Deadline Date: Monday 10 March 2025
Requirement: Service Level Manager – KPI Dashboards
Location: Braine L'Alleud, BE
Full Time On-Site: Yes
Time On-Site: 100%
Total Scope of the request (hours): 500
Required Start Date: 21 April 2025
End Contract Date: 31 December 2025
Required Security Clearance: NATO SECRET
Duties and Role:
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.
Requirements
Skill, Knowledge & Experience:
* The candidate must have a currently active NATO SECRET security clearance
* 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.