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Service Level Manager

MCR Global
Mons (BE)
Closing date
14 Dec 2021
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Do you have previous Service Level Management experience? Are you looking to play a meaningful role in a creative environment? If so, we are searching for someone like you to join our team of experts supporting NATO!


Your daily role responsibilities with our company will be as follows:

  • Manages dCIS reporting for the Agency, acting as liaison between NSII and SMC
  • Responsible for the Quarterly Service Level Report and managers the delegation of dCIS permissions
  • Acts as the cross-organisational DoDCP Board secretary Service Level Management
  • Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant  information 
  • Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions

Customer service support

  • Acts as the routine contact point, receiving and handling requests for support
  • Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution
  • Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate
  • Assists with the development standards, and applies these to track, monitor, report, resolve or escalate issues
  • Contributes to creation of support documentation

Additional specific responsibilities for this post: 

  • Participate in the design, development, implementation, standardisation and improvement of reporting processes using automated tools ranging from Excel to BI tools
  • Participate in the development, enhancement and usage of BI tools, management reporting processes, Governance reporting, dashboards, metrics and KPIs
  • Contribute to enhancing the overall quality of BI data and to the resolution of data quality, model or process issues, including coordinating with other functional and business areas


If you have passion for the work described above, here are the basic qualifications we are looking for:

  • Previous experience as DoDCP Board Secretary 
  • Proven ability to act as liaison between organisational entities and management of executive level reporting
  • Proven analytic skills and problem solving creativity on a variety of subjects of dissimilar nature
  • Extensive experience in the use of Microsoft Outlook, Excel, Word, PowerPoint, SharePoint and reporting tools
  • Good understanding of Information Technologies (IT), specifically extracting and leveraging data into information to support business decision making
  • Have experience in implementing guidelines, standards and procedures
  • Have experience in writing procedures, instructions
  • Proven ability to communicate effectively, orally and in writing
  • Proven ability to work under pressure in a complex environment
  • Excellent organisational skills
  • Care for details
  • Demonstrable team working ability
  • ITIL Foundation (v3 or higher)
  • NATO Secret or National Secret Clearance
  • Right to live and work in duty location unencumbered 


MCR, LLC is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, colour, religion, national origin, disability, protected veteran status, age or any other characteristic protected by law.

Learn why so many of your highly qualified colleagues are already working at MCR. Check our open positions for opportunities to give your career a distinct edge.

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