2603 Service Level Manager - KPI Dashboards

☞ Contact One Communications, Inc.

Ver: 100

Dia de atualização: 29-11-2025

Localização: Braine-l’Alleud Walloon Brabant

Categoria: IT - Software

Indústria: IT Services IT Consulting

Posição: Mid-Senior level

Tipo de empregos: Contract

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Conteúdo do emprego

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.
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Data limite: 13-01-2026

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