Service Level Manager

Nextlink is looking for an experienced Service Level Manager to oversee end-to-end IT service delivery performance and ensure services consistently meet agreed service-level commitments.

The successful candidate will coordinate multiple service delivery entities, support the development and negotiation of Service Level Agreements, establish meaningful Key Performance Indicators, and ensure effective service monitoring and reporting.

The role requires a strong understanding of IT service management processes, including Service Design, Service Transition and Service Operation, together with proven stakeholder engagement, analytical problem-solving and service governance capabilities.

The professional will act as a central point of contact for service-level matters, maintain a comprehensive KPI catalogue, facilitate proactive service reviews and translate business reporting needs into technical specifications supporting automated performance reporting.

This is a full-time, on-site assignment in Belgium, within a structured and security-sensitive IT environment.

Key Responsibilities

• Oversee end-to-end service provision and ensure all relevant service delivery entities are appropriately engaged and deliver measurable value.
  
• Establish and maintain effective communication with Service Delivery Managers, customers, Account Managers, Data Analysts, Service Owners and other stakeholders.
  
  
• Contribute to the preparation, review and negotiation of SLAs; develop and maintain KPIs aligned with agreed service-level targets.
  
  
• Manage the organisation-wide KPI catalogue, ensuring consistency, accuracy and relevance.
  
  
• Facilitate agreement on KPI definitions, targets and reporting expectations across stakeholders.
  
  
• Promote collaboration between service delivery entities and coordinate proactive customer service reviews alongside Demand Management and Service Owners.
  
  
• Act as the primary customer contact for service-level management activities; ensure agreed KPIs are monitored, measured, analysed and reported accurately
  
  
• Translate KPI and service reporting requirements into technical specifications to enable automated reporting
  
  
• Provide expert guidance to stakeholders on service management practices, SLA compliance and continuous service improvement.
  

Requirements

• NATO Secret security clearance
  
• ITIL v3 or higher certificate
  
• Demonstrated knowledge and practical understanding of IT Service Management principles.
  
• Sound knowledge of Service Design, Transition and Operation processes.
  
• Practical experience of project or service management best practices.
  
• Experience in resource management and planning.
  
• Ability to monitor end-to-end service provision and coordinate multiple service delivery entities.
  
• Experience supporting SLA preparation, service-level definition, stakeholder alignment and service performance governance.
  
• Ability to develop, maintain and manage KPIs.
  
• Ability to translate business and service reporting requirements into clear technical specifications supporting reporting automation.
  
• Strong stakeholder management capabilities.
  
• Excellent verbal and written communication skills.
  
• Advanced organisational skills, with the ability to coordinate multiple activities.
  
• Strong analytical thinking and problem-solving skills.