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- Tasks: Ensure customer-facing IT services are fast, reliable, and always observable.
- Company: Join a dynamic company focused on service performance and resilience.
- Benefits: Enjoy 175 hours of holiday, private medical insurance, and discounts on various services.
- Other info: Exciting career growth opportunities in a rapidly expanding company.
- Why this job: Make a real impact on customer experiences while working with cutting-edge technology.
- Qualifications: Strong IT service management experience and knowledge of AWS/Azure required.
The predicted salary is between 60000 - 60000 ÂŁ per year.
Keep customer‑facing services fast, resilient, and always observable. This role owns performance, capacity, and resilience across critical IT services. If you thrive on proactive control and meaningful service improvement, read on.
Hours: 35 hours per week
Shift pattern: Monday - Friday 09:00-17:00
Salary: Up to 60,000 per annum dependant on experience
Location: Hybrid New Milton - 2/3 days in office per month
Start Date: May/June 2026
Please note: This role is subject to pre‑employment screening, including Right to work checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required.
This role is a UK based role and any hybrid/remote work must also be within the UK.
For this role, you need: 5mbps upload and 15mbps download internet speed
Appello Perks:
- 175 hours holidays pa plus bank holidays
- Private Medical Insurance - Individual Cover
- Discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
- 24/7 employee assistance programme with an easily accessible app!
- Family and friends’ discounts on our services & products
- Pension Scheme, up to 4% Company matched
- Free on-site parking
ABOUT YOU
You’re a data‑driven service professional who understands how performance, capacity, and observability underpin great customer experiences. You’re confident working across teams, translating insight into action, and embedding best practice into live services.
MUST HAVES:
- Strong experience managing capacity and performance in IT service environments
- Hands‑on experience with AWS and Azure capacity management
- Solid understanding of IT service management frameworks (ITIL v3/v4 experience essential)
- Experience defining monitoring and observability strategies and best practice
- Exposure to monitoring tools such as Zabbix, Grafana, Kibana, or OpenSearch
- Experience working with Windows and Linux server environments
- Working knowledge of scripting languages (e.g. Python, PowerShell, Node.js)
- Ability to integrate data using webhooks, APIs, and messaging interfaces
- Strong analytical, problem‑solving, and data interpretation skills
- Proven experience working with and influencing cross‑functional technical teams
- Excellent communication and stakeholder management skills
- Relevant ITIL certification
NICE TO HAVES:
- Experience in DevOps environments or practices
- Knowledge of network infrastructure and communication protocols
- Understanding of social alarm monitoring platforms
- Naturally curious, proactive, and committed to continuous learning and improvement
THE ROLE
As Service Performance and Resilience Manager, you’ll play a critical role in keeping customer‑facing IT services fast, reliable, and always visible. You’ll define and embed best practice across performance, resilience, and observability—ensuring services not only meet today’s demands but are ready for what’s next. Working closely with architecture, design, and delivery teams, you’ll ensure monitoring, alerting, and performance considerations are built into services from day one. You’ll also lead capacity and resilience management aligned to ITIL, helping ensure services remain scalable, dependable, and able to meet agreed service levels and continuity commitments.
Monitoring & Observability: You’ll own the evolution of end‑to‑end observability across customer services—driving better reliability, faster issue detection, and improved customer experience. This includes embedding monitoring and alerting into new and changing services, maturing observability tooling, and ensuring dashboards provide clear, actionable insight.
Capacity & Performance: You’ll oversee capacity and performance management across business‑critical services and platforms. By developing forecasts, baselines, and trend analysis, you’ll identify risks early and drive data‑led improvements before performance impacts customers.
Availability & Resilience: You’ll ensure resilience and availability are designed in—not bolted on. From defining requirements to monitoring key indicators, you’ll help ensure services can withstand failure, recover effectively, and continue to meet service level commitments.
Service Continuity & Risk: Supporting service continuity and recovery planning, you’ll identify and communicate performance and resilience risks, ensuring stakeholders have clear visibility and confidence in service integrity.
Collaboration & Continuous Improvement: You’ll work closely with Service Delivery, technical teams, suppliers, and customers to resolve issues and implement lasting improvements—providing clear reporting on service performance, risks, and progress.
READY TO APPLY: If you are interested in this role please upload your CV and answer a few questions about yourself.
OTHER INFORMATION: This is an exciting time at the Appello group - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand. We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability. If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.
Service Performance and Resilience Manager in New Milton employer: Appello Careline Limited.
Contact Detail:
Appello Careline Limited. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Performance and Resilience Manager in New Milton
✨Tip Number 1
Network like a pro! Attend industry events, webinars, or local meetups related to IT service management. Connecting with professionals in the field can open doors and give you insider info on job opportunities.
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your projects, especially those involving AWS, Azure, or monitoring tools. This gives potential employers a tangible look at what you can do.
✨Tip Number 3
Prepare for interviews by practising common questions related to performance and resilience management. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your experience effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Service Performance and Resilience Manager in New Milton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Performance and Resilience Manager role. Highlight your experience with IT service management frameworks like ITIL, and showcase your hands-on skills with AWS and Azure. We want to see how your background aligns with our needs!
Showcase Your Skills: Don’t just list your skills—demonstrate them! Use specific examples from your past roles to illustrate your capacity and performance management experience. We love seeing how you’ve made a difference in previous positions.
Be Clear and Concise: When answering application questions, keep it clear and concise. We appreciate straightforward answers that get to the point. Remember, we’re looking for someone who can communicate effectively across teams!
Apply Through Our Website: Make sure to apply through our website for the best chance of getting noticed. It’s the easiest way for us to track your application and ensure it reaches the right people. We can’t wait to hear from you!
How to prepare for a job interview at Appello Careline Limited.
✨Know Your ITIL Inside Out
Since this role heavily relies on ITIL frameworks, make sure you brush up on both ITIL v3 and v4. Be ready to discuss how you've applied these principles in your previous roles, especially in managing capacity and performance.
✨Showcase Your Technical Skills
Prepare to talk about your hands-on experience with AWS and Azure, as well as any monitoring tools like Zabbix or Grafana. Bring examples of how you've used scripting languages like Python or PowerShell to solve real-world problems.
✨Demonstrate Your Analytical Mindset
This role requires strong analytical skills, so be prepared to discuss how you've used data to drive service improvements. Think of specific instances where your data interpretation led to actionable insights that benefited your team or organisation.
✨Communicate Effectively
As a Service Performance and Resilience Manager, you'll need to influence cross-functional teams. Practice articulating your thoughts clearly and confidently, and prepare examples of how you've successfully managed stakeholders in the past.