Deadline Date: Monday 7 April 2025

Requirement: Service Level Manager and Dashboards

Location: Northwood, UK

Full Time On-Site: Yes

Time On-Site: 100%

Total Scope of the request (hours): 500

Required Start Date: 19 May 2025

End Contract Date: 31 December 2025

Required Security Clearance: NATO SECRET

Duties and Role:  

• Being the main interface with customers receiving, understanding, further developing and documenting the requirements related to Cyber Security KPIs and KQIs;
• Develops a service performance dashboard design methodology, document it and present it in various forums where customers are involved;
• Translates high-level customer and business requirements into actionable technical level requirements;
• Communicates with SDMs, customers and other stakeholders and maintains common agreement;
• Translates the KPI requirements into technical terms to enable automation of KPI dashboard reporting;
• Tasks and guides data analysts for technical implementation of new or improved KPIs;
• Ensures monitoring and reporting of agreed KPIs, provision of services, and quality of delivered services;
• Produces technical documentation and status reports;
• Encourages collaboration between Service Delivery entities and performs proactive customer reviews in cooperation with Demand Management and the Service Owners;
• Requirement management for data visualization through self- service dashboards;
• Actively supports and engages with experts and stakeholder to ensure continuous improvements are identified through review and benchmarking processes

Specific Working Conditions: Up to 1 TDY in Belgium/BLA location per month.

Skill, Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• A university degree in a relevant scientific or engineering discipline equivalent to a BSc or 10+ years of relevant experience;
• Sound knowledge and provable experience with Cyber Security KPIs, KQIs;
• Provable experience on designing and facilitating the implementation of Cyber Security Dashboards;
• Sound knowledge and wide-experience with KPIs & KQIs and formal reporting on User Experience;
• Experience in leading Dashboard development teams and working groups in military IT environments;
• Experience in leading and instructing technical teams implementing KPIs and KQIs;
• Sound knowledge of Dashboard UX Design, Transition and Operation processes with proven experience on one of these processes;
• Sound knowledge of ITIL processes with proven experience on one of these processes;
• Sound knowledge and experience of IT Service Level Management;
• Experience in writing UX Deliverables, Requirements documentation and understanding translations into technical solutions;
• Excellent communication skills. Proven ability to effectively communicate orally and in writing, with good briefing skills;
• Sound experience in reporting and use of BI tools;
• Advanced organizational skills and analytical approach to problem solving;
• Sound knowledge and experience with monitoring tools and techniques on measuring service quality.