Service Performance Manager

Reed; City Of London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading transport services provider in the UK is seeking a Front Office Service Performance Manager to oversee supplier relationships and performance of revenue collection systems. The role involves ensuring compliance, producing reports, and collaborating with management to align with strategic goals. Ideal candidates possess experience in service management, strong communication skills, and ITIL certification.

Qualifications

• Proven experience in service and contract management with third‑party suppliers.
• Strong ability to manage supplier relationships and ensure compliance.
• Excellent communication and influencing skills.
• Experience in a similar role within a large organisation is desirable.
• ITIL V3 / 4 Service Management certification.

Responsibilities

• Oversee the performance of key client‑supplier relationships.
• Ensure contractual compliance in terms of Service and Asset Management.
• Participate in compliance activities and service improvements.
• Produce reports and manage incidents, problems, and changes.

Skills

Service and contract management

Supplier relationship management

Excellent communication

Team collaboration

Strategic thinking

ITIL V3 / 4 certification

Software development knowledge

Project Management methodologies

Technical support services knowledge

Knowledge of ERP and Asset Management systems

Cloud computing models knowledge

Financial processes understanding

Commercial management best practices

Job description

Front Office Service Performance Manager

We are seeking a Front Office Service Performance Manager to join our team. This pivotal role involves managing major supplier relationships and overseeing the performance of systems and devices used for revenue collection across various Transport Modes. This includes ticket and card vending machines, passenger gates, and other related devices across multiple transport lines. Ideally you will have Public Transport experience.

Requirements & Qualifications

• Proven experience in service and contract management with third‑party suppliers.
• Strong ability to manage supplier relationships and ensure compliance with contractual obligations.
• Excellent communication and influencing skills.
• Ability to work effectively within a team and manage multiple stakeholders.
• Strategic thinker with a focus on continuous improvement.
• Experience in a similar role within a large, complex organisation is highly desirable.
• ITIL V3 / 4 Service Management certification.
• Broad knowledge of software development, DevOps & Project Management methodologies (including Prince2, PMM, PMI).
• Knowledge of the provision of effective technical support services to a complex, multi‑site operation.
• Knowledge of Enterprise Resource Planning and Asset Management systems.
• Knowledge of cloud computing service models, such as SaaS, PaaS, IaaS.
• Knowledge of IT applications in public transportation and its business environment & Knowledge of ITSM Tools.
• Financial processes (including project authorisation).
• Commercial management best practice to ensure effective supply chain arrangements to deliver value, quality and reliability.

Day‑to‑Day of the Role

• Oversee the performance of a key client‑supplier to ensure they meet their obligations in delivering mission‑critical revenue collection systems.
• Ensure contractual compliance in terms of Service and Asset Management.
• Participate in periodic compliance activities and continuous service improvements.
• Produce periodic reports and manage incidents, problems, and changes as they arise.
• Collaborate with senior management and other stakeholders to align the team’s activities with the client’s strategic needs.
• Maintain effective communication and influence across all levels of the organisation to ensure the best outcomes for the client’s revenue systems.

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.