C004108 Service Level Manager

il y a 3 semaines

Brainel'Alleud, Wallonie, Belgique EMW Temps plein

EMW Braine-l'Alleud, Walloon Region, Belgium

Deadline Date: Monday 10 March 2025
Requirement: Service Level Manager - KPI Dashboards
Location: Braine L'Alleud, BE
Full Time On-Site: Yes
Time On-Site: 100%
Total Scope of the request (hours): 500
Required Start Date: 21 April 2025
End Contract Date: 31 December 2025
Required Security Clearance: NATO SECRET

Duties and Role:
  • Being the main interface with customers receiving, understanding, further developing and documenting the requirements related to Cyber Security KPIs and KQIs;
  • Develops a service performance dashboard design methodology, document it and present it in various forums where customers are involved;
  • Translates high-level customer and business requirements into actionable technical level requirements;
  • Communicates with SDMs, customers and other stakeholders and maintains common agreement;
  • Translates the KPI requirements into technical terms to enable automation of KPI dashboard reporting;
  • Tasks and guides data analysts for technical implementation of new or improved KPIs;
  • Ensures monitoring and reporting of agreed KPIs, provision of services, and quality of delivered services;
  • Produces technical documentation and status reports;
  • Encourages collaboration between Service Delivery entities and performs proactive customer reviews in cooperation with Demand Management and the Service Owners;
  • Requirement management for data visualization through self-service dashboards;
  • Actively supports and engages with experts and stakeholders to ensure continuous improvements are identified through review and benchmarking processes.
RequirementsSkill, Knowledge & Experience:
  • The candidate must have a currently active NATO SECRET security clearance
  • A university degree in a relevant scientific or engineering discipline equivalent to a BSc or 10+ years of relevant experience;
  • Sound knowledge and provable experience with Cyber Security KPIs, KQIs;
  • Provable experience on designing and facilitating the implementation of Cyber Security Dashboards;
  • Sound knowledge and wide-experience with KPIs & KQIs and formal reporting on User Experience;
  • Experience in leading Dashboard development teams and working groups in military IT environments;
  • Experience in leading and instructing technical teams implementing KPIs and KQIs;
  • Sound knowledge of Dashboard UX Design, Transition and Operation processes with proven experience on one of these processes;
  • Sound knowledge of ITIL processes with proven experience on one of these processes;
  • Sound knowledge and experience of IT Service Level Management;
  • Experience in writing UX Deliverables, Requirements documentation and understanding translations into technical solutions;
  • Excellent communication skills. Proven ability to effectively communicate orally and in writing, with good briefing skills;
  • Sound experience in reporting and use of BI tools;
  • Advanced organizational skills and analytical approach to problem solving;
  • Sound knowledge and experience with monitoring tools and techniques on measuring service quality
Seniority level

Mid-Senior level

Employment type

Contract

Job function

Other

Industries

IT Services and IT Consulting

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