Service Performance Manager

Reach out to Lorenz Pasch @ Hays Recruitment - 07863107173

Core Responsibilities
Own the service performance framework including KPIs, SLAs/OLAs, SLOs (where applicable), availability targets, and end‑to‑end service metrics.

Provide accurate reporting and analytics for incidents, problems, changes, MTTR/MTTA, capacity, stability trends, and service risk indicators.

Ensure performance dashboards and scorecards are maintained and continuously improved.

Partner with Vendor/Contract Manager to assess vendor SLA adherence, recurring failures, RCA quality, and performance trends.

Validate data quality across monitoring tools, ITSM platforms, vendor reports, and AIOps insights.

Facilitate performance reviews across service towers and regions, identifying hotspots, variances, and improvement actions.

Coordinate with Incident, Problem, and Change Management for trend analysis and improvement tracking.

Provid...