Purpose
The Services Performance and Development Manager will ensure consistent, high-quality people management across the Services department, supporting the performance, growth, and wellbeing of team members. This role works closely with Customer Success Managers (CSMs) and Learning Delivery Managers (LDMs) to embed structured development practices and drive a culture of accountability, progression, and support.
As the central point for formal performance management, this role oversees key processes such as objective setting, professional development plans (PDPs), career conversations, and performance improvement plans (PIPs). You will play a vital role in enabling operational effectiveness through robust people management, while the CSMs and LDMs continue to act as mentors and client-facing leads.
You will be
An experienced people leader with a strong background in performance management, employee development, and HR practices. You will be commercially aware, detail-oriented, and confident in navigating conversations around performance, development, and employee wellbeing. You'll bring consistency, clarity, and fairness to people-related processes, thriving in a fast-paced, service-focused environment where people are key to success.
The role includes
* Acting as the lead for all formal people management activity across the Services department.
* Partnering closely with CSMs and LDMs, who remain responsible for daily client work and act as mentors to their team members.
* Attending monthly 1:1s with employees (led by the CSM or LDM), providing structure and consistency while tracking progress and identifying development needs.
* Owning the creation, documentation, and tracking of objectives, ensuring all team members are working toward aligned and measurable goals.
* Creating and maintaining Professional Development Plans (PDPs) that support role mastery, growth aspirations, and succession planning.
* Conducting structured career conversations with employees, exploring progression pathways, stretch opportunities, lateral development, and long-term aspirations.
* Leading and managing any formal Performance Improvement Plans (PIPs), working closely with relevant team leads and HR.
* Acting as the first point of contact for employees reporting absences, ensuring wellbeing is supported and records are accurately maintained.
* Reviewing and approving leave requests in collaboration with CSMs and LDMs to ensure team and project continuity.
* Reviewing trends in employee performance, capability, and capacity to ensure the team is the right size to fulfil workload requirements.
* Taking responsibility for recruitment across the Services department, from job scoping to interviewing, onboarding, and probation reviews alongside CSMs and LDMs.
* Acting as the escalation point for any concerns relating to workload, wellbeing, or team performance.
* Supporting a consistent employee experience by embedding best practices in performance, development, and communication across teams.
You will have
* A strong track record in people management of large teams (20+ people) with experience leading formal performance and development processes.
* A solid understanding of HR principles and employment best practices.
* Experience working in a commercial or client-facing services environment.
* Exceptional interpersonal skills, with the ability to build trust, offer constructive challenge, and support others through performance conversations.
* Demonstrated ability to create and track development frameworks such as objectives, PDPs, and PIPs.
* Experience leading recruitment, from attraction to onboarding.
* High levels of emotional intelligence, empathy, and discretion.
* Strong collaboration skills with the ability to partner with CSMs, LDMs, HR, and senior leaders.
Success in the role looks like
* High employee engagement, clarity of expectations, and visible career progression within the Services team.
* Clear, documented objectives and development plans in place for all team members.
* Formal performance conversations handled consistently, constructively, and professionally.
* Effective recruitment and onboarding of high-quality candidates into Services roles.
* Minimal performance escalations due to proactive development and coaching.
* Positive feedback from CSMs, LDMs, and employees around consistency and support.
* Clear structure and ownership of formal people management processes across the department.