5 of 5 Contract Performance Metrics Jobs in Gloucestershire

team to deliver effective customer support. Oversee daily operations, manage high-priority incidents, and ensure timely resolution of requests. Develop and monitor service desk KPIs and SLAs; provide regular performance reports. Maintain and refine service desk processes and documentation. Collaborate with other ICT teams, project managers, and suppliers to ensure successful service transition. Manage feedback, analyse root causes of … incident management and escalation procedures. Proactively resolve system problems; investigate patterns and trends to prevent recurrence. Manage service catalogues and ensure all supported services are documented and current. Monitor performance metrics and recommend improvements to enhance service efficiency. Conduct capacity planning, forecasting, and system performance analysis. Provide coaching, performance feedback, and on-the-job training to … multi-channel environment. Knowledge of IFS Assyst (ITSM) - desirable In-depth understanding of ITIL processes and service desk software/tools. Ability to lead teams, manage resources, and drive performance improvements. Excellent interpersonal, problem-solving, and communication skills. Capable of working under broad direction and taking full ownership of objectives. Demonstrates ethical thinking, innovation, and customer-focus. Experience working More ❯

managing day-to-day operations, ensuring service excellence, and fostering a high-performing team culture. Key Responsibilities Lead and manage the ICT Service Desk team, providing guidance, coaching, and performance management. Oversee the handling of incidents and service requests, ensuring timely resolution and customer satisfaction. Monitor and report on service desk performance metrics, including SLAs and KPIs. … Develop and maintain service desk processes and documentation to ensure consistency and compliance. Drive service improvement initiatives based on performance data and user feedback. Collaborate with technical teams and stakeholders to resolve complex issues and support service transitions. Manage the out-of-hours support rota and ensure appropriate coverage for critical incidents. Essential Skills & Experience Demonstrable experience managing an More ❯

managing day-to-day operations, ensuring service excellence, and fostering a high-performing team culture. Key Responsibilities Lead and manage the ICT Service Desk team, providing guidance, coaching, and performance management. Oversee the handling of incidents and service requests, ensuring timely resolution and customer satisfaction. Monitor and report on service desk performance metrics, including SLAs and KPIs. … Develop and maintain service desk processes and documentation to ensure consistency and compliance. Drive service improvement initiatives based on performance data and user feedback. Collaborate with technical teams and stakeholders to resolve complex issues and support service transitions. Manage the out-of-hours support rota and ensure appropriate coverage for critical incidents. Essential Skills & Experience Demonstrable experience managing an More ❯

and communicate findings and recommendations. Define, document, and manage business requirements, ensuring traceability throughout the project lifecycle. Develop and articulate methodologies and approaches clearly and concisely. Establish baseline business performance metrics and track benefits realisation. Prepare high-quality project summary reports and presentations for client stakeholders. Collaborate with senior stakeholders across technology-led transformation programmes - supporting strategy, business More ❯

internal and external stakeholders across technical, commercial, and operational domains, and requires strong leadership in planning, governance, and project controls to manage dependencies, mitigate risks, and drive overall programme performance throughout the delivery lifecycle. Key Responsibilities Lead a multi-disciplinary team to deliver a complex system upgrade through the customisation and configuration of COTS products, applying structured programme management … and Agile leadership. Develop and maintain integrated project plans, applying robust controls to ensure delivery against agreed milestones, budgets, and performance metrics. Engage and manage senior stakeholders across the business and commercial partners to ensure effective collaboration and delivery assurance. Oversee resource planning and management to meet customer requirements, delivery schedules, and commercial targets. Identify and manage risks, issues … resolution and adherence to governance and change control processes. Take commercial ownership within a complex delivery environment, including budget forecasting, financial management, and contract oversight. Support vendor engagement and performance management, including the development and transition to fixed-cost contracts and Statements of Work. Facilitate Agile ceremonies and ensure adherence to Agile principles, using tools such as Azure DevOps More ❯