Hays
Service Performance Manager
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Service Performance Manager
Reporting to: Head of Integration, Performance and Cost Management
Location: UK or Germany
Role Objectives
The Service Performance Manager is responsible for the transparency, accuracy, and governance of service performance across Technology Operations. The role ensures that SLAs, OLAs, KPIs, availability, stability, and operational health indicators are monitored, analysed, and communicated across global stakeholders. This includes driving detailed insights, reducing service variance, enabling operational excellence, and partnering with global teams and vendors to improve service quality and customer experience.
Key Results / Areas
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.
- Provide service performance insights for budgeting, forecasting, and demand planning activities.
- Prepare leadership level service performance summaries and executive insights.
- Ensure end-to-end accuracy and integrity of service performance KPIs and reporting.
- Maintain a single source of truth for service health across regions and service lines.
- Drive operational performance improvements through data-driven recommendations.
- Identify recurrence patterns, stability gaps, and risk areas requiring proactive actions.
- Provide actionable insights to vendors and internal teams during QBR/MBR cycles.
- Oversee performance governance routines including weekly operational reviews.
- Ensure performance targets are aligned with business requirements and contractual obligations.
- Support major incident analysis and ensure integration of RCA outcomes into performance reports.
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Global Delivery & Collaboration
- Collaborate with Regional Service Managers to ensure local service performance trends and risks are captured and addressed.
- Partner with EA to ensure performance measurement aligns to service architectures and technology standards.
- Coordinate with vendors (incl. Cognizant) to validate SLA performance and drive improvement actions.
- Engage with Security and Compliance to ensure operational risks and control gaps are reflected in performance dashboards.
- Work with Finance and Integration/Cost Management on consumption modelling, chargeback/showback data, and cost-to-serve metrics.
- Support PMO with performance baselines, impacts of major changes, and readiness assessments.
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Key Deliverable
- Monthly Global Service Performance Pack (SLAs, KPIs, MTTR/MTTA, Availability, Trends, Risks).
- Weekly Operations Review Reporting and service health dashboards.
- Quarterly performance deep dive and improvement roadmap.
- Vendor performance inputs (SLA analysis, RCA trends, quality scoring).
- Service performance models for cost forecasting, budgeting, and consumption insights.
- Operational risk, audit, and regulatory compliance reporting when required.
KPIs & Success Measures
- Accuracy and completeness of global performance reporting.
- SLA/KPI compliance improvement across services and regions.
- Reduction in incident recurrence and stability-related service degradations.
- Improvement in MTTR, MTTA, and change success rate.
- Increase in vendor performance quality and SLA adherence.
- Stakeholder satisfaction with performance transparency and insights.
Knowledge, Qualifications and Experience
- Strong understanding of ITIL processes (Incident, Problem, Change, Service Level).
- Experience with ITSM reporting, dashboards, and analytics tools (ServiceNow, PowerBI, Tableau, Grafana).
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