Description
The Technology Performance Manager operates the DPTF performance framework, defining and maintaining the delivery, service and technology metrics through which the function measures how well it runs.
The role measures delivery against commitments, tracks service performance, availability and SLA attainment, and produces the executive performance reporting on which leadership relies.
Responsibilities:
- Define and maintain the delivery, service and technology metric set for DPTF within the performance framework
- Measure delivery performance against committed scope, dates and OKRs
- Track service reliability, availability and experience using SLOs, error budgets and flow metrics
- Produce the executive performance reporting pack for DPTF leadership
- Identify performance trends, emerging risks and improvement opportunities
- Coach and challenge platform and domain leadership on performance
- Work with the Strategic Supplier Manager to assess end-to-end performance
- Ensure performance data is complete, accurate and comparable across domains
- Build and maintain performance dashboards
- Partner with the Portfolio Value Realisation Manager to read delivery and service performance alongside benefit realisation
- Use AI and analytics to automate performance data collection, trend detection and reporting
Experience Required:
- 15+ years of experience, typically 6-8 years in technology performance management, service management, delivery assurance, or technology reporting and analytics roles
- Experience defining metric sets and KPIs for a large technology function
- Experience tracking SLA attainment and service performance across internally and externally delivered services
- Proven ability to produce executive-level performance reporting
- Experience identifying performance trends and risks from data
- Experience working across a federated organisation to achieve consistent and comparable performance data
- Hands-on experience building and maintaining dashboards and reporting on enterprise reporting and analytics platforms
Skills/Background:
- Strong analytical and data skills
- Excellent communication skills
- Discipline in data quality and attention to detail
- Ability to influence and challenge senior stakeholders without direct authority
- Well organised, able to run recurring reporting cycles reliably to deadline
Skills: Agile Methodology, Analytics, Cross-Functional Teamwork, Data Analysis, Delivery Assurance, Design Thinking, DevOps, IT Performance Management, Prioritization, Product Development Research, Product Roadmapping, Project Management, Return on Investment (ROI), Services Management, Software Development, Strategy Deployment, Technical Reporting, User Experience (UX), User Interface (UI) Design