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

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

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.