Service Level Manager

Role: Service Level Manager

Location: Northwood, UK

Contract: Initially until the end of Dec 2025

Security Clearance: Must have security clearance to SC / DV or NATO levels

Responsibilities:

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, documents it, and presents 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.

Requirements:

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