Service Level Manager — KPI and Reporting Lead for NATO with security clearance
Il y a 1 jour
Brainel'Alleud, Wallonia, Belgique
WLG
Temps plein
Gratuit avec email ou Google
Enregistrez cette offre et organisez votre recherche
Créez un compte gratuit pour enregistrer des offres d'emploi, créer des alertes et revenir à cette liste depuis votre tableau de bord.
Gratuit avec email ou Google
An enterprise service performance dashboard is moving from prototype to a servicethe organisation depends on. It needs someone who owns the measurement itself: which indicatorsmatter, how they are defined, how they are reported, and how a team of analysts turns that intosomething people trust.
You would lead the metrics work for a team of five analysts, on site with the customer'stechnical staff, reporting to a technical team leader.
What you would be doing
Defining the performance and quality indicators the dashboard reports, and defending thosedefinitions with the stakeholders who have to live by them.
Designing dashboards and facilitating their implementation — deciding what is shown, to whom,and what a viewer is expected to do about it.
Leading and instructing the analysts implementing those indicators, and chairing the workinggroups where the requirements are settled.
Owning the formal reporting on user experience, and making sure the numbers reconcile withthe operational records behind them.
Running service level management for the dashboard itself: availability, incident resolutionand request fulfilment against agreed targets.
Writing the user-experience deliverables and requirements documentation, and translating theminto work the technical team can pick up.
What you would bring
A university degree in a relevant scientific or engineering discipline, or ten years and moreof directly relevant experience.
Sound, provable knowledge of performance and quality indicators, and of formal reporting onuser experience.
Experience designing dashboards and seeing their implementation through.
Experience leading dashboard development teams and working groups in a military or defence ITenvironment.
Experience leading and instructing technical teams implementing indicator frameworks.
Sound knowledge of dashboard user-experience design, transition and operation, with provenexperience in at least one of them.
Sound knowledge of ITIL processes, with proven experience in at least one of them, and of ITservice level management.
Excellent communication — much of this job is making other people agree on a number.