Service Performance Manager
5 days ago
As a key member of our team, you'll be responsible for delivering an end-to-end view of service performance and customer experience across IT services. This involves agreeing on service levels with customers, ensuring compliance, and communicating performance to key stakeholders.
Some of your key responsibilities will include:
- Building strong relationships with customers and stakeholders to align IT Services with strategic objectives
- Creating close working relationships with Architects, Product Owners, Infosec, Programme Leads, and Group Commercial to deliver reliable, modern, and robust services
- Holding regular service performance meetings with associated service providers and performing regular 'dip tests' to ensure accuracy of data
- Conducting audits of suppliers and partners to validate reporting and provide measurement of services, benchmarking service where appropriate
- Holding regular service reviews with stakeholders to demonstrate performance, review service risks, and undertake customer satisfaction measurement and improvement
- Defining, implementing, and governing SLAs for assigned services and ensuring delivery of service to agreed levels
- Working with the major incident and problem management teams to ensure next steps are always taken to prevent future MI's
- Understanding business priority, ensuring services are aligned to priority, and translating and communicating priority throughout IT
- Developing a view of customer experience and service performance and delivering this insight to the Head of Service and Operations
- Proactively identifying and delivering service improvement plans (SIPs) required to maintain or improve service levels
- Acting as an escalation point for incidents where exceptional business impact is experienced to ensure appropriate resolution
- Maintaining a service risk register to manage, mitigate, and accept operational risks to service and deliver improvements to mitigate risk
- Being the custodian of live service and approving changes to assigned services to ensure impacts are understood and service performance is not negatively impacted
- Working with the Service Introduction Manager to ensure delivery of new services, including service level requirements, measurement capabilities, and agreement with stakeholders and product teams
- Continually improving monitoring and observability for faster rectification of issues.
Requirements:
- Solid technical background and commercial awareness to participate in technical and commercial discussions
- Relationship building skills and the ability to empathise with customers and their needs
- Ability to understand technology requirements and drivers
- Experience in conducting meaningful discussions around how IT Services meet customer needs
- Proficiency in customer management techniques, including understanding customer requirements, capturing, and delivering a service
- Ability to demonstrate high presentational skills, adapting to all levels of audience
- Ability to lead virtual support groups, suppliers, and internal and external customers
- Previous involvement in managing third-party suppliers
- A customer-obsessed approach to working, ensuring our systems and services are working to enable every sale across every area of business (web/garage/store)
- Passion for reporting, taking key messages from data, and presenting to all levels of the organisation
- Drive and ambition, wanting to extract the best out of suppliers and teams
- Experience in implementing improvement plans across a range of business units and services and understanding the commercial implications of the work undertaken and improvements required
- Good working knowledge of key service management processes
- Strong service and continuous improvement ethos
Work Arrangements: Hybrid working with occasional travel to our support centre in Redditch, Worcestershire.
Halfords is an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.
-
Service Delivery Manager
2 weeks ago
Redditch, Worcestershire, United Kingdom Halfords Full timeService Assurance Manager RoleAs a key member of our team, you will be responsible for delivering an end-to-end view of service performance and customer experience across IT services. This involves working closely with customers and stakeholders to agree on service levels, ensuring compliance, and communicating performance to key stakeholders.You will...
-
Service Delivery Manager
1 week ago
Redditch, Worcestershire, United Kingdom Halfords Full timeService Assurance Manager RoleAs a key member of our team, you will be responsible for delivering an end-to-end view of service performance and customer experience across IT services. This involves working closely with customers and stakeholders to ensure that our services meet their needs and expectations.You will be responsible for instigating, developing,...
-
Service Delivery Manager
2 weeks ago
Redditch, Worcestershire, United Kingdom Halfords Full timeJob SummaryWe are seeking a highly skilled Service Delivery Manager to join our team at Halfords. As a key member of our IT department, you will be responsible for delivering exceptional service performance and customer experience across our IT services.Key ResponsibilitiesDevelop and implement service improvement plans to maintain or improve service...
-
Service Manager
1 week ago
Redditch, Worcestershire, United Kingdom Welcome Break Full timeUnlock Your Leadership PotentialWelcome Break is seeking a motivated and ambitious individual to join our team as a Supervisor. As a key member of our management team, you will be responsible for leading a team of staff to deliver exceptional customer service and drive sales growth.Key Responsibilities:Lead a team of staff to achieve sales targets and...
-
Team Performance Director
2 weeks ago
Redditch, Worcestershire, United Kingdom beBee Professionals Full time £35,000 - £45,000We are seeking a highly skilled Team Performance Director to lead our team in Redditch, United Kingdom. The successful candidate will oversee daily operations, drive team performance, and ensure targets are met while fostering a positive and collaborative work environment.Key Responsibilities:Lead the team to achieve performance targets and goals.Monitor and...
-
Service Manager
3 weeks ago
Redditch, Worcestershire, United Kingdom Welcome Break Full timeUnlock Your Leadership PotentialWelcome Break is seeking a motivated and ambitious individual to join our team as a Supervisor. As a key member of our management team, you will be responsible for leading a team of customer-facing staff and contributing to the success of our business.Key Responsibilities:Lead a team of customer-facing staff to deliver...
