Job Description:

Your impact

Can you build confidence, resolve challenges before they escalate, and become the trusted link between customers, stakeholders, and service delivery teams? If you're passionate about turning data into meaningful insights for a wide range of stakeholders, then the IMOS Service Performance Controller could be the perfect next step in your career.

As part of the UK MOD Integrated Merlin Operational Support (IMOS) Service Management Organisation (SMO), you will play a key role in delivering expert service management across the full range of IMOS products and services.

Acting as the primary interface between service providers, customers, and key stakeholders, you will combine strong technical and operational knowledge with excellent relationship management skills to ensure the effective delivery of services.

Working in a complex stakeholder environment, you will proactively manage issues, risks, and challenges, resolving potentially contentious situations before they escalate. Success in this role requires the ability to influence without direct authority, build trusted relationships, and drive timely, effective outcomes that support both customer and business objectives.

This is a hybrid position, with the opportunity to work 3 days on site and 2 days working from home per week, subject to business requirements.

For the awareness of internal applicants, this is a JFF level 4 role.

What you will do as the IMOS Service Performance Controller:

• Assist in the management of the UK MOD IMOS Service, representing the IMOS SMO as required, to ensure that integrated solutions are provided by the functional areas.
• Be the IMOS SMO focal point for the IMOS Performance Reporting activities, proactively monitoring and recording activities across all elements of the service and prepare specific reports, briefs and presentations in support of the IOS service, as required.
• Comprehensive knowledge of the IMOS contracted Key Performance Indicators (KPI’s) and Measurements of Effectiveness (MOE’s) and the application of alleviation measures when and where applicable.
• Continuous monitoring of all IMOS KPI performance levels, escalating to the IMOS Service Support Manager or Service Delivery Manager and functional stakeholders when performance risk is identified and in advance of KPI failure being realised, allowing time for corrective action where possible.
• Ensure root cause of any KPI failures is suitably understood and reported to Key Stakeholders for corrective actions where appropriate
• Proactively liaise directly with Customer Stakeholders for recorded KPI agreement and be able to suitably demonstrate reasons for applicability of alleviations where appropriate.
• Monitoring and reporting of internal LH IMOS, non KPI/MOE measured activities, identifying areas of performance risk and opportunity to the business
• Escalating to SMO and key functional stakeholders, identified risks and opportunities in both contractual and non-contractual performance measures
• Development of improved reporting tools, utilising new technologies where available and in close collaboration of LH Digital Service functions
• Contribute to the motivation and development of the IMOS IPT, across the business to provide the level of support activity within the timescales demanded by the business.
• Compile and publish the monthly and annual contracted Performance Reports indicating all KPI, MOE performance levels and any ad hoc reporting as requested by the Customer, relevant to the IMOS service.
• Collaborate with the WIST IOS, to identify, develop and implement common and best practices across both services into a combined solution
• Develop and implement a common reporting tool/format for a future combined service contract e.g. RWE/MAWES
• Promote a culture of continuous improvement.
• Highlight any individual training requirements identified to maintain team skill levels in line with developments in Company processes and systems and industry ‘best practice’ procedures.
• Identify opportunities for new support business and ensure that all such opportunities are highlighted to the appropriate areas of the Business.
• Identify commercial and technical difficulties such that LH risks are managed and minimised.
• Ensure that general performance and specific performance measurement relating to the areas of business within your control are managed and reported using identified/new reporting mechanisms.
• Promote the capabilities of the Company to increase Customer confidence in the Company’s services.
• Utilise Information Systems, e.g. SAP, SharePoint, Serena, GOLDEsp, Wingman, MJDI where appropriate to perform your daily tasks.