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Govern and improve the operational performance of the Digital Out of Home estate by providing visibility into screen and platform performance. Use data-led insights to identify risks, reduce revenue leakage, and drive continuous service improvement across technical and commercial teams.
Requires strong analytical skills and familiarity with large-scale distributed digital infrastructure and monitoring environments. Candidates must be able to translate complex technical data into actionable commercial narratives and influence stakeholders without direct authority.
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.
Making everyone’s day brighter
The UK and Europe’s largest Radio & Outdoor company, Global is home to respected, national market-leading media brands broadcasting across the UK on DAB & FM and around the world on Global Player, including Heart, Capital, LBC, Capital XTRA, Capital Dance, Classic FM, Smooth, Radio X and Gold Radio. Global Player allows listeners to enjoy all of Global’s radio brands, award-winning podcasts, and expertly curated playlists, in one place in app, on web and on smart speakers. Global is also one of the leading Outdoor companies in both the UK & Europe, with over 253,000 sites reaching 95% of the UK population. Global’s extensive and diverse outdoor portfolio encompasses Transport for London’s Underground network, almost all major UK airports including Gatwick, the UK’s largest portfolio of roadside posters and premium digital screens in prime locations, as well as the UK’s largest network of buses including all major cities. On-air, on Global Player and with our outdoor platforms combined, Global reaches 51 million individuals across the UK every week, including 29 million on the radio alone.
Offices: 30 Leicester Square, London, WC2H 7LA, GB · 11 Brindley Place, Birmingham, England B1 2LG, GB · Temple Quay, One The Square, Bristol, England BS1 6DG, GB · Hemingway Rd, The Red Dragon Centre, Cardiff , CF10 4JY, GB · 1 West Regent Street, 8th Floor, Glasgow, Scotland G2 1RW, GB
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