Back Office Service Performance Manager

Reed; City Of London; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading transport management firm in the City of London seeks a Service Manager to oversee IT Systems related to fare collection. The ideal candidate will ensure supplier compliance, manage incidents, and lead a team dedicated to enhancing revenue collection. Strong interpersonal skills and experience in public transport are preferred. A position that promises to foster career growth in a dynamic work environment.

Qualifications

• Experience leading teams in a technology environment.
• Proven relationship-building skills with stakeholders.
• Ability to communicate complex functional issues clearly.

Responsibilities

• Ensure key suppliers meet obligations for IT systems.
• Assist with compliance and manage continuous improvements.
• Manage incidents, problems, and changes effectively.
• Coordinate with management to align activities with client needs.
• Develop and coach team members in their roles.

Skills

Foundation knowledge of the ITIL V4 framework

Working knowledge of MS Azure

Interpersonal skills

Leadership abilities

Knowledge of process design methodologies

Understanding of public transport industry

Tools

Windows Server

Redhat Linux

Job description

Back Office Service Performance Manager - IT Systems

We are seeking a Service Manager to lead the management of IT Systems associated with fare collection at our Transport client. This role involves working closely with a major client supplier to ensure the effective operation of systems processing Payment Card transactions, journey processing, and revenue collection. The successful candidate will play a crucial role within a team dedicated to managing the entire revenue collection system, aiming to maximise the client's revenue and minimise risks. Ideally you will have public transport experience

Required Skills & Qualifications:

• Foundation knowledge of the ITIL V4 framework.
• Overview knowledge of Enterprise IT Systems and architecture.
• Strong practical overview working knowledge of technology and systems such as MS Azure, Windows Server, Redhat Linux (deep-dive technical knowledge not required).
• Excellent negotiation and interpersonal skills.
• Ability to lead and motivate a team to deliver high-quality business improvements.
• Proven ability to build relationships with key stakeholders and communicate complex functional issues clearly.
• Knowledge of process design methodologies (desirable).
• Understanding of the public transport industry (desirable).

Day-to-day of the role:

• Ensure daily that a key supplier is meeting their obligations to deliver mission-critical IT systems.
• Assist with contractual compliance and manage continuous service improvements.
• Feed into periodic compliance activities and produce periodic reports.
• Manage incidents, problems, and changes effectively.
• Work alongside key internal and external programme teams to govern overall improvements and ensure service transitions occur seamlessly.
• Collaborate with senior management and other stakeholders to align the team’s activities with client strategic needs.
• Develop, coach, and mentor staff and managers, ensuring they are equipped to conduct their activities.

To apply for the Front Office Service Performance Manager position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.