Service Performance Manager

Established and leading Financial Services Top FTSE 100 company based in the South East are seeking to attract a highly experienced Service Performance Manager to join the Group to be responsible for the Service Performance and Operational Management of the core IT Technology Services.

The Service Performance Manager will lead the overall execution of operational performance of the Groups integrated service supply chain`s, ensuring it`s assessed, reported on and improved in line with customer requirements and the agreed CSI framework for Live Services.

The Service Performance Manager will ensure the integrated supply chain uses knowledge and information assets to improve overall effectiveness and productivity and that the Practitioners of the Group`s s service processes and standards to enable them to deliver high quality service and support to Live Services` customers.

This is an exciting opportunity to play in a key role with a growing and marketing leading Group that offers superb opportunities to develop and progress your career, coupled with an excellent remuneration package and benefits.

Key Responsibilities:

Service Performance Manager:

- Support the Head of Service Operations in the effective delivery of Service Management across the Groups and its supply partners
- Provide strategic leadership in the optimisation and execution of the Service Performance functions
- Lead the design, development and implementation of new service solutions for the team and the contribution of Service Operations to other service designs and solutions.
- Provide subject matter expertise and leadership in the effective execution of the Service Performance Management processes, embedding best practice and maturity across the process
- Contribute to the development, implementation and maintenance of an integrated operational model for measuring, monitoring, reporting on and improving Service Performance. e.g. improved tools, capabilities, interfaces.
- Represent the team across the Live Services organisation as required e.g. in internal & external service review meetings, provide input to operational plans, budgets and forecasts.
- Ensure processes and procedures are well defined, documented and consistently applied across the integrated supply chain in order to.
- Present and publish performance data and insights.
- Deliver repeatable, timely, value added service performance reporting for stakeholders.
- Identify and implement the overall CSI approach for Live Services
- Monitor agreed performance improvement actions.
- Use data science / data analytics to proactively manage / predict service performance
- Develop and implement effective knowledge management and practitioner training
- Select, develop, manage and motivate the team in order to deliver required outcomes. Collaborate on resource planning / deployment to optimise use of shared resources.

Skills & Experience required:

- Demonstrable experience of working in a Service Performance role suitable to a FTSE 100 business.
- Ability to demonstrate experience great interaction skills throughout a large organisation
- Experience of working in a mixed Internal and external outsourced model.
- Experience of driving commercial and operational value from existing and new partners.
- Experience of analysing data to challenge performance measures and identify real issues, both inside and outside of contractual agreements.
- Good track record of developing business relationships and stakeholder buy in will be key.
- Exceptional communication skills.
- Highly driven and delivery focused.

What\`s on offer for the successful candidate:

Competitive base salary depending upon experience, coupled with an excellent benefits package and bonus, as well as opportunities for long-term reward and development within a top FTSE100 company.