Service Desk Performance Manager

Job Description: Role Title: Service Desk Performance Manager

BU/Segment: Utilities

Location: Manchester, United Kingdom

Employment Type: Permanent

Contact Centre Operating Hours: 8am\-8pm 7/365 days per year. Shiftwork applies.

Summary of the role:

• The Service Desk Performance Manager is responsible for leading Team Managers and Analysts across SMETS and Switching services within the service desk, ensuring optimal performance.


• Reporting to the Service Centre Manager, this role will drive metrics\-led performance improvements to support our client and the industry in which they operate.


• Through close collaboration with the Customer, Change and Continuous Improvement Manager, you will integrate feedback and change initiatives into performance strategies. Partnering with the Service Desk Development Manager will ensure that our colleagues optimise their development through our digital learning platforms and SMART Academy. Using insight in action will ensure that we continually innovate, progress and align with L\&D and compliance requirements.


• This role is critical to delivering an efficient, effective and reliable service, ensuring that we remain a trusted partner and point of reference for our smart meter and switching operations, upholding our client’s standards for service excellence and adherence to all SLAs.


• The role will also require pulling data from client dashboards and systems and providing accurate reporting on performance and other key metrics.

• Overseeing Team Managers for SMETS and Switching operations, managing workloads, coaching and performance reviews to achieve SLAs, incident triage, query resolution and data accuracy.


• Monitoring key performance indicators (KPIs) using dashboards for tracking and reporting.


• Implementing performance improvement strategies and plans to address gaps.


• Leading root cause analysis for underperformance, collaborating with the client organisation and on cross\-team initiatives to enhance service desk efficiency and reduce reliance on manual interventions.


• Ensuring team adherence to operational standards, SEC and REC compliance, and cyber security protocols, whilst fostering a high\-performance culture focused on customer outcomes.


• Providing strategic insights to leadership on performance trends, resource needs and opportunities for smart meter operations.


• Collaborating with peers to ensure strong Customer Effort Scores (CES) and attending monthly desk\-to\-desk service calls in collaboration with the client organisation.

• Qualification in Management Operations or a related discipline; advanced certifications (e.g., ITIL, PMP) are preferred.


• 7\+ years in performance management or operations leadership, preferably in service desk or energy service desks, with experience in smart metering and/or switching processes.


• A track record of managing distributed teams in high\-volume environments, delivering measurable improvements in Customer Satisfaction.

• Strong self\-awareness, excellent leadership and motivational skills, with expertise in performance analytics and CRM tools (e.g., ServiceNow, Remedy) and coaching methodologies.


• In\-depth understanding of smart meter technologies and switching protocols, with a focus on regulatory compliance.


• Data\-driven decision\-making coupled with resilience in managing fast\-paced, metrics\-led operations.


• Collaborative, with strong interpersonal and stakeholder management skills.


• A one\-team\-oriented approach, excelling in forging collaborative environments to support our client’s goals.

• A market competitive package and a rewarding pension.


• EXL provides everyday financial well\-being solutions, such as cash back cards, in which you can earn cashback while enjoying discounts, promotions, and offers from top retailers. We also offer a Cycle Scheme where you can save money on bikes and cycling accessories.


• At EXL , we are committed to providing our employees with the tools and resources they need to succeed and excel in their careers. We offer a wide range of professional and personal development opportunities. We also support a range of learning initiatives that allow our employees to build on their existing skills and knowledge. From online courses to seminars and workshops, our employees have the opportunity to enhance their skills and stay up to date with the latest trends and technologies.


• As an Equal Opportunity Employer, EXL is committed to diversity. Our company does not discriminate based on race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, age, or disability status.


• EXL employees are eligible to purchase stock as part of our Employee Stock Purchase Plan (ESPP).

To be considered for this role, you must already be eligible to work in the United Kingdom.

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