Service Performance Manager
3 days ago
We are seeking a talented Service Performance Manager to join our Networks and Hosting team in Technology Service Operations. As a Service Performance Manager, you will be responsible for the transition and introduction of new services into an operationally live environment, managing BAU service levels and contracts across all suppliers, and internal resources within your portfolio.
Key Responsibilities- Collaborate with a multi-skilled team to deliver new services into operation via design and transition gates.
- Manage the performance of services within your portfolio, including suppliers and internal teams, to agreed service level targets.
- Analyse relevant reports and data to ensure adherence to agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
- Develop and implement strategies to improve service performance and reduce risks.
- Build and maintain relationships with key stakeholders to understand changes in priorities or business demand.
- Develop and maintain support and contractual collateral, including ongoing maintenance of knowledge scripts and technical documentation.
- Ensure compliance with Change, Release and configuration management processes for internal teams, projects, and suppliers.
- ITIL V4 Service Management certification (desirable)
- Broad knowledge of software development, DevOps & Project Management methodologies
- Effective technical support services to a complex, multi-site operation
- Enterprise Resource Planning and Asset Management systems
- Cloud computing service models, such as SaaS, PaaS, IaaS
- Financial processes (including CAPEX, OPEX and project authorisation)
- Commercial management best practice to ensure effective supply chain arrangements to deliver value, quality, and reliability
- Service Management and ITSM toolsets and processes
We are an equal opportunities employer and value diversity. We do not discriminate on the basis of race, religion, ethnicity, gender, sexual orientation, age, or disability status.
Please apply using your CV and a two-page (maximum) covering letter. Shortlisting will be carried out based on answers to any pre-screening questions and the information on your CV and covering letter.
We offer a range of benefits, including a final salary pension scheme, free travel on the TfL network, and a 75% discount on National Rail Season Ticket and interest-free loan.
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