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Performance Manager
Job Posted: 3 hours ago
Salary: £ Competitive
Job Type: Permanent
Location: St Ives
Expire in: a month
Job Description
About The Role
Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine. Whatever stage you’re at in your career; with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.
Where will you be working?
At M Group Telecom, we’re 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?
We’re hiring multiple Performance Managers to join our National Operations Centre in St Ives, Cambridgeshire.
You’ll work 7am–7pm/7pm - 7am on a 4-days-on, 4-days-off shift pattern, supporting a critical service in a dynamic environment.
As a Performance Manager, you’ll lead a team, keep services running smoothly, resolve incidents quickly, and make sure we meet our service commitments. You’ll also act as an escalation point and help drive improvements in how we work.
What will you be doing?
You’ll lead and inspire a 1st and 2nd line Team, helping them grow and succeed every day.
We’ll look to you to work closely with a group of Performance Managers to keep our 24x7x365 service running smoothly and efficiently.
You’ll make sure we hit our SLA, OLA, and KPI targets, delivering great service to a wide range of customers.
We’ll trust you to take ownership of cases and tickets in our Service Management platform, ensuring everything is handled promptly and professionally.
You’ll manage your own team and, through matrix management, influence and support others across the service.
We’ll count on you to guide incidents and requests through to resolution, keeping customers informed and happy.
You’ll look after the estate with planned maintenance, making sure everything stays in top shape.
We’ll depend on you to coordinate warranty periods and stock procurement, working hand-in-hand with customers and procurement teams.
You’ll provide escalation cover and step in as Major Incident Manager when required.
We’ll expect you to own and champion key Service Management processes—Change, Incident, Problem, Request, Knowledge Management, and Continual Service Improvement—making sure they’re followed and improved while you’re on shift.What you’ll bring:
You’ll bring solid knowledge of Service Support best practices and escalation management.
We’ll appreciate your experience delivering against SLA, OLA, and KPI targets.
You’ll have strong people management skills, including personal development, career guidance, and conflict resolution.
We’ll look to you for coaching and mentoring team members to help them improve and thrive.
You’ll know your way around Service Management ticketing systems and how to use them effectively.
We’ll value your experience with reporting tools to keep performance visible and actionable.
You’ll have at least 3 years in a Service Desk or Operations centre role, giving you the confidence to lead in a fast-paced environment.
We’ll expect you to understand Service Management processes and lead on managing incidents, problems, and changes.
You’ll have GCSE-level Maths and English as a foundation.
We’ll appreciate any Service Management or Service Desk qualifications you hold—they’ll help you hit the ground running.What’s 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 1000’s 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 schemeIn 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. We’re 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.
We’re responsible and go further for our people, clients, communities and the planet
We’re open and seek new and better ways of exceeding expectations
We’re together and as one team; the whole is greater than the sum of the parts
We’re ambitious and embrace opportunity, to lead essential infrastructure services for lifeWhether you’re a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development.
It’s 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
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Looking for your next career move? Join a top company hiring Performance Manager job near me in St Ives! This is your chance to work on exciting projects, grow professionally, and enjoy a rewarding career with competitive pay and excellent benefits. Whether you're an experienced professional or looking to take the next step, this role offers the perfect opportunity to enhance your skills and make an impact. Don’t miss out—apply today via Vita CV and take your career to the next level!
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