Keep customer‑facing services fast, resilient, and always observable
Own performance, capacity, and resilience across critical IT services
Define and embed best practice across performance, resilience, and observability
Ensure monitoring, alerting, and performance considerations are built into services from day one
Lead capacity and resilience management aligned to ITIL
Oversee capacity and performance management across business‑critical services and platforms
Ensure resilience and availability by defining requirements and monitoring key indicators
Support service continuity and recovery planning

Strong experience managing capacity and performance in IT service environments
Hands‑on experience with AWS and Azure capacity management
Solid understanding of IT service management frameworks (ITIL v3/v4 experience essential)
Experience defining monitoring and observability strategies and best practice
Exposure to monitoring tools such as Zabbix, Grafana, Kibana, or OpenSearch
Experience working with Windows and Linux server environments
Working knowledge of scripting languages (e.g. Python, PowerShell, Node.js)
Ability to integrate data using webhooks, APIs, and messaging interfaces
Strong analytical, problem‑solving, and data interpretation skills
Proven experience working with and influencing cross‑functional technical teams
Excellent communication and stakeholder management skills
Relevant ITIL certification

175 hours holidays pa plus bank holidays
Private Medical Insurance
Individual Cover
Discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
24/7 employee assistance programme with an easily accessible app!
Family and friends’ discounts on our services & products
Pension Scheme, up to 4% Company matched
Free on-site parking

Service Performance and Resilience Manager

Key skills