Service Level Manager
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What you will be doingDefining, maintaining and monitoring service level agreements, operational level agreements, KPIs and performance targetsReporting service performance to management, with dashboards and briefings people actually useSpotting trends, risks and improvement opportunities before they become escalationsWorking with service owners, technical teams and suppliers so service commitments are understood and metTurning raw incident, request, problem and availability data into insight that supports decisionsBuilding and maintaining reports and visualisations, and automating the reporting that should not be manualDesigning and maintaining data pipelines across systems and organisations, and modelling the data behind themWriting and maintaining moderately complex programs and scripts to agreed standardsEvaluating user feedback, usability and accessibility, and recommending what to changeWhat you will needA relevant degree plus two years of related experience, or at least six years of progressive experience in this kind of workDemonstrable experience as a data analyst or data scientist, or performing those functions inside another roleAt least one programming language in real use: Python, R or C#Data visualisation tools such as Power BI, Grafana or R ShinySQL and relational databases, SQL Server in particularExperience with user experience KPIs and reportingITIL Foundation and DevOps Foundation, plus evidence of your development competenceWhy this one is worth a lookIt is a rare mix. You are close enough to the service to change it, and technical enough to measure it properly. Prior experience in an international military and civilian environment is welcome but not essential.
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