About The Role Right across infrastructure, theres a requirement to not only maintain, but also renew and reimagine. Whatever stage youre at in your career; with us youll 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, were 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 national operations, we keep things running smoothly, while operating comprehensive network or service management repair and maintenance to keep everything running operationally. Want to come and be a part of it? Were hiring a Performance Manager to join our National Operations Centre in St Ives, Cambridgeshire. Youll work Monday to Friday during office hours, supporting a critical service within a fast-paced and dynamic environment. As a Performance Manager, youll lead and motivate your team, keep services running smoothly, respond swiftly to incidents, and ensure we consistently meet our service commitments. Youll also act as a key escalation point and work closely with colleagues to drive continuous improvements in how we operate. What will you be doing? Youll lead and inspire a 1st and 2nd line team, supporting their development and helping them succeed every day, while we work together with Performance Managers to keep our 24x7x365 service running smoothly and efficiently. Youll play a key role in ensuring we consistently meet our SLA, OLA, and KPI commitments, delivering excellent service to a wide range of customers, and well rely on you to take ownership of cases and tickets within our Service Management platform, making sure everything is handled promptly and professionally. Youll manage your own team and, through matrix management, collaborate with and positively influence colleagues across the wider service, while we look to you to guide incidents and requests through to resolution, keeping customers informed, confident, and satisfied throughout. Youll also help maintain the estate through well-planned maintenance activities, and well work closely with you to coordinate warranty periods and stock procurement alongside customers and procurement teams. Youll provide escalation support and step in as Major Incident Manager when required, and well empower you to own and champion key Service Management processesincluding Change, Incident, Problem, Request, Knowledge Management, and Continual Service Improvementensuring theyre followed, embedded, and continually improved during your shift. What youll bring: Youll bring solid knowledge of Service Support best practices and escalation management. Well appreciate your experience delivering against SLA, OLA, and KPI targets. Youll have strong people management skills, including personal development, career guidance, and conflict resolution. Well look to you for coaching and mentoring team members to help them improve and thrive. Youll know your way around Service Management ticketing systems and how to use them effectively. Well value your experience with reporting tools to keep performance visible and actionable. Youll have at least 3 years in a Service Desk or Operations centre role, giving you the confidence to lead in a fast-paced environment. Well expect you to understand Service Management processes and lead on managing incidents, problems, and changes. Youll have GCSE-level Maths and English as a foundation. Well appreciate any Service Management or Service Desk qualifications you holdtheyll help you hit the ground running. Whats 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 1000s 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 In addition, this role offers; 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. Were 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. Were responsible and go further for our people, clients, communities and the planet Were open and seek new and better ways of exceeding expectations Were together and as one team; the whole is greater than the sum of the parts Were ambitious and embrace opportunity, to lead essential infrastructure services for life Whether youre a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development. Its 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 MGROUPT INDSTA