Service Level Manager

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

Who we are supporting 

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

• Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
• Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
• Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.
• Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.

The program

Assistance and Advisory Service (AAS)

The NATO Communications and Information Agency (NCI Agency) is NATO’s principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.

To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

Role ID – 2026-0126

 Role Background

Enterprise Service Performance Dashboard Services aims to maintain and improve the existing NATO Enterprise Service Performance tools and processes.

 Role Duties and Responsibilities

A-3.1 Additional Dashboard Features and UX Improvement

• Analyze user feedback and initial usage patterns to identify areas for improvement and additional features within the dashboard.
• Update the Dashboard with the new/updated KPIs.

A-3.2 Interface Design & Development

• Share the draft standard with the given stakeholders to collect feedback/comments, conduct clarification meetings, and address the comments.

A-3.3 Interface Implementation

• Adapt the Dashboard (i.e. UX and Data Model) to be able to display the service performance of all services delivered. This includes all the services offered by all Service Providers and the associated existing KPIs.

A-3.4 Dashboard Maintenance and Managing User Feedback

• Any reported incidents on the dashboard issues, and dashboard access or user training requests. Maintenance and user support efforts will be aligned with below listed KPIs and target levels:
• Availability: 99.5%
• Incident resolution time: Default priority to be Low (P4) at initial ticket creation, Resolution Time target level is 5 working days and target level for resolution rate set to 80%

Request fulfilment time: Service requests are categorized as simple and resolution rate is set to 80%

Essential Skills, Experience and Certifications

• A university degree in a relevant scientific or engineering discipline equivalent to a BSc or 6+ years of relevant experience in the following areas;
• Sound knowledge and provable experience with KPIs, KQIs;
• Provable experience on designing and facilitating the implementation of Dashboards;
• Sound knowledge and wide-experience with KPIs & KQIs and formal reporting on User Experience;
• Experience in leading Dashboard development teams and working groups in military IT environments;
• Experience in leading and instructing technical teams implementing KPIs and KQIs;
• Sound knowledge of Dashboard UX Design, Transition and Operation processes with proven experience on one of these processes;
• Sound knowledge of ITIL processes with proven experience on one of these processes;
• Sound knowledge and experience of IT Service Level Management;
• Experience in writing UX Deliverables, Requirements documentation and understanding translations into technical solutions;
• Excellent communication skills.
• Proven ability to effectively communicate orally and in writing, with good briefing skills;
• Sound experience in reporting and use of BI tools;
• Advanced organizational skills and analytical approach to problem solving;
• Sound knowledge and experience with monitoring tools and techniques on measuring service quality.

 Language Proficiency

• English language Proficiency

 Working Location

• Braine L’Alleud, Belgium and Brussels, Belgium

 Working Policy

• Onsite

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Cosmic Top Secret personal security clearance