Would you like to join the leading international intergovernmental organization?

You are the point where service commitments become reality. As a Service Level Manager, you ensure NATO’s digital services are delivered reliably, on time, and in line with customer expectations. You’ll monitor SLAs, manage service performance, and act as the bridge between technical teams and the mission they support.

Your role also includes guiding changes smoothly as a local change manager and helping coordinate service delivery across teams. If you’re driven by clarity, precision, and keeping critical operations running, step into this essential position.

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 Qualifications & Experience:

• 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

If you've read the description and feel this role is a great match, we'd love to hear from you! Click "Apply for this job" to be directed to a brief questionnaire. It should only take a few moments to complete, and we'll be in touch promptly if your experience aligns with our needs.