C003711 Assistant in Service Level and Customer Relationship (NS) - WED 23 July

Deadline Date: Wednesday 23 July 2025

Requirement: Assistant in Service Level and Customer Relationship Management

Location: Mons, BE

Full Time On-Site: Yes

Time On-Site: 100%

Total Scope of the request (hours): 800

Required Start Date: 1 September 2025

End Contract Date: 31 December 2025

Required Security Clearance: NATO SECRET

Duties and Role:

Under the direction of the Head of Service Delivery and Support Section, the incumbent will perform duties such as the following:

Customer and Service Relationship Management support:

• Support the review and negotiation of Service Level Agreements, contributing to the translation of Customers' business requirements into IT requirements and meet the ESOC Service capacity.
• Support in cooperation to deliver live assistance and boost Customers' engagement.
• Support the development of NCI Agency Customers' business and operational requirements understanding to better tailor the ESOC Service support in IT Operations.
• Support Service Level and Customer Relationship Management knowledge-sharing across the ESOC Units.
• Support Service Catalogue Management by assisting in the yearly development / update of ESOC Service Description.

Service Performance and Reporting support:

• Participate and support during the monthly and quarterly service level reports meetings.
• Support in Review the service performance reports, identify ESOC Service performance shortfalls, and support on reporting the results to ESOC Units recommending adjustments as necessary.

Business Improvement and Internal Organization:

• Support and Contribute to general business improvement initiatives within the ESOC.
• Support and Participate in the internal organization of the Section by keeping track of assigned tasks and timelines.

Miscellaneous Duties:

• Deputize for higher grade staff, if required.
• Perform other duties as may be required

Skill, Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• Higher vocational training in a relevant discipline with 1 years post-related experience. Or a secondary educational qualification with 3 years post-related experience.
• Experience in different type of service level agreements with at least 3 years' experience in Service Level Management including Service Level Agreements review.
• Experience with Service Level targets and Services performance reviews.
• Experience in Service Catalogue management and IT Service description review.
• Understanding of Service Delivery Plans;
• Understanding of Financial Management for IT Services.
• ITIL Foundation current certification or similar certification.