#NC25DTA178419 - Service Level Manager and Dashboards - Closed
Deadline: April 6, 2025
Requester: NATO
Location: Northwood, Great Britain
Job type: Contractor
Start date: May, 2025
Security clearance: NATO SECRET
SCOPE OF WORK / DUTIES / ROLES
- Being the main interface with customers receiving, understanding, further developing and documenting the
requirements related to Cyber Security KPIs and KQIs; - Develops a service performance dashboard design methodology,document it and present it in various forums where customers are involved;
- Translates high-level customer and business requirements into actionable technical level requirements;
- Communicates with SDMs, customers and other stakeholders and maintains common agreement;
- Translates the KPI requirements into technical terms to enable automation of KPI dashboard reporting;
- Tasks and guides data analysts for technical implementation of new or improved KPIs;
- Ensures monitoring and reporting of agreed KPIs, provision of services, and quality of delivered services;
- Produces technical documentation and status reports;
- Encourages collaboration between Service Delivery entities and performs proactive customer reviews in cooperation with Demand Management and the Service Owners;
- Requirement management for data visualization through self-service dashboards;
- Actively supports and engages with experts and stakeholders to ensure continuous improvements are identified through review and benchmarking processes.
REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE
- A university degree in a relevant scientific or engineering discipline equivalent to a BSc or 10+ years of relevant experience;
- Sound knowledge and provable experience with Cyber Security KPIs, KQIs;
- Provable experience on designing and facilitating the implementation of Cyber Security Dashboards;
- Sound knowledge and wide-experience with KPIs & KQIs and formal reporting on User Experience;
- Experience in leading Dashboard development teams and working groups in military IT environments;
- Experience in leading and instructing technical teams implementing KPIs and KQIs;
- Sound knowledge of Dashboard UX Design, Transition and Operation processes with proven experience on one of these processes;
- Sound knowledge of ITIL processes with proven experience on one of these processes;
- Sound knowledge and experience of IT Service Level Management;
- Experience in writing UX Deliverables, Requirements documentation and understanding translations into technical
solutions; - Excellent communication skills. Proven ability to effectively communicate orally and in writing, with good briefing skills;
- Sound experience in reporting and use of BI tools;
- Advanced organizational skills and analytical approach to problem solving;
- Sound knowledge and experience with monitoring tools and techniques on measuring service quality.
This position is now closed.
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