Service Performance Manager

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

Job summary

A major transport authority in London is seeking a Service Performance Manager to oversee the transition of new services and manage service performance. The role requires extensive experience in technology services, strong stakeholder engagement skills, and a proactive approach to service improvement. The position offers a hybrid work model along with excellent benefits including free travel on the transport network and a final salary pension scheme.

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 (optional)

Cycle-to-work scheme

Discounted Eurostar travel

Qualifications

• Extensive experience in technology and IT services within complex environments.
• Negotiation and relationship management at senior levels.
• Experience managing large-scale service contracts with Tier 1 suppliers.

Responsibilities

• Oversee the transition and integration of new services.
• Manage service performance to meet SLAs and OLAs.
• Analyze reports and data for service decisions.

Skills

Supplier management capabilities

Stakeholder engagement

Data analysis

Leadership skills

Excellent interpersonal skills

Proficiency in Microsoft Office

Education

ITIL V4 Service Management certification

Tools

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 vital for keeping TfL services running smoothly for customers.

The Team

The team comprises approximately 15 Service Performance Managers and Service Analysts supporting several Mission Critical services. These services are high profile and crucial for the safe and efficient operation of London Transport. Success relies on building trusted relationships with colleagues, customers, and suppliers, and being proactive in delivering impactful outcomes.

Job Purpose:

The Service Performance Manager oversees the transition and integration of new services into live operations, manages BAU service levels and contracts across all suppliers and internal teams, and ensures compliance with TfL standards throughout the service lifecycle.

Reporting to a Senior Service Performance Manager, the candidate should bring a positive attitude, identify service improvement opportunities through collaboration and innovation, and challenge the status quo when necessary.

Essential experience includes service management and project experience, along with strong stakeholder engagement skills.

Key Accountabilities:

1. Successfully introducing and delivering new services through design and transition processes, collaborating with diverse teams.
2. Aligning support models and governance with major projects.
3. Managing service performance, including suppliers and internal teams, to meet SLAs and OLAs, and ensuring compliance with standards.
4. Analyzing reports and data related to demand, capacity, licenses, and asset lifecycle management.
5. Assessing risks, developing mitigation strategies, and pursuing service improvements.
6. Building and maintaining relationships with stakeholders to adapt to changing priorities and demands.
7. Maintaining support and contractual documentation, including knowledge scripts and technical documentation.
8. Ensuring change, release, and configuration management processes are followed to protect live environments and minimize disruptions.
9. Driving continuous improvement initiatives.

Knowledge:

• ITIL V4 Service Management certification (desirable)
• Knowledge of software development, DevOps, and project methodologies
• Experience supporting complex, multi-site operations
• Familiarity with ERP and Asset Management systems
• Understanding of cloud service models (SaaS, PaaS, IaaS)
• Financial processes including CAPEX, OPEX, and project funding
• Commercial management best practices
• Experience with Service Management and ITSM tools
• Knowledge of TfL’s business environment and applications (beneficial)

Skills:

• Supplier management capabilities
• Stakeholder engagement and influence skills at senior levels
• Data analysis and decision-making skills
• 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 within complex environments
• Negotiation and relationship management at senior levels
• Experience managing large-scale service contracts with Tier 1 suppliers
• Proven track record in process improvement for technology services
• Broad knowledge of Technology and Data Services

Equality and Diversity

We are an equal opportunity employer valuing diversity and do not discriminate based on race, religion, ethnicity, gender, sexual orientation, age, or disability. We ensure anonymized CVs and cover letters during recruitment.

Application Process

Apply with your CV and a two-page cover letter. Ensure your application reflects the skills, knowledge, and experience required. Shortlisting will be based on pre-screening questions, CV, and cover letter.

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

Benefits

In return, enjoy 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