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About the role
- Service Performance Manager improving service performance across Digital Solutions for UK operations. Collaborating with internal and external Service Providers to ensure high-quality service delivery.
Responsibilities
- Manage risk by identifying, assessing, and mitigating operational and service-related risks, maintaining risk registers in line with organisational frameworks, and collaborating with stakeholders to implement proactive mitigation strategies.
- Drive continuous improvement by leading service performance reviews, using data insights to identify trends and optimisation opportunities, and fostering a culture of ongoing enhancement and operational excellence.
- Oversee CMDB management by ensuring accuracy, completeness, and governance of the CMDB, maintaining effective CI relationships to support change and incident management, and working with stakeholders to improve data quality.
- Enhance service availability and resilience by monitoring performance against SLAs/OLAs, leading major incident reviews to embed corrective actions, and supporting resilience and business continuity planning to maintain robust services.
Requirements
- Broad understanding of IT Service Operations and the digital services ecosystem.
- Clear appreciation of how Digital Services support and influence core business functions.
- Experience designing and implementing operational processes and guidance.
- Strong stakeholder engagement and influencing skills.
- Proven ability to manage a mixture of internal and external challenges to meet business outcomes.
- Expertise in Risk Management, Capacity Management, Continuous Improvement, CMDB governance, Service Availability, and Operational Governance.
- ITIL qualified or experienced working within ITIL-aligned environments.
- Ability to analyse complex information and make effective, evidence-based decisions.
- Leadership capability: able to mentor, guide, and support others.
- Experience managing third-party suppliers and contracts.
Benefits
- Time to Recharge: Enjoy generous leave with the opportunity to accrue up to 12 additional flexi-days each year.
- Secure your Future: Benefit from our award-winning pension scheme with up to 15% employer contribution.
- Your Wellbeing Matters: Free access to mental health support, financial advice, and employee-led networks championing inclusion and diversity (Enable, Pride, Equalise, Armed Forces, Carers, Wellbeing and Ethnicity).
- Rewarding Performance: All employees at management level and below are eligible for our bonus scheme.
- Never Stop Learning: Free access to 4,000+ online courses via Coursera and LinkedIn Learning.
- Refer a friend: Receive a financial reward through our referral programme.
- Tailored Perks: Spend up to £500 annually on flexible benefits including private healthcare, dental, family cover, tech & lifestyle discounts, gym memberships and more.
- Flexible working: Flexible hours with hybrid working options.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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