Performance & Service Management Lead

Performance & Service Management Lead

Running technology delivery across portfolios, delivered internally, offshore and via strategic vendors.

A standard performance metrics framework already exists in Jira, with rolled-up reporting in Jira Align comparing internal, offshore and vendor teams like-for-like. What’s missing is the person who runs it: coordinating data quality, onboarding new teams and vendors, extending coverage into budget data and holding vendors to the standard when they push back.

Key Responsibilities

• Coordinate with Heads and vendor account managers to ensure consistent, accurate data capture across all teams
• Onboard new teams and vendors onto the standard metric and SLA set, handling legitimate variants (e.g. a vendor arriving with a different SLA template) and coordinating the resulting Jira and dashboard changes
• Work with the Agile Coach on SLA definitions and Dev team on Jira Align rollups and Power BI dashboards
• Hold vendors to agreed SLAs, including pushing back credibly on claimed exceptions, particularly where the root cause is vendor delivery setup rather than a genuine measurement issue
• Build fast, credible relationships with vendor account managers and senior internal stakeholders, with the standing to say no when required
• Establish a SharePoint site for Performance and Service Management
• Bring budget and finance data into Jira
• Drive this work across multiple contributing teams without close oversight

Experience Required

• Jira and Jira Align, power/super user level
• Experience coordinating performance or service reporting across internal, offshore and vendor delivery teams
• Direct experience holding tier-1 vendors (GSIs) to SLAs, including pushing back on vendor-claimed exceptions
• Comfortable as a coordinator and driver of cross-team work rather than a hands-on builder
• Confident, credible stakeholder management and negotiation at senior level
• Agile at scale (SAFe, PI planning) an advantage

Desirable

• Power BI dashboard familiarity
• Experience integrating financial/budget data into a delivery reporting tool
• Enterprise complex multi-brand technology sector experience

Contract role, outside IR35, initial 3-6 months assignment, remote first, expect 1-2 days week onsite in London.