Service Level Manager

• A university degree in a relevant scientific or engineering discipline equivalent to a BSc or 10+ years of relevant experience in the following areas
• Sound knowledge and provable experience with KPIs, KQIs
• Provable experience on designing and facilitating the implementation of 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
• 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

DUTIES/ROLE:

Additional Dashboard Features and UX Improvement

• Enterprise Service Performance Dashboard prototype will be enhanced through feature expansion, UX/UI improvements, and SLA-aligned KPI updates. Activities include but are not restricted to:
  • Analyse user feedback and initial usage patterns to identify areas for improvement and additional features within the dashboard
  • Design, develop and implement new features to enhance the usefulness of the dashboard
  • Enhance the Dashboard User Experience (UX) and User Interface (UI) by refining its visualization capabilities to improve accessibility and usability, incorporating the expertise of a dedicated UX/UI Designer
  • Update the Dashboard with the new/updated KPIs
  • Update the "As-built" documentation, including Use Cases and the Data Model, to accurately reflect the newly implemented features and changes
• An interface design specification and relevant technical documentation will be created and will be released following a formal review process. Activities include but are not restricted to:
  • Develop an Interface specification for a data collection Interface, the data formats, measurement, controls etc
  • Share the draft standard with the given stakeholders to collect feedback/comments, conduct clarification meetings, and address the comments
  • Designed interface will be implemented, and deployed enabling different Service Providers’ data supply complying with the given standards and standard data collection through ETL process. Activities include but are not restricted to:
    • Build, test and deploy the proof-of-concept interface (e.g. Web Service) exposed by the Dashboard to all the Service Providers, in order to feed the Service performance data
    • Adapt the Dashboard (i.e. UX and Data Model) to be able to display the service performance of all services delivered. This includes all the services offered by all Service Providers and the associated existing KPIs
• Dashboard Maintenance and Managing User Feedback
  • Project team will operate and maintain the dashboard throughout 2026 and support report deliveries through it. The team will also receive user feedback, review them and answer with new implementation planning or clarifications. Activities include but are not restricted to:
  • Any reported incidents on the dashboard issues, and dashboard access or user training requests. Maintenance and user support efforts will be aligned with below listed KPIs and target levels:
  • Availability: 99.5%
  • Incident resolution time: Default priority to be Low (P4) at initial ticket creation, Resolution Time target level is 5 working days and target level for resolution rate set to 80%
  • Request fulfilment time: Service requests are categorized as simple and resolution rate is set to 80%

Job requirements

All the mandatory requirements have to be met in order to apply.

• A university degree in a relevant scientific or engineering discipline equivalent to a BSc or 10+ years of relevant experience in the following areas (Mandatory)
• Sound knowledge and provable experience with KPIs, KQIs (Mandatory)
• Provable experience on designing and facilitating the implementation of Dashboards (Mandatory)
• Sound knowledge and wide-experience with KPIs & (Mandatory)
• KQIs and formal reporting on User Experience (Mandatory)
• Experience in leading Das