Service Performance Manager & PowerBI Specialist

Description This; Swindon; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A leading IT service provider is seeking a motivated Service Performance Manager to enhance service quality and support performance improvements within their technology delivery office. This role involves analyzing performance metrics, creating detailed reports, and managing operational processes to minimize disruptions and ensure satisfaction. With a focus on hybrid working, candidates will primarily be based in either Swindon or London, offering flexibility and a collaborative environment.

Benefits

Hybrid working model

Access to home working

Collaboration across UK offices

Qualifications

• Experience in IT service management and performance analysis.
• Familiarity with PowerBI and ServiceNow tools.
• Strong analytical skills to identify trends and metrics.

Responsibilities

• Analyze performance metrics to improve IT service quality.
• Create detailed reports on service performance metrics.
• Oversee operational processes related to IT services.

Skills

Performance analysis

Report creation

ServiceNow

PowerBI

Attention to detail

Job description

Overview

We have an exciting opportunity for a motivated and passionate Service Performance Manager helping to support the oversight and performance improvements of IT services to ensure they meet business needs and quality standards within our Data & Functions Technology Delivery Chief Information Office (CIO) portfolios inside the Chief Operations Office (COO). This role sits within the IT Service Management & Application Support team, who have oversight of the IT run services for a broad range of business areas including Fraud, Risk, HR, Marketing, Finance, Treasury and Data & Analytics.

This diverse role requires an inquisitive candidate dedicated to analysing performance metrics, creating reports, identifying trends and protecting enterprise class IT services for our internal and external customers. The role underpins the broader Service Management function, enabling insights to support strong relationships between IT and the business, overseeing operational processes and driving both value and business satisfaction.

Key Responsibilities

Key responsibilities revolve around the PowerBI and ServiceNow toolsets, the custodianship of service performance metrics, through the creation and ownership of detailed reports, supporting the oversight of the IT run framework (including incident, problem, change and knowledge management), closely monitoring service performance metrics and driving continuous improvement to minimise disruption of IT change and improve overall service quality.

A keen eye for detail and the ability to spot trends with the curiosity to understand what’s driving them, is crucial for this role.

This role is within a fast-paced, high-impact team where your insights will directly influence service stability, customer satisfaction, and business value. You’ll be part of a team that’s central to protecting and enhancing IT services for both internal and external customers.

Duration

This is a 12 month secondment opportunity.

Working Conditions

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.

For this job you'll spend at least two days per week, or if part time you'll spend 40% of your working time, based at either our Swindon or London office. Whilst these locations are where we are primarily looking to fill the role, if you’re an internal applicant based in a different location we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role. You can also find out more about our approach to hybrid working here.

Inclusion & Recruitment

Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.

If you’re a colleague on long term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.