Service Performance and Resilience Manager in New Milton

Service Performance & Resilience Manager

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, dependent on experience

Location: Hybrid New Milton – 2/3 days in office per month

Start Date: May/June 2026

Please note that 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 5 Mbps upload and 15 Mbps download internet speed.

Benefits

• 175 hours of holidays per annum plus bank holidays
• Private medical insurance – individual cover
• Discounts on groceries, shopping, holidays, insurance, days out, restaurants and more
• 24/7 employee assistance programme with an accessible app
• Family and friends’ discounts on 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.

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.

Equal Opportunities

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.