[Hiring] Service Performance & Governance Manager @Carbon3.ai

Role Description

This is a permanent full-time remote role in the UK, with occasional travel to Era4 data-centre sites.

We are looking for a Service Performance & Governance Manager to own how Era4 measures, reports and governs service performance across our infrastructure and data-centre operations. This is a hands-on role responsible for building a consistent performance framework across IT and OT environments, turning operational data into clear reporting for leadership, customers and service teams. You will develop dashboards, improve data quality and establish the governance needed to support Era4 as we scale.

Responsibilities

• Own Era4’s service performance framework across all sites, including KPIs, SLAs, SLOs, availability, capacity and service health.
• Build clear operational, executive and customer reporting covering IT platforms, data-centre facilities and service performance.
• Develop dashboards and automate reporting using tools such as Grafana, Power BI or Tableau.
• Analyse performance trends, capacity and service risks, providing clear insights and recommendations to leadership.
• Own service performance governance, including weekly and monthly reviews, actions, supplier performance and decision tracking.
• Maintain accurate, consistent service data across ITSM, monitoring and operational systems.
• Work with SRE, NOC, data-centre operations and service delivery teams to improve performance and resolve recurring issues.
• Drive continuous improvement by identifying performance gaps and tracking actions through to measurable outcomes.

Qualifications

• 5+ years’ experience in service performance, service management, reporting or governance within a data-centre, cloud, infrastructure or managed-service environment.
• Strong knowledge of ITIL service management, including SLAs, KPIs, availability, capacity and performance management.
• Experience producing executive and customer-facing reporting, with the ability to turn complex data into clear insights and recommendations.
• Hands-on experience building dashboards and reports using tools such as Grafana, Power BI or Tableau, with SQL or similar data skills.
• Experience with ITSM platforms such as HaloPSA, ServiceNow or Jira Service Management.
• Strong stakeholder management skills, with experience running governance forums and managing supplier performance.

Desirable Skills & Experience

• Knowledge of data-centre operations and OT metrics, including power, cooling, UPS, BMS or DCIM.
• Experience within GPU, HPC or AI infrastructure environments.
• Familiarity with Prometheus/PromQL and Python or other reporting automation tools.
• Experience with customer SLA reporting, service credits and outsourced supplier performance.
• ITIL 4 Foundation or relevant data, BI or data-centre certifications.

Benefits

• You’ll be joining a mission-driven start-up building critical national infrastructure, where operational excellence directly enables growth.
• This role offers high visibility with leadership, real autonomy, and the chance to shape how a next-generation company operates at scale.

Diversity & Inclusion

Era4 is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.