[4419] Assistant in Service Level and Customer Relationship Management

☞ GardPass Consulting

View: 110

Update day: 07-11-2025

Location: Mons Hainaut

Category: Other

Industry: IT Services IT Consulting

Position: Entry level

Job type: Temporary

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Job content

Start date: October 2024

Location: Mons, Belgium

Clearance: NATO Secret clearance

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.
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
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Deadline: 22-12-2025

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