Performance Manager (6 Months FTC, Shifts)

Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine. Whatever stage you’re at in your career; with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.

Where will you be working? At M Group Telecom, we’re enabling and enhancing telecom networks, playing a lead role in the delivery of our tech enabled future. We deliver full network cycle services for fixed, private and mobile operators. Private networks- We find the best technology, manage assets and refresh systems. With 24/7 national operations, we keep things running smoothly, while operating comprehensive network or service management repair and maintenance to keep everything running operationally.

We're looking for a proactive and people-focused Performance Manager to join our National Operations Centre team on a 6-month fixed-term contract, based in St Ives, Cambridgeshire. This is a pivotal role within our 24/7 operation, where you'll take the lead in maintaining operational control, coordinating service delivery, and supporting a high-performing team. Working a 4 on, 4 off shift pattern, you'll rotate between day shifts (6:45am - 7:15pm) and night shifts (6:45pm - 7:15am), ensuring our services and customers remain supported around the clock. If you thrive in a fast-paced operational environment, enjoy leading people, and can confidently manage priorities under pressure, we'd love to hear from you.

What will you be doing? As a Performance Manager, you'll be responsible for keeping our operation running smoothly during your shift while providing leadership and support to a dedicated team. You'll oversee the live operational picture, coordinate incidents and escalations, manage risks, and ensure that priorities are clearly understood and actioned. You'll lead effective shift handovers, use operational data to identify trends and improvements, and work closely with internal teams, customers, and stakeholders to maintain service excellence. Alongside operational leadership, you'll play a key role in developing your team through coaching, performance management, wellbeing support, and creating an inclusive environment where colleagues feel empowered to succeed.

What you’ll bring:

• Experience leading teams within a Service Desk, National Operations Centre, or similar operational environment.
• Proven people management experience, including coaching, performance management, wellbeing support, and development planning.
• The ability to make informed decisions and remain calm under pressure in a fast-moving operational setting.
• Experience coordinating incidents, escalations, risks, and handovers across multiple teams.
• Strong communication and stakeholder management skills, with the confidence to engage at all levels.
• A data-driven approach, with the ability to analyse operational performance and identify opportunities for improvement.
• A collaborative mindset and the ability to influence outcomes without removing accountability from delivery teams.
• A commitment to fostering an inclusive, supportive, and high-performing team culture.
• Strong organisational skills with the ability to manage competing priorities effectively.
• Experience within managed services, network operations, field operations, or similar environments would be advantageous.
• Knowledge of major incident management, business continuity, or field service platforms such as Salesforce Field Service would be beneficial.

What We'll Offer: We'll give you the opportunity to play a key role in a critical 24/7 operation, working alongside experienced colleagues in a supportive and collaborative environment. You'll have the autonomy to make an impact, contribute to continuous improvement initiatives, and help shape the performance and success of both the operation and your team.

What’s in it for you? We offer a range of benefits designed to support your life in and out of work, some of which include:

• Matched or contributory pension scheme
• Online GP service, 24 hours a day, 365 days a year
• Employee assistance programme
• My Rewards portal, access to 1000’s of retail discounts
• Life assurance
• Cycle to work, salary finance and give as you earn schemes
• Enhanced maternity, paternity leave and adoption leave
• Reward and recognition scheme
• Health Care Cash Plan, giving you the ability to claim back medical expenses for things like dental, eyecare and physiotherapy and much more!
• On call payment
• Discretionary bonus scheme
• 25 days annual leave plus bank holidays
• Recommend a friend – get rewarded for introducing people to us!

About us: We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. We’re one of the Top 100 UK companies actively supporting and recruiting veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs. Our values help to shape our culture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours.

We’re responsible and go further for our people, clients, communities and the planet. We’re open and seek new and better ways of exceeding expectations. We’re together and as one team; the whole is greater than the sum of the parts. We’re ambitious and embrace opportunity, to lead essential infrastructure services for life.

Whether you’re a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development. It’s an exceptional time to be a part of M Group.

Please note: Occasionally, job adverts might be closed before the stated closing date. Do apply as soon as possible to ensure your application is considered. For certain roles, successful candidates will be subject to 3rd party background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding.