Service Level Manager for NATO with security clearance

WLG•Auburn, ME

About The Position

The Service Level Manager is responsible for ensuring that IT services delivered to Operational Partners meet or exceed agreed Service Level Agreements (SLAs). This role acts as the primary interface between Operational Partners and technical teams, driving service performance, continuous improvement, and stakeholder satisfaction through effective monitoring, reporting, and coordination.

Requirements

Proven experience in IT service management with focus on Service Level Management and SLA monitoring.
Strong understanding of ITIL processes (Service Level Management, Incident Management, Change Management).
Experience in preparing service reports (including quarterly reporting) and conducting stakeholder review meetings.
Ability to analyse service performance data and drive continuous improvement actions.
Strong stakeholder engagement and communication skills.
Proficiency in English (NATO 3333)

Responsibilities

Monitor and analyse CIS service performance against agreed SLAs, including availability, response times, resolution times, and overall service quality metrics.
Produce regular service performance reports, including Quarterly Service Level Reports (QSLR), identifying SLA compliance, trends, risks, and required corrective actions.
Act as the primary interface between Operational Partners and technical teams regarding service delivery matters.
Conduct regular service review meetings with Operational Partner counterparts, including preparation of materials, presentation of service performance and documentation of agreed actions.
Coordinate with operational and technical teams to ensure service delivery aligns with agreed priorities, commitments and SLA targets.
Track and follow up on incidents, problems, and service requests impacting service performance and SLA compliance.
Support the change management process by reviewing CRQs and WOs for potential service impact, ensuring changes are scheduled to minimize disruption.
Validate post-change service performance and confirm that agreed service levels are maintained.
Identify trends, recurring issues, and systemic weaknesses through analysis of service data and Operational Partner feedback.
Propose and support implementation of service improvement initiatives to enhance service performance, reliability and Operational Partner satisfaction.
Maintain and update service management documentation, including service descriptions, reporting artefacts and procedures.