StickmanCyber
Website:
stickmancyber.com
Job details:
Summary:
The Manager, Service Analytics & Performance is responsible for developing and operating the service performance reporting capability across the Security Operations Centre (SOC) and broader managed services environment. The role focuses on transforming operational data from multiple systems into meaningful performance reporting, identifying trends and performance gaps, and recommending actions to improve service delivery. This role is not a technical cybersecurity position. It is a data-driven operational analytics role focused on SLA management, performance reporting, and operational insight.
Responsibilities:
Service Performance Reporting
- Develop and manage structured reporting across daily, weekly, monthly, and quarterly service performance cycles.
- Produce operational performance reports covering areas such as:
- SLA adherence
- MTTA, MTTI, MTTR
- Ticket volumes and trends
- Backlog analysis
- Automation performance
- Shift productivity
- Ensure reporting is consistent, accurate, and aligned with internal and customer governance requirements.
Operational Analytics
- Analyse operational datasets from multiple platforms including:
- SIEM and SOAR platforms
- Ticketing and case management systems
- workforce management systems
- Internal operational tools
- Identify patterns, trends, and performance risks.
- Translate complex operational data into clear insights and recommended actions.
SLA and KPI Management
- Monitor service level performance across all operational teams.
- Identify root causes of SLA breaches and performance degradation.
- Work with operational leaders to implement performance improvement initiatives.
- Maintain KPI frameworks used to measure operational success.
Executive and Customer Reporting
- Develop executive-level reporting for leadership and governance forums.
- Translate operational security metrics into clear business-level outcomes.
- Support quarterly customer service reviews with data-driven insight and recommendations.
Operational Insight and Continuous Improvement
- Use data analysis to identify opportunities for:
- Operational efficiency improvements
- workflow optimisation
- Automation opportunities
- Shift capacity adjustments
- Provide recommendations to leadership based on analytical findings.
Required Skills and Experience:
- 5+ years of strong experience in operational reporting, service performance management, or business analytics.
- Experience analysing service delivery metrics such as:
- SLA adherence
- response and resolution times
- ticket volumes and trends
- backlog management
- Experience building dashboards and operational reporting using business intelligence tools such as:
- Power BI
- Tableau
- Looker or Looker Studio
- Strong analytical capability with the ability to interpret large operational datasets.
- Excellent communication skills with the ability to translate complex operational data into clear insight.
Desirable Skills:
- Experience working in environments such as:
- Security Operations Centres (SOC)
- Network Operations Centres (NOC)
- Managed Service Providers (MSP)
- Contact centres or service delivery organisations
- Experience with data sources such as:
- SIEM platforms
- SOAR platforms
- ServiceNow, Jira, or similar service management tools
- Familiarity with service management frameworks such as ITIL.
Key Outcomes for the Role:
- Success in this role will be measured by the ability to:
- Establish reliable operational reporting across the SOC and managed services.
- Provide meaningful insight that drives operational improvements.
- Improve visibility of service performance across leadership and governance forums.
- Enable data-driven decision making across operational teams.
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