Service Performance Manager

TN United Kingdom; London; Hybrid; GBP 50,000 - 80,000; Full time

Job summary

Join an innovative organization as a Service Performance Manager, where you will play a crucial role in managing and enhancing technology service operations. This position offers a unique opportunity to work within a dynamic team focused on delivering high-quality services that are vital for the smooth operation of public transport. You will be responsible for integrating new services, managing supplier relationships, and driving continuous improvements. With a commitment to diversity and equal opportunity, this role promises a rewarding career path in a supportive environment that values collaboration and innovation.

Benefits

Final Salary Pension Scheme

Free Travel on TfL Network

75% Discount on National Rail Season Ticket

30 Days Annual Leave

Private Healthcare (Optional)

Cycle-to-Work Scheme

Retail, Health, Leisure, and Travel Discounts

Discounted Eurostar Travel

Qualifications

• Extensive experience in technology and IT services within complex environments.
• Proven success in continual process improvement.

Responsibilities

• Manage service performance and ensure compliance with TfL standards.
• Build and maintain relationships with key stakeholders.

Skills

Supplier Management

Budget Management

Analytical Skills

Leadership Skills

Interpersonal Skills

Process Re-engineering

Education

ITIL V4 Service Management Certification

Tools

Microsoft Office

ITSM Tools

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 highly visible and crucial for the safe and efficient operation of London Transport Services. Our success depends on building meaningful, 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 integration 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 adherence to TfL standards and policies throughout the service lifecycle.

Reporting to a Senior Service Performance Manager, the successful candidate will bring a positive, proactive attitude, 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, collaborating with a multidisciplinary team.
2. Align with major projects to ensure appropriate support models and governance.
3. Manage service performance within their portfolio, including suppliers and internal teams, to meet service level targets and ensure compliance with TfL standards and policies throughout the service lifecycle.
4. Analyze reports and data (demand, capacity, license management, asset lifecycle) to ensure adherence to SLAs and OLAs.
5. Assess risks, develop mitigation strategies, and pursue continuous service improvements.
6. Build and maintain relationships with key stakeholders to understand changing priorities and mitigate threats, ensuring deadlines are met.
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 live environments and minimize customer disruption, including audits.
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 for complex, multi-site operations
• Enterprise Resource Planning and Asset Management systems
• Cloud service models: SaaS, PaaS, IaaS
• Financial processes (CAPEX, OPEX, project approval)
• Commercial management best practices for supply chain effectiveness
• Service Management and ITSM tools and processes
• Understanding of TfL's business needs (beneficial)
• Knowledge of applications in public transportation (beneficial)

Skills:

• Proven supplier management capabilities
• Ability to coordinate between suppliers, internal teams, and customers to deliver quality technology services in complex environments
• Budget management and forecasting skills
• Influence at senior leadership levels
• Analytical skills for interpreting complex data to inform business decisions
• Leadership and motivation skills
• Excellent interpersonal and organizational skills
• Proficiency with Microsoft Office and ITSM tools
• Process re-engineering skills (beneficial)

Experience:

• Extensive experience in technology and IT services within complex environments
• Experience negotiating and managing large-scale service contracts with Tier 1 suppliers
• Strong relationship and account management skills
• Proven success in continual process improvement
• Broad knowledge of Technology and Data Services

Equality and Diversity

We are committed to diversity and equal opportunity. We do not discriminate based on race, religion, ethnicity, gender, sexual orientation, age, or disability. We will anonymize personal information during the recruitment process to promote inclusivity.

Application Process

Please submit your CV and a two-page cover letter (preferably in Word format), ensuring they reflect the skills, knowledge, and experience outlined above. Shortlisting will be based on pre-screening questions, CV, and cover letter.

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

Benefits

We offer excellent benefits, 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 (optional)
• Cycle-to-work scheme
• Retail, health, leisure, and travel discounts
• Discounted Eurostar travel