• Working Location: Mons, Belgium
  
• Language: High proficiency level in English language
  
  

• 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 review
  
• 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

• 
  

• 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