Service Level Manager (SMA O2)

Essential Qualifications/Experience:

·       A minimum requirement of a relevant degree at a nationally recognised/certified University in a related discipline and 2 years post-related experience. Or exceptionally, the lack of a university degree may be compensated by the demonstration of a candidate's particular abilities or experience that is/are of interest to NCI Agency, that is, at least 6 years extensive and progressive expertise in duties related to the function of the post

·       Demonstrable experience as a Data Analyst, Data Scientist, or similar role, or experience performing these functions roles as part of another job

·       Demonstrable experience with at least one programming language, such as Python, R, or C#

·       Experience with commercially available or open source data visualization tools, such as Power BI, Grafana or R Shiny

·       Experience with SQL and relational databases, such as SQL Server

·       Experience with user experience KPIs and reporting

Desirable Qualifications/Experience:

·       Prior experience of working in an international environment comprising both military and civilian elements

·       Knowledge of NATO responsibilities and organization, including ACO and ACT

·       Training & Certifications

ü  ITIL Foundation, DevOps Foundation and certifications proving the competency level in programming/software development skills

DUTIES/ROLE:

·       Service Level Management

ü  Define, maintain and monitor Service Level Agreements, Operational Level Agreements, KPIs and performance targets. Monitor service performance against agreed service levels, contractual obligations and stakeholder expectations

ü  Prepare and deliver service performance reports, dashboards and management briefings

ü  Identify service performance trends, risks, issues and improvement opportunities

ü  Coordinate with service owners, technical teams, suppliers and stakeholders to ensure service commitments are understood and achieved

ü  Support service review meetings and track agreed service improvement actions

ü  Contribute to continual service improvement initiatives to enhance service quality, efficiency and user satisfaction

ü  Support the development and maintenance of service catalogues, reporting frameworks and performance measurement approaches

·       Data Management and Reporting

ü  Develop and implement practices to control, protect and optimise the value of data assets

ü  Assess the integrity, availability and quality of data from multiple sources

ü  Maintain information handling procedures and support the use of formal data and metadata structures

ü  Analyse incidents, service requests, problems, availability and performance data to assess service effectiveness

ü  Transform raw service data into meaningful information and insight to support decision-making

·       Business Intelligence and Data Visualisation

ü  Support business intelligence reporting for management, governance and operational areas

ü  Develop and maintain reports, dashboards and visualisations using appropriate tools and techniques

ü  Select, acquire and integrate relevant data to support analysis and reporting

ü  Identify opportunities to digitise, streamline and automate reporting and operational data handling

ü  Apply visualisation techniques to present service performance, trends and improvement opportunities clearly

·       Data Analysis, Modelling and Engineering

ü  Investigate data requirements and support data modelling and design activities

ü  Design, implement and maintain data pipelines to connect data across systems, applications and organisations

ü  Apply data analysis and data science techniques to evaluate datasets, identify trends and support service improvement. Develop and evaluate analytical models, hypotheses and methods where required

·       Programming / Software Development

ü  Design, code, test, document, amend and maintain moderately complex programs or scripts

ü  Apply agreed standards and tools to deliver reliable and well-engineered solutions

ü  Monitor progress, identify development issues and propose practical solutions

ü  Collaborate with others in reviews and improvement activities. User Experience Evaluation

ü  Evaluate user feedback, service usability and accessibility to support service improvement

ü  Analyse user experience KPIs and recommend actions

ü  Check systems, services and products against applicable standards, guidelines and requirements

Identify areas for future user research, benchmarking and service enhancement