About The Role

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.
Prepare and deliver service performance reports, dashboards and management briefings.
Identify service performance trends, risks, issues and improvement opportunities.
Coordinate with service owners, technical teams, suppliers and stakeholders to ensure service commitments are understood and achieved.
Support service review meetings and track agreed service improvement actions.
Contribute to continual service improvement initiatives to enhance service quality, efficiency and user satisfaction.
Support the development and maintenance of service catalogues, reporting frameworks and performance measurement approaches.

Develop and implement practices to control, protect and optimize the value of data assets.
Assess the integrity, availability and quality of data from multiple sources.
Maintain information handling procedures and support the use of formal data and metadata structures.
Analyse incidents, service requests, problems, availability and performance data to assess service effectiveness.
Transform raw service data into meaningful information and insight to support decision-making.

Support business intelligence reporting for management, governance and operational areas.
Develop and maintain reports, dashboards and visualisations using appropriate tools and techniques.
Select, acquire and integrate relevant data to support analysis and reporting.
Identify opportunities to digitise, streamline and automate reporting and operational data handling.
Apply visualisation techniques to present service performance, trends and improvement opportunities clearly.

Investigate data requirements and support data modelling and design activities.
Design, implement and maintain data pipelines to connect data across systems, applications and organisations.
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.

Design, code, test, document, amend and maintain moderately complex programs or scripts.
Apply agreed standards and tools to deliver reliable and well-engineered solutions.
Monitor progress, identify development issues and propose practical solutions.
Collaborate with others in reviews and improvement activities.

Evaluate user feedback, service usability and accessibility to support service improvement.
Analyse user experience KPIs and recommend actions.
Check systems, services and products against applicable standards, guidelines and requirements.
Identify areas for future user research, benchmarking and service enhancement.

The candidate must have a currently active NATO SECRET security clearance
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.
ITIL Foundation, DevOps Foundation and certifications proving the competency level in programming/software development skills

Prior experience of working in an international environment comprising both military and civilian elements;
Knowledge of NATO responsibilities and organization, including ACO and ACT.

This is an external listing. JobSpring does not represent or verify the employer. Report this listing

C005036 Service Level Manager (SMA O2) (NS) - MON 10 Aug