research and Experimentation (CMRE) and Service Management Authority (SMA) for JFCNP and CMRE, it supports the NCIA in delivering secure, reliable end-to-end services under the Enterprise Service Delivery Model (ESDM).

We are looking for a driven and enthusiastic Service Level Manager, who will take on the following roles and responsibilities:

• Contributes to the development of continuity management plans.

• Identifies information and communication systems that support critical business processes.

• Undertakes basic risk management activities.

• Maintains documentation of risks, threats, vulnerabilities and mitigation actions.

• Analyses service and component availability, reliability, maintainability and serviceability.

• Contributes to the availability management process and its operation.

• Performs defined availability management tasks.

• Monitors service component capacity and initiates actions to resolve any shortfalls according to agreed procedures.

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• Applies techniques to control the demand upon a particular resource or service.

• Sources and collects contract performance data (such as pricing and supply chain costs), and monitors performance against key performance indicators.

• Monitors progress against business objectives specified in the business case.

• Proactively manages risk and reward mechanisms in the contract.

• Acts as the routine contact point, receiving and handling requests for support.

• Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.

For a full list of duties, please review the job description on the NCIA career site.

About you:

The valuable knowledge and experience that you bring to this role are:

• A minimum requirement of a Bachelor’s 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 NCIA, that is, at least 6 years extensive and progressive expertise in duties related to the function of the post.

• 2 years' experience working in a Service Management environment.

• Demonstrable experience of having designed and implemented significant productivity customer satisfaction improvements.

• Solid working knowledge of Service Level Management ideally with experience of implementing or at least executing corporate wide SLM process.

• Experience of both the introduction of new Service Level Management process ability to deliver the key Outputs (SLA/OLA Documents), Reports and Service Improvement Plans.

• Fluency in English, both written and spoken.

What we offer:

• Genuinely meaningful work as part of the most successful alliance in history;

• 5 year contract with competitive tax-free salary and household and children’s allowances;

• Privileges for expatriate staff including expatriation and education allowances (where appropriate) and additional home leave;

• Excellent private health insurance scheme;

• Generous annual leave of 30 days plus official holidays;

• NATO Pension Scheme;

• Development programs such as professional training, wellbeing, and more.

To learn more about NCIA and our work, please visit our website. 

The NCIA prides itself on being an equal opportunity employer. We are committed to fostering an inclusive environment of mutual respect and value uniqueness and differences in gender, gender identity, race, ethnic or cultural origin, age, religion, sexual orientation and physical or neurocognitive ability. 

Additional details on the conditions of application can be found via the NCIA career site.