-
Service Manager
3 weeks ago
Redditch, Worcestershire, United Kingdom Welcome Break Full timeUnlock Your Leadership PotentialWelcome Break is seeking a motivated and ambitious individual to join our team as a Supervisor. As a key member of our management team, you will be responsible for leading a team of customer-facing staff and contributing to the success of our business.Key Responsibilities:Lead a team of customer-facing staff to deliver...
-
Service Management Professional
2 days ago
Redditch, Worcestershire, United Kingdom Halfords Full timeService Assurance ManagerAs a key member of our team, you will be responsible for delivering a comprehensive view of service performance and customer experience across IT services. This includes aligning with customer service levels, ensuring compliance, and communicating performance to key stakeholders.You will work closely with architects, product owners,...
-
Financial Performance Partner
3 weeks ago
Redditch, Worcestershire, United Kingdom Benjamin Edwards Full timeFinance Business PartnerBenjamin Edwards is seeking a highly skilled Finance Business Partner to join their team. As a key member of the finance department, you will play a crucial role in supporting the development of the business and driving financial performance across the UK sites.Key Responsibilities:Develop a strong partnership with local site...
-
Financial Performance Partner
3 weeks ago
Redditch, Worcestershire, United Kingdom Benjamin Edwards Full timeFinance Business PartnerBenjamin Edwards is seeking a highly skilled Finance Business Partner to join their team. As a key member of the finance department, you will play a crucial role in supporting the development of the business and driving financial performance across the UK sites.Key Responsibilities:Develop a strong partnership with local site...
-
Service Manager
3 weeks ago
Redditch, Worcestershire, United Kingdom Welcome Break Full timeUnlock Your Leadership PotentialWelcome Break is seeking a motivated and ambitious individual to join our team as a Supervisor. As a key member of our management team, you will be responsible for leading a team of customer-facing staff and contributing to the success of our business.Key Responsibilities:Lead a team of staff to deliver exceptional customer...
-
Service Manager
3 weeks ago
Redditch, Worcestershire, United Kingdom Welcome Break Full timeUnlock Your Leadership PotentialWelcome Break is seeking a motivated and ambitious individual to join our team as a Supervisor. As a key member of our management team, you will be responsible for leading a team of customer-facing staff and contributing to the success of our business.Key Responsibilities:Lead a team of staff to deliver exceptional customer...
-
Store Manager Assistant
2 months ago
Redditch, Worcestershire, United Kingdom Next Full timeAbout the Role:To be a successful Assistant Store Manager at Next, you will:Support the Store Manager in managing and inspiring your team to achieve exceptional sales and operational results, and stepping up to cover the store when needed.Create an atmosphere where delivering outstanding customer service, achieving performance targets, and maintaining...
-
Store Manager Assistant
2 months ago
Redditch, Worcestershire, United Kingdom Next Full timeAbout the Role:To be a successful Assistant Store Manager at Next, you will:Support the Store Manager in managing and inspiring your team to achieve exceptional sales and operational results, and stepping up to cover the store when needed.Create an atmosphere where delivering outstanding customer service, achieving performance targets, and maintaining...
-
Recovery Service Manager
2 weeks ago
Redditch, Worcestershire, United Kingdom Creative Support Full timeJob Title: Recovery Team ManagerWe are seeking a skilled and experienced Recovery Team Manager to join our team at Creative Support. As a key member of our management team, you will play a vital role in developing and managing a new-build mental health supported living service for 14 individuals with mental health needs.Key Responsibilities:Work closely with...
-
Recovery Service Manager
2 weeks ago
Redditch, Worcestershire, United Kingdom Creative Support Full timeJob Title: Recovery Team ManagerWe are seeking a skilled and experienced Recovery Team Manager to join our team at Creative Support. As a key member of our management team, you will play a vital role in developing and managing a new-build mental health supported living service for 14 individuals with mental health needs.Key Responsibilities:Work closely with...
-
Service Assurance Manager
1 week ago
Redditch, Worcestershire, United Kingdom Halfords Full timeAbout the Role:We are seeking a highly skilled Service Assurance Manager to join our team at Halfords. As a key member of our IT department, you will be responsible for delivering an end-to-end view of service performance and customer experience across our IT services.Key Responsibilities:Develop and implement service improvement plans to ensure high-quality...
-
Compliance Services Manager
3 weeks ago
Redditch, Worcestershire, United Kingdom CV Library Full timeJob Title: Compliance Services ManagerWe are seeking an experienced Compliance Services Manager to join our team at CV Library. As a key member of our operations team, you will be responsible for ensuring that our client's healthcare services meet the highest standards of quality and compliance.Key Responsibilities:Oversee daily operations for clinical...
-
Compliance Services Manager
3 weeks ago
Redditch, Worcestershire, United Kingdom CV Library Full timeJob Title: Compliance Services ManagerWe are seeking an experienced Compliance Services Manager to join our team at CV Library. As a key member of our operations team, you will be responsible for ensuring that our client's healthcare services meet the highest standards of quality and compliance.Key Responsibilities:Oversee daily operations for clinical...
-
Drama and Performing Arts Educator
2 weeks ago
Redditch, Worcestershire, United Kingdom Empowering Learning Full timeEmpowering Learning Seeks a Dedicated Drama and Performing Arts EducatorWe are seeking a passionate and experienced Drama and Performing Arts Educator to join our team at Empowering Learning. As a key member of our team, you will be responsible for delivering high-quality drama and performing arts education to students in a Middle School setting.Key...