Data Metrics & Dashboards Lead — ITIL SLA Expert

Wlgroup; Eigenbrakel; Sur place; EUR 90 000 - 140 000; Plein temps

Résumé du poste

Wlgroup is seeking a metrics and dashboard lead to own the indicators for a mission-critical enterprise service performance dashboard. You will work on site with the customer's technical staff, leading a team of five analysts and reporting to a technical team leader.

You will define what to measure, design dashboards, guide implementation, and ensure reports align with operational records while managing service levels and user-experience deliverables.

Qualifications

• University degree in a relevant scientific or engineering discipline or 10+ years of directly relevant experience.
• Sound knowledge of performance and quality indicators and formal reporting on user experience.
• Experience designing dashboards and implementing them.
• Experience leading dashboard development teams and working groups in defence IT environments.
• Experience leading indicator framework implementations.
• Strong understanding of dashboard UX design, transition and operation.
• Knowledge of ITIL processes and IT service level management.

Responsabilités

• Define the performance and quality indicators the dashboard reports and defend definitions with stakeholders.
• Design dashboards and facilitate their implementation—decide what is shown, to whom, and user actions expected.
• Lead and instruct analysts implementing indicators, chairing working groups.
• Own the formal reporting on user experience and reconcile numbers with operational records.
• Run service level management for the dashboard: availability, incidents and requests.
• Write user-experience deliverables and translate them into actionable work for the tech team.

Connaissances

Indicators knowledge

Dashboard leadership

Analyst coaching

Stakeholder communication

ITIL knowledge

Formation

University degree in a scientific or engineering discipline

10+ years directly relevant experience

Description du poste

Wlgroup is seeking a metrics and dashboard lead to own the indicators for a mission-critical enterprise service performance dashboard. You will work on site with the customer's technical staff, leading a team of five analysts and reporting to a technical team leader.

You will define what to measure, design dashboards, guide implementation, and ensure reports align with operational records while managing service levels and user-experience deliverables.