> Markdown version of [/jobs/ext/332085-service-desk-performance-manager](https://www.wearedevelopers.com/jobs/ext/332085-service-desk-performance-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Performance Manager - **Company:** EXL Service - **Location:** Manchester, UK - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Spanning Tree Protocols, Cyber Security, Servicenow - **Published:** June 7, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=2774dcae7466fa60 ## About the Role Do you have experience in ServiceNow?, * Qualification in Management Operations or a related discipline; advanced certifications (e.g., ITIL, PMP) are preferred. * 7+ years in performance management or operations leadership, preferably in service desk or energy service desks, with experience in smart metering and/or switching processes. * A track record of managing distributed teams in high-volume environments, delivering measurable improvements in Customer Satisfaction. Skills and Personal attributes we would like to have: * Strong self-awareness, excellent leadership and motivational skills, with expertise in performance analytics and CRM tools (e.g., ServiceNow, Remedy) and coaching methodologies. * In-depth understanding of smart meter technologies and switching protocols, with a focus on regulatory compliance. * Data-driven decision-making coupled with resilience in managing fast-paced, metrics-led operations. * Collaborative, with strong interpersonal and stakeholder management skills. * A one-team-oriented approach, excelling in forging collaborative environments to support our client's goals. ## Description * The Service Desk Performance Manager is responsible for leading Team Managers and Analysts across SMETS and Switching services within the service desk, ensuring optimal performance. * Reporting to the Service Centre Manager, this role will drive metrics-led performance improvements to support our client and the industry in which they operate. * Through close collaboration with the Customer, Change and Continuous Improvement Manager, you will integrate feedback and change initiatives into performance strategies. Partnering with the Service Desk Development Manager will ensure that our colleagues optimise their development through our digital learning platforms and SMART Academy. Using insight in action will ensure that we continually innovate, progress and align with L&D and compliance requirements. * This role is critical to delivering an efficient, effective and reliable service, ensuring that we remain a trusted partner and point of reference for our smart meter and switching operations, upholding our client's standards for service excellence and adherence to all SLAs. * The role will also require pulling data from client dashboards and systems and providing accurate reporting on performance and other key metrics. Responsibilities: As part of your duties, you will be responsible for: * Overseeing Team Managers for SMETS and Switching operations, managing workloads, coaching and performance reviews to achieve SLAs, incident triage, query resolution and data accuracy. * Monitoring key performance indicators (KPIs) using dashboards for tracking and reporting. * Implementing performance improvement strategies and plans to address gaps. * Leading root cause analysis for underperformance, collaborating with the client organisation and on cross-team initiatives to enhance service desk efficiency and reduce reliance on manual interventions. * Ensuring team adherence to operational standards, SEC and REC compliance, and cyber security protocols, whilst fostering a high-performance culture focused on customer outcomes. * Providing strategic insights to leadership on performance trends, resource needs and opportunities for smart meter operations. * Collaborating with peers to ensure strong Customer Effort Scores (CES) and attending monthly desk-to-desk service calls in collaboration with the client organisation. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Cyber Security: Small, and Large!](https://www.wearedevelopers.com/videos/259-cyber-security-small-and-large) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Best Companies to Work For in The UK: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/186-best-companies-to-work-for-in-the-uk-top-25-companies-in-2023) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager)