Service Level Manager

We are looking for a Service Level Manager who is willing to relocate to join our Client’s team in Braine-l'Alleud, Belgium. At Hexa Consulting, we’re more than an IT consulting company — we’re a place where tech talent grows. Based in Portugal, we value transparency and a people-first approach, helping professionals take their next big step in IT. Our mission is to build strong connections and support the growth of every team member. With projects in Nearshore, Time & Material, Service Management, and Tech Academies, you’ll find opportunities to learn, innovate, and advance your career. Eligibility: Candidate must have resided in Portugal for at least the past 5 years. Portuguese citizenship is mandatory. Candidate must be prepared to obtain EU security clearance upon accepting the job offer (with Hexa coordination). Additional Details: Location: Braine-l'Alleud, Belgium Work Model: Hybrid Key Responsibilities: Service Level Management: Contribute to SLA preparation and negotiations. Act as main point of contact for customers on SLA-related matters. Monitor and report on KPIs, service provision, and service quality. Provide guidance to service management processes in response to SLA breaches. Launch continual service improvement (CSI) initiatives as needed. Translate KPI requirements into technical specifications for automation. Support SLM strategy alignment across service catalogue, SLAs, reporting, and analysis. Manage the Agency-wide KPI catalogue. Collaborate with SDMs, customers, analysts, and other stakeholders to assess performance, cost, and delivery. Foster collaboration and engagement across service delivery entities. Lead proactive customer reviews with Demand Management and Service Owners. Benchmark and review service performance with stakeholders to support improvement. Continuity & Availability Management: Provide input to continuity plans and contribute to availability processes. Analyse availability, reliability, maintainability, and serviceability of services and components. Ensure performance targets and service levels are met continuously. Contract Management: Oversee contract fulfillment and measure performance against obligations. Use KPIs to monitor and improve supplier performance. Address compliance issues and negotiate contract variations. Lead change management and stakeholder communication regarding contractual adjustments. Customer Service Support: Maintain policies, standards, and procedures for customer service. Manage daily operations to ensure customer satisfaction. Define and uphold service quality standards. Monitor performance and resolve issues using data-driven insights. Required Qualifications: Education & Experience: Bachelor’s degree (from a nationally recognized institution) + minimum 3 years relevant experience; OR no degree with at least 10 years of progressive, relevant experience. Core Knowledge & Skills: Strong knowledge of ITIL processes and IT Service Management (ITSM). Experience with SLA negotiation and customer relationship management. Executive and operational reporting expertise. Proven ability to draft SOPs, AIs, technical requirements, and translate these into practical solutions. Excellent written and oral communication, including briefing and reporting skills. Additional Desired Experience: Management of multidisciplinary teams. Expertise in reporting and use of BI tools. Experience with SLAs, OLAs, and advanced organizational problem-solving. Desirable: Familiarity with the SLM module in ITSM tools and SharePoint admin. Previous experience in international environments (especially military/civilian). Understanding of NATO structure, particularly ACO and ACT. Why Join Us? Employment: Indefinite Contract from the start. Relocation Support: Great relocation package. Health Insurance: Comprehensive coverage for your well-being. Hybrid Work Model: 2 days on-site, 3 days remote. Continuous Learning: Access to a Udemy Business subscription with thousands of workshops and courses. If you meet the above criteria and are ready for an exciting opportunity in a dynamic environment, submit your CV