Service Level Manager — KPI and Reporting Lead for NATO...

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.