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- Tasks: Drive service performance insights and improve operational excellence across global teams.
- Company: Join a leading tech company focused on innovation and service quality.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Dynamic role with excellent career advancement potential.
- Why this job: Make a real impact by enhancing service quality and customer experience.
- Qualifications: Strong understanding of ITIL processes and experience with analytics tools.
The predicted salary is between 55000 - 65000 £ per year.
The Service Performance Manager is responsible for the transparency, accuracy, and governance of service performance across Technology Operations. This includes driving detailed insights, reducing service variance, enabling operational excellence, and partnering with global teams and vendors to improve service quality and customer experience.
Key Responsibilities:
- Own the service performance framework including KPIs, SLAs/OLAs, SLOs (where applicable), availability targets, and end-to-end service metrics.
- Provide accurate reporting and analytics for incidents, problems, changes, MTTR/MTTA, capacity, stability trends, and service risk indicators.
- Ensure performance dashboards and scorecards are maintained and continuously improved.
- Partner with Vendor/Contract Manager to assess vendor SLA adherence, recurring failures, RCA quality, and performance trends.
- Validate data quality across monitoring tools, ITSM platforms, vendor reports, and AIOps insights.
- Facilitate performance reviews across service towers and regions, identifying hotspots, variances, and improvement actions.
- Coordinate with Incident, Problem, and Change Management for trend analysis and improvement tracking.
- Provide service performance insights for budgeting, forecasting, and demand planning activities.
- Prepare leadership level service performance summaries and executive insights.
- Ensure end-to-end accuracy and integrity of service performance KPIs and reporting.
- Maintain a single source of truth for service health across regions and service lines.
- Drive operational performance improvements through data driven recommendations.
- Identify recurrence patterns, stability gaps, and risk areas requiring proactive actions.
- Oversee performance governance routines including weekly operational reviews.
- Ensure performance targets are aligned with business requirements and contractual obligations.
- Support major incident analysis and ensure integration of RCA outcomes into performance reports.
- Collaborate with Regional Service Managers to ensure local service performance trends and risks are captured and addressed.
- Partner with EA to ensure performance measurement aligns to service architectures and technology standards.
- Engage with Security and Compliance to ensure operational risks and control gaps are reflected in performance dashboards.
- Work with Finance and Integration/Cost Management on consumption modelling, chargeback/showback data, and cost-to-serve metrics.
- Support PMO with performance baselines, impacts of major changes, and readiness assessments.
- Monthly Global Service Performance Pack (SLAs, KPIs, MTTR/MTTA, Availability, Trends, Risks).
- Weekly Operations Review Reporting and service health dashboards.
- Quarterly performance deep-dive and improvement roadmap.
- Vendor performance inputs (SLA analysis, RCA trends, quality scoring).
- Service performance models for cost forecasting, budgeting, and consumption insights.
- Operational risk, audit, and regulatory compliance reporting when required.
- Accuracy and completeness of global performance reporting.
- SLA/KPI compliance improvement across services and regions.
- Reduction in incident recurrence and stability-related service degradations.
- Increase in vendor performance quality and SLA adherence.
- Stakeholder satisfaction with performance transparency and insights.
Qualifications:
- Strong understanding of ITIL processes (Incident, Problem, Change, Service Level).
- Experience with ITSM reporting, dashboards, and analytics tools (ServiceNow, PowerBI, Tableau, Grafana).
Service and Performance Manager employer: Hays
Contact Detail:
Hays Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service and Performance Manager
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your skills align with their goals, especially around service performance and operational excellence.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. The more comfortable you are talking about your experience and skills, the better you'll perform.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing candidates who take the initiative. Plus, it’s a great way to ensure your application gets the attention it deserves.
We think you need these skills to ace Service and Performance Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Performance Manager role. Highlight your experience with KPIs, SLAs, and ITIL processes. We want to see how your skills align with our needs!
Showcase Your Analytical Skills: In your application, emphasise your ability to provide accurate reporting and analytics. Mention any tools you've used like ServiceNow or PowerBI, as we love data-driven insights!
Be Clear and Concise: When writing your cover letter, keep it clear and to the point. We appreciate straightforward communication, so make sure you get your key points across without fluff.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Hays
✨Know Your Metrics
Familiarise yourself with key performance indicators (KPIs) and service level agreements (SLAs) relevant to the role. Be ready to discuss how you’ve used these metrics in past roles to drive improvements and ensure operational excellence.
✨Showcase Your Analytical Skills
Prepare examples of how you've provided insights through data analysis. Highlight your experience with tools like ServiceNow, PowerBI, or Tableau, and be ready to explain how you’ve used them to enhance service performance and reporting.
✨Understand ITIL Processes
Brush up on ITIL processes, especially Incident, Problem, and Change Management. Be prepared to discuss how you’ve applied these frameworks in your previous roles to improve service delivery and manage risks effectively.
✨Collaborative Mindset
Emphasise your ability to work with cross-functional teams and vendors. Share specific instances where you’ve partnered with others to assess performance, identify variances, and implement improvement actions that enhanced service quality.