Service Level Manager and Dashboards
On site
Northwood, United Kingdom
Freelance
27-03-2025
Job Specifications
Must have active SC clearance or NATO secret clearance to apply for this position.
Previous NATO experience is crucial for this role
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.
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.
About the Company
Sanderson Government & Defence was established over 20 years ago as a bespoke solution to a unique talent problem: sourcing and placing high-calibre professional talent to work within the UK government and defence sector. MISSION We provide talent solutions for the UK government and their critical supply chains, including: Ministry of Defence and areas of National Security; Central Government and Arm’s Length Bodies; National Policing and Justice; and the broader Public Sector. EXPERTISE & SKILL Central to our success has b... Know more
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