Service Level Manager — Enterprise Performance Dashboards for NATO with security clearance

WLG; Eigenbrakel; Sur place; EUR 70 000 - 100 000; Plein temps

Résumé du poste

WLG is seeking a leader to own the measurement of our service performance dashboard. You will define which indicators matter, how they are defined, and how results are reported, guiding a team of five analysts on site with the customer’s technical staff, reporting to a technical team leader.

You will design dashboards, defend definitions with stakeholders, lead development teams, and own formal user-experience reporting and ITIL-aligned service level management for the dashboard.

Qualifications

• 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.

Responsabilités

• 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.

Connaissances

Performance indicators

Dashboard design

Team leadership

ITIL processes

Communication skills

UX reporting

Formation

University degree in a relevant scientific or engineering discipline

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.