Performance Manager

About The Role

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 hiring multiple Performance Managers to join our National Operations Centre in St Ives, Cambridgeshire. You’ll work 7am–7pm/7pm - 7am on a 4-days-on, 4-days-off shift pattern, supporting a critical service in a dynamic environment.

As a Performance Manager, you’ll lead a team, keep services running smoothly, resolve incidents quickly, and make sure we meet our service commitments. You’ll also act as an escalation point and help drive improvements in how we work.

What will you be doing?

• You’ll lead and inspire a 1st and 2nd line Team, helping them grow and succeed every day.
• You’ll work closely with a group of Performance Managers to keep our 24x7x365 service running smoothly and efficiently.
• You’ll make sure we hit our SLA, OLA, and KPI targets, delivering great service to a wide range of customers.
• You’ll take ownership of cases and tickets in our Service Management platform, ensuring everything is handled promptly and professionally.
• You’ll manage your own team and, through matrix management, influence and support others across the service.
• You’ll guide incidents and requests through to resolution, keeping customers informed and happy.
• You’ll look after the estate with planned maintenance, making sure everything stays in top shape.
• You’ll coordinate warranty periods and stock procurement, working hand-in-hand with customers and procurement teams.
• You’ll provide escalation cover and step in as Major Incident Manager when required.
• You’ll own and champion key Service Management processes—Change, Incident, Problem, Request, Knowledge Management, and Continual Service Improvement—making sure they’re followed and improved while you’re on shift.

What you’ll bring:

• You’ll bring solid knowledge of Service Support best practices and escalation management.
• You’ll have experience delivering against SLA, OLA, and KPI targets.
• You’ll have strong people management skills, including personal development, career guidance, and conflict resolution.
• You’ll provide coaching and mentoring to team members to help them improve and thrive.
• You’ll know your way around Service Management ticketing systems and how to use them effectively.
• You’ll have experience with reporting tools to keep performance visible and actionable.
• You’ll have at least 3 years in a Service Desk or Operations centre role.
• You’ll understand Service Management processes and lead on managing incidents, problems, and changes.
• You’ll have GCSE-level Maths and English as a foundation.
• You’ll hold any Service Management or Service Desk qualifications.

What’s in it for you?

• 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
• 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 army 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.