Service Performance Manager

4 days ago

London, Greater London, United Kingdom Transport For London Full time
Job Title: Service Performance Manager

Transport for London (TfL) is seeking a highly skilled Service Performance Manager to join our Networks and Hosting team within Technology Service Operations.

About the Role

The Service Performance Manager will be responsible for the transition and introduction of new services into an operationally live environment, managing BAU service levels and contracts across all suppliers and internal resources within their portfolio. The role ensures compliance with TfL mandatory standards and policies throughout the lifecycle of a service.

Key Responsibilities
  • Successful introduction and delivery of new services into operation via design and transition gates by collaborating with a multi-skilled team of resources.
  • Alignment with major projects to ensure suitable support models and governance.
  • Managing the performance of services within their portfolio, including suppliers and internal teams to the agreed service level targets.
  • Analyzing relevant reports and data, ensuring adherence to agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
  • Effective assessment of risks, development of mitigation strategies, and continually striving for service improvements.
  • Accountable for building and maintaining relationships with key stakeholders to understand any changes in priorities or likely business demand and mitigate any threats identified.
  • Creation, review, and maintenance of support and contractual collateral, including ongoing maintenance of knowledge scripts and technical documentation.
  • Ensuring compliance with the appropriate Change, Release, and configuration management processes for internal teams, projects, and suppliers to protect the Live environment and minimize disruption experienced by customers.
Requirements
  • ITIL V4 Service Management certification (desirable)
  • Broad knowledge of software development, DevOps, and Project Management methodologies
  • Effective technical support services to a complex, multi-site operation
  • Enterprise Resource Planning and Asset Management systems
  • Cloud computing service models, such as SaaS, PaaS, IaaS
  • Financial processes (including CAPEX, OPEX, and project authorization)
  • Commercial management best practice to ensure effective supply chain arrangements to deliver value, quality, and reliability
  • Service Management and ITSM toolsets and processes
  • TfL business needs and requirements would be beneficial
  • IT applications in public transportation and its business environment would be beneficial
What We Offer

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the business area but mostly include:

  • Final salary pension scheme
  • Free travel for you on the TfL network
  • A 75% discount on National Rail Season Ticket and interest-free loan
  • 30 days annual leave plus public and bank holidays
  • Private healthcare discounted scheme (optional)
  • