Accepting applications until: 

31 July 2026

Job Description

Your Role: Service Performance Manager

This role is responsible for governing, understanding and improving the operational performance of Global’s Digital Out of Home estate. Sitting within Technology’s Outdoor Digital Service Management team, but working across the wider business, you will provide clear visibility of how our screens, platforms, and partners are performing, and where this impacts commercial outcomes.

You will use data, insight, and structured oversight to highlight risks, identify opportunities and ensure performance issues are visible, acted upon and driving required improvements.

As a Service Performance Manager at Global, you will:

• Performance Insight, Improvement & Visibility (40%): Establish a clear, trusted view of estate performance across uptime, faults, and campaign delivery. Use centralised monitoring platforms and data sources to identify trends, risks, and areas of underperformance to support and drive Continuous Service Improvement initiatives. Present insight in a way that drives understanding and action across both technical and commercial teams.

• Service Governance & Oversight (30%): Provide structured oversight of performance within internal teams and external partners. Drive visibility, accountability, and coordinated improvement activity where service levels, operational standards, or commercial outcomes are not being achieved. Support the ongoing development and standardisation of service performance frameworks, KPIs, SLAs, operational thresholds and service health metrics across the estate.

• Commercial Performance Support (20%): Work with stakeholders across Technology and Commercial teams to highlight where service performance impacts revenue, brand, campaign delivery, or asset utilisation. Provide data-led insight to support improved outcomes and reduce revenue leakage.

• Monitoring & Analytics Development (10%): Support the evolution of Global’s monitoring, analytics and operational insight capabilities. Contribute to platform requirements, automation opportunities, and emerging AI-driven analysis to improve how service performance is measured, predicted, understood and acted upon.

What Success Looks Like

In your first few months, you’ll have:

• Established clear and consistent reporting on estate performance.

• Identified key drivers of underperformance and ensured visibility at the right level.

• Improved visibility of operational performance and estate health across stakeholders.

• Highlighted areas where service performance impacts revenue or delivery.

• Built strong relationships across Technology and Commercial teams

• Built strong relationships with partner organisations responsible for maintenance and monitoring of our estate.

• Contributed to improvements in monitoring and performance insight capabilities with the team developing our monitoring environment.

What You’ll Need

• Analytical thinking: Comfortable working with data to identify trends, risks, and opportunities

• Technical understanding: Familiarity with large-scale distributed digital infrastructure environments, including connectivity, monitoring, maintenance operations, digital signage and service support models. You will be operating in a technical domain, so familiarity with industry naming conventions and concepts is important

• Commercial awareness: Understanding of how performance impacts delivery, revenue, and client outcomes – the bigger picture

• Influence & communication: Ability to clearly articulate issues and confidently drive action, improvements and alignment without direct line authority

• Proactive approach: Self-starting, curious, and motivated to improve how performance is understood and acted upon

• Attention to detail: High level of accuracy in ensuring reporting, analysis, and communications are polished and on-brand

• Data analysis capability: Able to produce meaningful insight using established analytical techniques and translate findings into clear, actionable narratives

• Digital fluency: Comfortable using modern digital tools, including AI-enabled platforms, to enhance analysis, reporting, and productivity

• Delivery awareness: Experience operating in or alongside project and service delivery environments with multiple concurrent priorities

What You’ll Love About This Role

• Think Big: Help shape how performance is measured across a complex, nationwide digital estate. Your insight will influence how technology, commercial, project and transformation teams build, observe, deploy and deliver our products, used by millions. 

• Own It: Take responsibility for creating clarity from data and making performance visible to stakeholders.

• Keep it Simple: Turn complex technical information into straightforward, meaningful insight that can be consumed across the Outdoor business to understand how the estates are performing.

• Better Together: Partner with Engineering, Product, Data, Digital, Outdoor Technology, Commercial and our partners to deliver a coherent, scalable platform that the whole organisation benefits from.