Service Performance and Resilience Manager

Appello UK

Service Performance & Resilience Manager ensuring performance and resilience in critical IT services for a careline service. Collaborating across teams to embed best practices for customer-facing solutions.

Posted 5/6/2026full-timeNew Milton • 🇬🇧 United KingdomMid-LevelSenior💰 £50,000 - £60,000 per yearWebsite

Tech Stack

Tools & technologies

AWSAzureGrafanaITSMJavaScriptLinuxNode.jsPython

About the role

Key responsibilities & impact

Keep customer‑facing services fast, resilient, and always observable.
Define and embed best practice across performance, resilience, and observability.
Ensure monitoring, alerting, and performance considerations are built into services from day one.
Lead capacity and resilience management aligned to ITIL.
Drive better reliability, faster issue detection, and improved customer experience.
Oversee capacity and performance management across business‑critical services and platforms.
Ensure resilience and availability are designed in—not bolted on.
Support service continuity and recovery planning.

Requirements

What you’ll need

Strong experience managing capacity and performance in IT service environments
Hands‑on experience with AWS and Azure capacity management
Solid understanding of IT service management frameworks (ITIL v3/v4 experience essential)
Experience defining monitoring and observability strategies and best practice
Exposure to monitoring tools such as Zabbix, Grafana, Kibana, or OpenSearch
Experience working with Windows and Linux server environments
Working knowledge of scripting languages (e.g. Python, PowerShell, Node.js)
Ability to integrate data using webhooks, APIs, and messaging interfaces
Strong analytical, problem‑solving, and data interpretation skills
Proven experience working with and influencing cross‑functional technical teams
Excellent communication and stakeholder management skills
Relevant ITIL certification

Benefits

Comp & perks

175 hours holidays pa plus bank holidays
Private Medical Insurance- Individual Cover
We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
24/7 employee assistance programme with an easily accessible app!
Family and friends’ discounts on our services & products
Pension Scheme, up to 4% Company matched
Free on-site parking

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

capacity managementperformance managementmonitoring strategiesobservability strategiesscripting languagesAWSAzureWindows serverLinux serverdata integration

Soft Skills

analytical skillsproblem-solving skillsdata interpretation skillscommunication skillsstakeholder managementinfluencing skills

Certifications

ITIL certification