Service Desk Performance Manager - KPI-Driven Ops Leader

ExlService Holdings, Inc.; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global analytics and digital solutions company is seeking a Service Desk Performance Manager in Manchester. The role requires leading team managers across service desk operations, implementing performance strategies, and providing insights to enhance operational efficiency. The ideal candidate will have 7+ years in operations leadership, preferably in service desk environments, and a strong background in Smart Meter technologies and regulatory compliance. A competitive salary and numerous employee benefits, including opportunities for professional development, are offered.

Benefits

Market competitive package

Rewarding pension

Cash back cards with discounts

Cycle Scheme for bikes and accessories

Employee Stock Purchase Plan (ESPP)

Qualifications

• 7+ years in performance management or operations leadership, ideally in service desk environments.
• Experience in managing distributed teams with measurable improvements in Customer Satisfaction.
• Expertise in Smart Meter technologies and switching protocols.

Responsibilities

• Lead Team Managers across SMETs and Switching services ensuring optimal performance.
• Monitor KPIs using dashboards for tracking and reporting.
• Implement performance improvement strategies.

Skills

Leadership skills

Performance analytics

CRM tools

Interpersonal skills

Stakeholder management

Data-driven decision making

Education

Qualification in Management Operations or related discipline

ITIL certification

PMP certification

Tools

Service Now

Remedy

Job description

A global analytics and digital solutions company is seeking a Service Desk Performance Manager in Manchester. The role requires leading team managers across service desk operations, implementing performance strategies, and providing insights to enhance operational efficiency. The ideal candidate will have 7+ years in operations leadership, preferably in service desk environments, and a strong background in Smart Meter technologies and regulatory compliance. A competitive salary and numerous employee benefits, including opportunities for professional development, are offered.