Performance Manager

M Group Services Limited; United Kingdom; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading telecom services provider is hiring Performance Managers in St. Ives, England. You will lead a Service Desk team to ensure smooth operations, manage incidents effectively, and drive service improvements. Ideal candidates have strong people management skills and experience in Service Management. This role offers various benefits including a pension scheme and health care cash plan, alongside opportunities for development and growth.

Benefits

Matched pension scheme

Online GP service

Employee assistance programme

Life assurance

Health Care Cash Plan

25 days annual leave plus bank holidays

Qualifications

• Solid knowledge of Service Support best practices and escalation management.
• Experience delivering against SLA, OLA, and KPI targets.
• Strong people management skills, including personal development and career guidance.
• Experience with incident, problem, and change management.

Responsibilities

• Lead and inspire a Service Desk Team, ensuring smooth service operations.
• Work closely with Performance Managers to maintain 24x7x365 service.
• Manage own team and influence others through matrix management.
• Own and champion key Service Management processes.

Skills

Service Support best practices

People management

Incident management

Escalation management

Performance reporting

Education

GCSE-level Maths and English

Service Management qualifications

Tools

Service Management ticketing systems

Reporting tools

Job description

Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine. Whatever stage you’re at in your career; with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in afriendly, fun and respectful environment where you are encouraged to thrive.

Where will you be working?

At M Group Telecom, we’re enabling and enhancing telecom networks, playing a lead role in the delivery of our tech enabled future.

We deliver full network cycle services for fixed, private and mobile operators.

Private networks- We find the best technology, manage assets and refresh systems. With 24/7 network operations, we keep things running smoothly, while operating comprehensive network repair and maintenance to keep everything in top shape.

Want to come and be a part of it?

We’re hiring multiple Performance Managers to join our Network Service Operations Centre in St Ives, Cambridgeshire.

You’ll work 7am–7pm on a 4-days-on, 4-days-off shift pattern, supporting a critical service in a dynamic environment.

As a Performance Manager, you’ll lead a team, keep services running smoothly, resolve incidents quickly, and make sure we meet our service commitments. You’ll also act as an escalation point and help drive improvements in how we work.

What will you be doing?

• You’ll lead and inspire a Service Desk Team, helping them grow and succeed every day.
• We’ll look to you to work closely with a group of Performance Managers to keep our 24x7x365 service running smoothly and efficiently.
• You’ll make sure we hit our SLA, OLA, and KPI targets, delivering great service to a wide range of customers.
• We’ll trust you to take ownership of cases and tickets in our Service Management platform, ensuring everything is handled promptly and professionally.
• You’ll manage your own team and, through matrix management, influence and support others across the service.
• We’ll count on you to guide incidents and requests through to resolution, keeping customers informed and happy.
• You’ll look after the estate with planned maintenance, making sure everything stays in top shape.
• We’ll depend on you to coordinate warranty periods and stock procurement, working hand-in-hand with customers and procurement teams.
• You’ll provide escalation cover and step in as Major Incident Manager when required.
• We’ll expect you to own and champion key Service Management processes—Change, Incident, Problem, Request, Knowledge Management, and Continual Service Improvement—making sure they’re followed and improved while you’re on shift.

What you’ll bring:

• You’ll bring solid knowledge of Service Support best practices and escalation management.
• We’ll appreciate your experience delivering against SLA, OLA, and KPI targets.
• You’ll have strong people management skills, including personal development, career guidance, and conflict resolution.
• We’ll look to you for coaching and mentoring team members to help them improve and thrive.
• You’ll know your way around Service Management ticketing systems and how to use them effectively.
• We’ll value your experience with reporting tools to keep performance visible and actionable.
• You’ll have at least 3 years in a Service Desk or NOC role, giving you the confidence to lead in a fast-paced environment.
• We’ll expect you to understand Service Management processes and lead on managing incidents, problems, and changes.
• You’ll have GCSE-level Maths and English as a foundation.
• We’ll appreciate any Service Management or Service Desk qualifications you hold—they’ll help you hit the ground running.

What’s in it for you?

We offer a range of benefits designed to support your life in and out of work, some of which include.

• Matched or contributory pension scheme
• Online GP service, 24 hours a day, 365 days a year
• Employee assistance programme
• My Rewards portal, access to 1000’s of retail discounts
• Life assurance
• Cycle to work, salary finance and give as you earn schemes
• Enhanced maternity, paternity leave and adoption leave
• Reward and recognition scheme
• Health Care Cash Plan, giving you the ability to claim back medical expenses for things like dental, eyecare and physiotherapy and much more!
• Discretionary bonus scheme
• 25 days annual leave plus bank holidays
• Recommend a friend – get rewarded for introducing people to us!

About us

We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. We’re one of the Top 100 UK companies actively supporting and recruiting army veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs.

Our values help to shape our culture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours.

• We’re responsible and go further for our people, clients, communities and the planet
• We’re open and seek new and better ways of exceeding expectations
• We’re together and as one team; the whole is greater than the sum of the parts
• We’re ambitious and embrace opportunity, to lead essential infrastructure services for life

Whether you’re a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development.

It’s an exceptional time to be a part of M Group.

Please note:

Occasionally, job adverts might be closed before the stated closing date. Do apply as soon as possible to ensure your application is considered.

For certain roles, successful candidates will be subject to 3rd party background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding