Service Level Manager and Dashboards

Alfa Rom Consulting SRL; Greater London; On-site; GBP 50,000 - 90,000

Job description

2 525 9 - Service Level Manager and Dashboards

Location: Northwood, United Kingdom.

Period: 500 (start on 19 May 2025).

Deadline: 07 Apr. 2025.

Duties/Roles:

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

Skills, Knowledge, Experience Required:

Mandatory:

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