Work Life Group

Service Level Manager — KPI and Reporting Lead for NATO with security clearance

Work Life Group  •  Kingdom of Belgium (Onsite)  •  5 hours ago
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Job Description

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.
Work Life Group

About Work Life Group

WLG is here to challenge. To reshape. To change the game.

Our purpose? To facilitate a match made in heaven in the IT industry. Because, with us, you’re more than a number on a spreadsheet.

You’re one of us.

And you’re on a quest to better your experience in the workplace.

For employers, our team of ex-IT specialists and HR professionals can sniff out talent from across the ocean. Combine a bloodline full of talent with drive to strengthen and grow as employees, and we’ll find you the ideal

candidate that’ll last.

For IT specialists who are ready for their next adventure; searching for opportunities, we’re here to make it happen. We use state-of-the-art technology to take away any confusion and show you exactly who you are as a specialist. The more you understand yourself, the more we can pinpoint an IT role that fulfills, stretches and challenges, and allows substantial growth.

Industry
IT & Software
Company Size
11-50 employees
Headquarters
Warsaw, PL
Year Founded
2012
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