Stable. Secure. Essential.
Join the Tech Partner Behind Regulator-Mandated Financial Systems Worldwide.

At Etrading Software, you’ll be part of the team that designs and builds high-performance, low-latency systems used by global financial institutions, including Fortune 500 banks - across Europe, the UK, and beyond.

Role Description

The Service Performance Manager is responsible for the end-to-end monitoring, analysis, and escalation of service performance across ETS Connect UK services. This includes oversight of SLA/KPI performance, incident trends, and Root Cause Analyses (RCAs), ensuring these are accurately reported, rigorously challenged, and translated into clear and actionable improvement.

The role operates within Vendor Management under the ARC Group and supports first-line oversight of outsourced service performance. It acts as a central control point between Managed Service Provider (MSP) delivery teams and governance forums, ensuring that performance issues are not only visible but actively addressed and resolved.

The role is accountable for maintaining effective service performance monitoring as an operational control, providing structured and decision-ready insight to senior stakeholders and governance committees.

Key Responsibilities

SLA/KPI Monitoring & Reporting

• Produce periodic Performance Monitoring Reports (e.g., for governance committees, Board, and regulatory reporting).
• Track and validate SLA and KPI performance, including availability, latency, and uptime.
• Ensure all reported metrics are complete, accurate, and aligned to contractual obligations.
• Highlight breaches, near misses, and emerging performance risks.

Incident, RCA & Trend Analysis

• Consolidate incident data across severity levels (P1–P4).
• Review and challenge RCAs to ensure:
  • root cause is accurately identified and distinguishes underlying causes from symptoms
  • corrective actions are meaningful and complete
• Identify recurring issues and systemic weaknesses.
• Track closure of RCA actions and associated Service Improvement Plans (SIPs).

Performance Governance & Escalation

• Escalate SLA breaches, control gaps, and recurring failures into the appropriate governance committees.
• Ensure clear accountability, ownership, and timelines for remediation.
• Support governance reporting with structured, decision‑ready insight.

Stakeholder Reporting

• Prepare concise, regulator‑appropriate Performance Monitoring Reports.
• Translate technical metrics into clear business impact.

MSP Performance Oversight

• Act as the primary coordination point for MSP performance reporting.
• Challenge delivery teams on:
  • missed SLAs
  • weak RCA outputs
  • delayed remediation
• Drive continuous improvement expectations with MSP and internal stakeholders.

Data & Analysis

• Perform trend analysis, variance analysis, and performance benchmarking.
• Ensure traceability of reported figures to source systems.
• Continuously improve reporting structure, clarity, and usefulness.

Experience & Qualifications

Required

• Minimum 5 years relevant experience in:
  • IT service management, service perfrmance monitoring, or operations reporting
  • SLA/KPI mnitoring and incident management environments
• Strong exposure to:
  • MSP r outsourced service environments
  • Incident management and RCA prcesses
• Experience producing structured reporting for senior stakeholders.

Preferred

• Experience in fintech, market data, or regulated service environments.
• Familiarity with ITIL-aligned service management practices.
• Experience with tools such as Jira, SharePoint, AWS, and Zendesk.
• Exposure to governance forums (e.g. service reviews, governance committees).

Core Skills

• Strong analytical and numerical capability.
• High attention to detail and data accuracy.
• Structured, deadline-driven delivery.
• Clear and concise written and spoken communication.
• Ability to interpret and present performance data.

Behavioral Profile (Critical)

• Assertive and confident in challenging stakeholders.
• Comfortable escalating issues to senior leadership.
• Outcome-driven: focuses on resolution, not just reporting.
• Strong ownership mindset and accountability for outcomes.

Key Outputs

• Outsourced Activities Register (OAR) maintenance.
• Performance Monitoring Reports.
• Incident and RCA summaries.
• Trend and risk analysis outputs.
• Inputs into governance committee and Board reporting.

By applying to this job, you are permitting our organization to use your personal data solely for recruitment purposes.

For more information on how we protect your data, please contact our Data Protection Officer at DPOManila@etradingsoftware.com.