Performance and Improvements Manager

Telent Technology Services Ltd; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

Telent Technology Services Ltd in London is seeking a Performance and Improvements Manager to lead operational excellence across the Fire Solutions Division, driving continuous improvement and challenging underperformance.

You will use data, dashboards, and strong leadership to deliver measurable efficiencies, improved quality, compliance, and customer satisfaction while embedding accountability and best practices across teams.

Qualifications

• Experience in operational performance and continuous improvement.
• Proven success in improving performance through structured programmes.
• Ability to manage underperformance and implement recovery plans.
• Strong analytical interpretation of performance data.

Responsibilities

• Lead the operational performance and continuous improvement strategy.
• Monitor KPIs, identify trends, risks, opportunities.
• Develop and implement targeted improvement plans for underperforming teams, contracts, or service areas.
• Drive accountability through robust performance management and evidence-based decision-making.
• Lead operational reviews, audits, and root cause investigations to identify and resolve recurring issues.
• Deliver continuous improvement initiatives that enhance efficiency, quality, compliance, customer experience, and financial performance.
• Develop performance dashboards and reporting for senior leadership.
• Support the implementation of new systems, processes, and operational best practices.
• Facilitate workshops and improvement projects using recognised continuous improvement methodologies.
• Build strong relationships with operational teams and senior stakeholders to influence positive change.
• Ensure lessons learned and best practice are shared across the organisation.

Skills

Analytical skills

Leadership

Communication

Project management

Coaching

Influencing

Job description

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.

Performance and Improvements Manager - 3-4 Days a week in our Canning Town Office - E16 4TL

We are looking for an ambitious and driven Performance and Improvements Manager to lead the delivery of operational excellence across the business by driving performance, embedding continuous improvement, and challenging underperformance within our Fire Solutions Division.

Thi role is responsible for monitoring operational performance, identifying opportunities for improvement, and working collaboratively with managers to deliver sustainable change.

You will use data, insight, and effective leadership to improve productivity, quality, compliance, customer satisfaction, and overall operational effectiveness.

You will champion a culture of accountability, innovation, and continuous improvement, ensuring teams consistently deliver against key performance indicators and organisational objectives.

What you’ll do:

• Lead the organisation’s operational performance and continuous improvement strategy within our Fire Services area of the business.
• Monitor, analyse, and report on key performance indicators (KPIs), identifying trends, risks, and opportunities.
• Work alongside operational managers to develop and implement targeted improvement plans for underperforming teams, contracts, or service areas.
• Drive a culture of accountability through robust performance management and evidence-based decision-making.
• Lead operational reviews, audits, and root cause investigations to identify and resolve recurring issues.
• Deliver continuous improvement initiatives that enhance efficiency, quality, compliance, customer experience, and financial performance.
• Develop performance dashboards and reporting to provide meaningful insights for senior leadership.
• Support the implementation of new systems, processes, and operational best practices.
• Facilitate workshops and improvement projects using recognised continuous improvement methodologies.
• Build strong relationships with operational teams and senior stakeholders to influence positive change and encourage collaboration.
• Ensure lessons learned and best practice are shared across the organisation.

Who you are:

The successful candidate will have significant experience in operational performance, continuous improvement, or operational management within a services or solutions environment. You will have proven and demonstrable success in improving operational performance through structured improvement programmes. Be able to manage any poor performance and implement successful recovery plans.

Key Requirements:

• Improve organisational performance against agreed KPIs.
• Successfully support operational managers to recover underperforming teams and contracts
• Deliver measurable efficiencies and cost savings through continuous improvement initiatives.
• Improve compliance, quality, and customer satisfaction across operational services.
• Embed a culture where performance is actively monitored, challenged, and continuously improved.
• Strong analytical skills with the ability to interpret complex performance data.
• Excellent leadership, coaching, and influencing skills.
• Ability to challenge constructively while building positive working relationships.
• Excellent communication and presentation skills.
• Strong organisational and project management abilities.
• We may require some flexibility to work some night shifts on occasion.

What we offer:

At Telent, we’re committed to creating an inclusive culture where everyone feels valued, supported, and able to thrive. We welcome applicants from all backgrounds and encourage diverse perspectives across our teams.

The additional benefits with this role:

• 34 days holiday, including public holidays, plus the option to buy or sell days annually OR 26 days holiday, plus public holidays, and the option to buy or sell days annually
• Car Allowance
• Company pension scheme
• A range of family friendly policies
• Occupational health support and wellbeing Portal
• Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme.

We are guided by our values and behaviours:

• Be Inclusive
• Take Responsibility
• Collaborate
• Be Customer-focussed

Join us and help deliver critical infrastructure projects that make a real difference.

It’s an exceptional time to be a part of M Group.

#TelentTS IND1