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

The Service Level Manager shall perform duties in the following areas: Service Level Management

• 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.

Data Management and Reporting

• 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.

Business Intelligence and Data Visualisation

• 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.

Data Analysis, Modelling and Engineering

• 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.

Programming / Software Development

• 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.

User Experience Evaluation

• 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

Desirable Experience and Education:

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