Service Performance & Continuous Improvement Manager

Role: Service Performance & Continuous Improvement Manager

Location: Glasgow

Job Type: Permanent

We are seeking a Service Performance & Continuous Improvement Manager with 4–6 years' experience leading service optimisation, operational performance improvement, and delivery initiatives in complex digital environments. The role provides strategic leadership across service performance, drives continuous improvement activities, and ensures services operate efficiently, securely, and in line with organisational objectives. Operating with significant autonomy, you will influence service strategy, manage key performance outcomes, and work closely with senior stakeholders to enhance reliability, efficiency, and user experience. You will champion a strong digital mindset, lead major change initiatives, and promote ethical, inclusive, and secure delivery practices.

Key Responsibilities

• Lead strategic improvements that enhance service performance, reliability, and user outcomes.
• Own service quality, performance metrics, and continuous improvement initiatives.
• Influence service strategy, planning, and resource allocation across teams.
• Coordinate complex delivery activities and collaborate across business, operational, and technical areas.
• Use performance insights to drive decision-making and escalate issues with strategic impacts.
• Define service improvement objectives, governance, and roles.
• Build strong relationships with senior stakeholders and drive cross-team alignment.
• Identify performance risks and lead root-cause analysis and resolution.
• Deliver measurable continuous improvement aligned to organisational goals.
• Communicate performance insights clearly to diverse audiences.
• Lead change initiatives that improve service capability and organisational adaptability.
• Champion digital enablement, new technology adoption, and compliance with service standards and legislation.
• Promote ethical, secure, inclusive practices across all service performance activities.