Service Level Manager (SLAs, Reporting and Power BI) for NATO with security clearance

• Defining, maintaining and monitoring service level agreements, operational level agreements, KPIs and performance targets
• Reporting service performance to management, with dashboards and briefings people actually use
• Spotting trends, risks and improvement opportunities before they become escalations
• Working with service owners, technical teams and suppliers so service commitments are understood and met
• Turning raw incident, request, problem and availability data into insight that supports decisions
• Building and maintaining reports and visualisations, and automating the reporting that should not be manual
• Designing and maintaining data pipelines across systems and organisations, and modelling the data behind them
• Writing and maintaining moderately complex programs and scripts to agreed standards
• Evaluating user feedback, usability and accessibility, and recommending what to change

• A relevant degree plus two years of related experience, or at least six years of progressive experience in this kind of work
• Demonstrable experience as a data analyst or data scientist, or performing those functions inside another role
• At least one programming language in real use: Python, R or C#
• Data visualisation tools such as Power BI, Grafana or R Shiny
• SQL and relational databases, SQL Server in particular
• Experience with user experience KPIs and reporting
• ITIL Foundation and DevOps Foundation, plus evidence of your development competence

Why this one is worth a look

It is a rare mix. You are close enough to the service to change it, and technical enough to measure it properly. Prior experience in an international military and civilian environment is welcome but not essential.