Service Performance Manager

Transport For London; London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading transportation agency is seeking a Service Performance Manager to oversee the transition and onboarding of new services. The ideal candidate will manage service delivery, ensuring compliance with standards while fostering collaborative relationships within the Networks and Hosting team to enhance service operations.

Benefits

Final salary pension scheme

Free travel on the TfL network

75% discount on National Rail Season Ticket

30 days annual leave plus public holidays

Private healthcare options

Cycle-to-work scheme

Qualifications

• Extensive experience in technology and IT services in complex settings.
• Proven success in relationship and account management.
• Experience negotiating with senior stakeholders.

Responsibilities

• Introduce and deliver new services into operation through collaboration.
• Manage performance of services to meet service level targets.
• Drive continuous improvement initiatives.

Skills

Technical support

Budget management

Analytical skills

Leadership

Interpersonal skills

Education

ITIL V4 Service Management certification

Tools

ITSM tools

Microsoft Office

Job description

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Service Performance Manager046409

Organisation

-Customers, Communication and Technology

Job

-Technology Service Operations
Position Type-Full Time

Service Performance Manager

Band: 3

Type: Permanent

Location: Pier Walk, North Greenwich/Hybrid Working

A great opportunity to join the Networks and Hosting team within Technology Service Operations. Networks and Hosting are responsible for managing and maintaining TfL’s core infrastructure at both virtual and physical layers.

The core server infrastructure hosts many of TfL’s Mission Critical and Business critical services, which are essential for keeping TfL services running smoothly for our customers.

The Team

The team comprises approximately 15 Service Performance Managers and Service Analysts supporting several Mission Critical services, which are high profile and critical for the safe and efficient operation of London Transport Services. Our success depends on building meaningful and trusted relationships with colleagues, customers, and suppliers, and being willing to go the extra mile to deliver impactful outcomes.

Job Purpose:

The Service Performance Manager is responsible for the transition and onboarding of new services into an operational environment, managing BAU service levels and contracts across all suppliers and internal resources within their portfolio. The role ensures compliance with TfL standards and policies throughout the service lifecycle.

Reporting to a Senior Service Performance Manager, the successful candidate will demonstrate a positive attitude by identifying opportunities for excellent service delivery through collaboration, innovation, and constructive challenge when necessary.

Previous experience in service management and/or project management is essential, along with the ability to engage effectively with senior stakeholders.

Key Accountabilities:

1. Successfully introduce and deliver new services into operation via design and transition gates by collaborating with a multidisciplinary team.
2. Align with major projects to establish appropriate support models and governance structures.
3. Manage the performance of services within their portfolio, including suppliers and internal teams, to meet agreed service level targets and ensure compliance with TfL standards throughout the service lifecycle.
4. Analyze relevant reports and data, such as demand, capacity, license management, and asset lifecycle management, to ensure adherence to SLAs and OLAs.
5. Assess risks effectively, develop mitigation strategies, and pursue continuous service improvements.
6. Build and maintain relationships with key stakeholders to understand changing priorities and mitigate threats, working to meet deadlines.
7. Create, review, and maintain support and contractual documentation, including knowledge scripts and technical documentation.
8. Ensure compliance with Change, Release, and Configuration Management processes to protect the live environment and minimize customer disruption.
9. Drive continuous improvement initiatives.

Knowledge:

• ITIL V4 Service Management certification (desirable)
• Broad knowledge of software development, DevOps, and Project Management methodologies
• Effective technical support services for complex, multi-site operations
• Experience with Enterprise Resource Planning and Asset Management systems
• Knowledge of Cloud computing service models (SaaS, PaaS, IaaS)
• Understanding of financial processes (CAPEX, OPEX, project authorization)
• Best practices in commercial management for effective supply chain delivery
• Familiarity with Service Management and ITSM tools and processes
• Knowledge of TfL's business needs and public transportation applications (beneficial)

Skills:

• Proven ability to manage suppliers and internal teams to deliver quality technology services in complex environments
• Budget management and forecasting skills
• Ability to influence senior leaders
• Strong analytical skills for interpreting complex data and influencing business decisions
• Leadership and motivation skills
• Excellent interpersonal and organizational skills
• Proficiency in Microsoft Office and ITSM tools
• Process re-engineering skills (beneficial)

Experience:

• Extensive experience in technology and IT services in complex settings
• Experience negotiating with senior stakeholders and managing large service contracts with Tier 1 suppliers
• Proven success in relationship and account management
• Experience in continual process improvement for technology services
• Broad knowledge of Technology and Data Services

Equality and Diversity

We are committed to equal opportunity and valuing diversity, without discrimination based on race, religion, ethnicity, gender, sexual orientation, age, or disability. As part of our inclusive hiring process, personal identifiable information will be removed from CVs and cover letters.

Application Process

Please submit your CV and a two-page cover letter (preferably in Word). Ensure your application reflects the skills, knowledge, and experience outlined. Shortlisting will be based on responses to pre-screening questions, your CV, and cover letter.

The deadline for applications is 18/08/24 at 23:59.

Benefits

In return, enjoy excellent benefits and opportunities for growth, including:

• Final salary pension scheme
• Free travel on the TfL network
• 75% discount on National Rail Season Ticket and interest-free loan
• 30 days annual leave plus public holidays
• Private healthcare options
• Cycle-to-work scheme
• Retail, health, leisure, and travel discounts
• Discounted Eurostar travel