Service Level Manager — KPI and Reporting Lead for NATO with security clearance
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An enterprise service performance dashboard is moving from prototype to a service the organisation depends on. It needs someone who owns the measurement itself: which indicators matter, how they are defined, how they are reported, and how a team of analysts turns that into something people trust.
You would lead the metrics work for a team of five analysts, on site with the customer's technical staff, reporting to a technical team leader.
What you would be doing
- Defining the performance and quality indicators the dashboard reports, and defending those definitions 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 working groups where the requirements are settled.
- Owning the formal reporting on user experience, and making sure the numbers reconcile with the operational records behind them.
- Running service level management for the dashboard itself: availability, incident resolution and request fulfilment against agreed targets.
- Writing the user-experience deliverables and requirements documentation, and translating them into 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 more of directly relevant experience.
- Sound, provable knowledge of performance and quality indicators, and of formal reporting on user experience.
- Experience designing dashboards and seeing their implementation through.
- Experience leading dashboard development teams and working groups in a military or defence IT environment.
- Experience leading and instructing technical teams implementing indicator frameworks.
- Sound knowledge of dashboard user-experience design, transition and operation, with proven experience in at least one of them.
- Sound knowledge of ITIL processes, with proven experience in at least one of them, and of IT service level management.
- Excellent communication — much of this job is making other people agree on a number.
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Braine-l'Alleud, Wallonia, Belgique WLG Temps pleinAn 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...
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Braine-l'Alleud, Wallonia, Belgique WLG Temps pleinAn 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...
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Braine-l'Alleud, Wallonia, Belgique WLG Temps pleinAn 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...
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Braine-l'Alleud, Wallonia, Belgique WLG Temps pleinAn enterprise service performance dashboard has come out of prototype and now hasreal users, real feedback and a growing list of service providers who need to feed data into it.A small analytics team is being formed to take it further: more features, a better interface, andpipelines that can absorb far more service data than they do today. You would be one...
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