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

An enterprise service performance dashboard is moving from prototype to a servicethe organisation depends on. It needs someone who owns the measurement itself: which indicatorsmatter how they are defined how they are reported and how a team of analysts turns that intosomething people trust.

You would lead the metrics work for a team of five analysts on site with the customerstechnical staff reporting to a technical team leader.

What you would be doing

• Defining the performance and quality indicators the dashboard reports and defending thosedefinitions with the stakeholders who have to live by them.
• Designing dashboards and facilitating their implementation deciding what is shown to whomand what a viewer is expected to do about it.
• Leading and instructing the analysts implementing those indicators and chairing the workinggroups where the requirements are settled.
• Owning the formal reporting on user experience and making sure the numbers reconcile withthe operational records behind them.
• Running service level management for the dashboard itself: availability incident resolutionand request fulfilment against agreed targets.
• Writing the user-experience deliverables and requirements documentation and translating theminto 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 moreof directly relevant experience.
• Sound provable knowledge of performance and quality indicators and of formal reporting onuser experience.
• Experience designing dashboards and seeing their implementation through.
• Experience leading dashboard development teams and working groups in a military or defence ITenvironment.
• Experience leading and instructing technical teams implementing indicator frameworks.
• Sound knowledge of dashboard user-experience design transition and operation with provenexperience in at least one of them.
• Sound knowledge of ITIL processes with proven experience in at least one of them and of ITservice level management.
• Excellent communication much of this job is making other people agree on a number.