ITIL Service Level Manager — Data Team Lead for NATO with security clearance

WLG; Eigenbrakel; Sur place; EUR 70 000 - 110 000; Plein temps

Résumé du poste

WLG in Belgium seeks an experienced senior metrics lead to own the measurement framework for a critical enterprise dashboard used on site with the customer’s technical staff. You will define indicators, oversee dashboard design, and guide a team of five analysts in turning data into trusted reports.

You will report to a technical team leader and ensure service level management for the dashboard, balancing availability, incidents, and requested work against defined targets.

Qualifications

• University degree in a relevant scientific or engineering discipline, or 10+ years of directly relevant experience.
• Proven knowledge of performance and quality indicators and formal reporting on user experience.
• Experience designing dashboards and seeing their implementation through.
• Experience leading dashboard development teams and working groups in defence IT environments.
• Knowledge of dashboard user-experience design, transition and operation.

Responsabilités

• Defining the performance and quality indicators the dashboard reports, and defending those definitions with stakeholders.
• Designing dashboards and facilitating their implementation—deciding what is shown, to whom, and what actions are expected.
• Leading and instructing analysts implementing indicators, and chairing working groups.
• Owning the formal reporting on user experience and reconciling numbers with operational records.
• Running service level management for the dashboard: availability, incidents, and requests against targets.
• Translating user-experience deliverables into work items for the technical team.

Connaissances

Performance indicators

User experience reporting

Dashboard design

Team leadership

Effective communication

Formation

University degree in a relevant field

Description du poste

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.