Performance & Assurance Specialist (Service Delivery)

Context

The Performance & Assurance Specialist supports the hybrid Service Integrator in making the service delivery visible, measurable, and manageable. The focus is on collecting, analyzing, and interpreting performance data, monitoring quality and compliance with agreed frameworks, and supporting our client with clear management information about the operation of the SIAM run.
This role contributes to objectifying the service delivery and supports Defense in making well-founded decisions based on performance, risks, and structural trends.

Missions

• Develop, maintain, and monitor performance indicators, quality measurements, and assurance mechanisms.

• Collect, consolidate, and analyze service performance across multiple providers.

• Prepare dashboards, reports, and management information for governance and service reviews.

• Identify deviations, trends, structural risks, and points of attention.

• Support quality controls and assurance of service delivery operations.

• Assist in preparing reporting for governance boards and other follow-up moments.

• Formulate improvement proposals based on data analysis and identified trends.

• Contribute to consistent, transparent, and usable performance monitoring within the run.

Additional Questions on Technical Knowledge

1. Performance Management and service reporting (Expert) (10 years)
   How have you made performance and service quality measurable in previous assignments?

2. Dashboarding and management information (Confirmed) (5 years)
   How do you ensure that reporting is not merely descriptive but also provides actionable steering information?

3. Governance support and quality monitoring (Confirmed) (5 years)
   What approach do you use to structurally embed assurance in operational service delivery?

Roles

• IT Quality Manager

• Expert

Skills

• Performance Management and service reporting (Expert)

• KPI and SLA analysis (Expert)

• Quality Assurance / control mechanisms (Confirmed)

• Dashboarding and management information (Confirmed)

• Trend analysis and risk identification (Confirmed)

• Governance support and quality monitoring (Confirmed)

• SIAM (Confirmed)

• Data analysis in service context (Confirmed)

• Strong written and analytical skills (Confirmed)

Languages

• Dutch: Active knowledge

• English: Active knowledge

• French: Active knowledge

1. 10 years of experience in Performance Management and service reporting (Expert)
2. 5 years of experience in Dashboarding and management information (Confirmed)
3. 5 years of experience in Governance support and quality assurance (Confirmed)
4. Expertise in KPI and SLA analysis (Expert)
5. Confirmed skills in Quality Assurance and control mechanisms
6. Confirmed skills in Trend analysis and risk identification
7. Confirmed knowledge of SIAM
8. Confirmed skills in Data analysis in a service context
9. Strong written and analytical skills (Confirmed)
10. Active knowledge of Dutch, English, and French