Service Level ManagerNew

Manages service-level, availability and capacity activities for NATO communications and information services in Naples. The manager maintains risk and continuity information, monitors performance against service and contract objectives, handles support requests and drives corrective action so critical systems remain reliable, available and responsive for NATO customers.

• Develop continuity-management plans and identify systems supporting critical business processes
• Maintain risk, threat, vulnerability and mitigation documentation
• Analyze service availability, reliability and maintainability
• Monitor component capacity and initiate action to resolve shortfalls
• Collect contract-performance data and monitor key performance indicators
• Handle support requests and provide information to enable resolution

• Bachelor’s degree in a related discipline and two years of post-related experience, or six years of extensive progressive relevant expertise
• Two years of service-management experience
• Fluency in written and spoken English

• Service Level Management
• Availability Management
• Capacity Management
• Continuity Management
• Risk Management
• Contract Performance Management
• Service Desk Support