At a Glance
- Tasks: Govern and improve operational performance of Digital Out of Home estate using data and insights.
- Company: Global, a leading media and entertainment company with a focus on innovation.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and innovation.
- Why this job: Shape the future of digital performance and make a real impact across the business.
- Qualifications: Strong analytical skills, technical understanding, and commercial awareness required.
The predicted salary is between 50000 - 60000 £ per year.
This role is responsible for governing, understanding and improving the operational performance of Global’s Digital Out of Home estate. Sitting within Technology’s Outdoor Digital Service Management team, but working across the wider business, you will provide clear visibility of how our screens, platforms, and partners are performing, and where this impacts commercial outcomes. You will use data, insight, and structured oversight to highlight risks, identify opportunities and ensure performance issues are visible, acted upon and driving required improvements.
As a Service Performance Manager at Global, you will:
- Performance Insight, Improvement & Visibility (40%): Establish a clear, trusted view of estate performance across uptime, faults, and campaign delivery. Use centralised monitoring platforms and data sources to identify trends, risks, and areas of underperformance to support and drive Continuous Service Improvement initiatives. Present insight in a way that drives understanding and action across both technical and commercial teams.
- Service Governance & Oversight (30%): Provide structured oversight of performance within internal teams and external partners. Drive visibility, accountability, and coordinated improvement activity where service levels, operational standards, or commercial outcomes are not being achieved. Support the ongoing development and standardisation of service performance frameworks, KPIs, SLAs, operational thresholds and service health metrics across the estate.
- Commercial Performance Support (20%): Work with stakeholders across Technology and Commercial teams to highlight where service performance impacts revenue, brand, campaign delivery, or asset utilisation. Provide data-led insight to support improved outcomes and reduce revenue leakage.
- Monitoring & Analytics Development (10%): Support the evolution of Global’s monitoring, analytics and operational insight capabilities. Contribute to platform requirements, automation opportunities, and emerging AI-driven analysis to improve how service performance is measured, predicted, understood and acted upon.
What Success Looks Like
In your first few months, you’ll have:
- Established clear and consistent reporting on estate performance.
- Identified key drivers of underperformance and ensured visibility at the right level.
- Improved visibility of operational performance and estate health across stakeholders.
- Highlighted areas where service performance impacts revenue or delivery.
- Built strong relationships across Technology and Commercial teams.
- Built strong relationships with partner organisations responsible for maintenance and monitoring of our estate.
- Contributed to improvements in monitoring and performance insight capabilities with the team developing our monitoring environment.
What You’ll Need
- Analytical thinking: Comfortable working with data to identify trends, risks, and opportunities.
- Technical understanding: Familiarity with large-scale distributed digital infrastructure environments, including connectivity, monitoring, maintenance operations, digital signage and service support models.
- Commercial awareness: Understanding of how performance impacts delivery, revenue, and client outcomes – the bigger picture.
- Influence & communication: Ability to clearly articulate issues and confidently drive action, improvements and alignment without direct line authority.
- Proactive approach: Self-starting, curious, and motivated to improve how performance is understood and acted upon.
- Attention to detail: High level of accuracy in ensuring reporting, analysis, and communications are polished and on-brand.
- Data analysis capability: Able to produce meaningful insight using established analytical techniques and translate findings into clear, actionable narratives.
- Digital fluency: Comfortable using modern digital tools, including AI-enabled platforms, to enhance analysis, reporting, and productivity.
- Delivery awareness: Experience operating in or alongside project and service delivery environments with multiple concurrent priorities.
What You’ll Love About This Role
- Think Big: Help shape how performance is measured across a complex, nationwide digital estate. Your insight will influence how technology, commercial, project and transformation teams build, observe, deploy and deliver our products, used by millions.
- Own It: Take responsibility for creating clarity from data and making performance visible to stakeholders.
- Keep it Simple: Turn complex technical information into straightforward, meaningful insight that can be consumed across the Outdoor business to understand how the estates are performing.
- Better Together: Partner with Engineering, Product, Data, Digital, Outdoor Technology, Commercial and our partners to deliver a coherent, scalable platform that the whole organisation benefits from.
Service Performance Manager employer: Global
At Global, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. As a Service Performance Manager, you will have the opportunity to drive meaningful improvements across our Digital Out of Home estate while benefiting from a supportive environment that prioritises employee growth and development. With access to cutting-edge technology and a commitment to continuous improvement, you'll be part of a team that values your insights and contributions, making a real impact on our commercial success.
StudySmarter Expert Advice🤫
We think this is how you could land Service Performance Manager
✨Tip Number 1
Network like a pro! Reach out to folks in the industry on LinkedIn or at events. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by understanding the company’s performance metrics and how they relate to the role. Show them you’re not just a candidate, but someone who can drive real improvements.
✨Tip Number 3
Practice your storytelling skills. Be ready to share examples of how you've used data to identify trends or improve performance. Make it relatable and impactful!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we love seeing candidates who are proactive!
We think you need these skills to ace Service Performance Manager
Some tips for your application 🫡
Show Your Analytical Skills:Make sure to highlight your analytical thinking in your application. We want to see how you can work with data to identify trends and risks, so share examples of how you've done this in the past!
Communicate Clearly:Since you'll be driving action and improvements, it's crucial to articulate your ideas clearly. Use straightforward language in your application to demonstrate your ability to simplify complex information.
Demonstrate Technical Understanding:Familiarity with digital infrastructure is key for this role. In your application, mention any relevant experience you have with digital signage, monitoring, or service support models to show us you're a good fit.
Apply Through Our Website:We encourage you to apply directly through our website! It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process.
How to prepare for a job interview at Global
✨Know Your Data
As a Service Performance Manager, you'll be working with data constantly. Make sure you brush up on your analytical skills and understand how to interpret trends and risks. Be ready to discuss specific examples of how you've used data to drive improvements in past roles.
✨Understand the Tech Landscape
Familiarity with digital infrastructure is key for this role. Do some research on digital signage, monitoring operations, and service support models. Being able to speak confidently about these topics will show that you're not just a numbers person but also technically savvy.
✨Communicate Clearly
You'll need to articulate complex issues simply and effectively. Practice explaining technical concepts in layman's terms. This will help demonstrate your ability to bridge the gap between technical and commercial teams, which is crucial for driving action and improvements.
✨Show Proactivity
This role requires a proactive approach to identifying performance issues. Think of examples where you've taken the initiative to improve processes or outcomes. Highlighting your self-starting attitude will resonate well with interviewers looking for someone who can drive change.
