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 – C004578

Role Duties and Responsibilities

Service Level Manager is responsible for supporting all CSU customer-facing service management activities, overseeing the execution of the service program of work within their area of responsibility, and performing as part of the team delivering service management, customer coordination, contractual compliance, and project support. The Head of SMB ensures local service delivery remains aligned with Service Level Agreements, customer expectations, and NCIA policies.

Service Level Manager will also support NCIA Change Management process as a local change manager In addition, Service Level Manager supports the Head of SMB in CSU-wide coordination.

Essential Skills, Experience and Certifications

• Experience in IT Service Management, Service Delivery, or Customer Support management roles.
• Experience managing service performance against formal Service Level Agreements.
• Experience in customer relationship management, stakeholder coordination, and customer-facing service roles.
• Experience managing resources.
• Experience coordinating both internal staff and contractor- delivered services.
• Experience contributing to operational planning, resource allocation, and risk management processes.
• Demonstrated knowledge of service management best practices, processes, and performance management.
• Experience in Change Management

Working Location

• Izmir, Turkey

Working Policy

• Onsite

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance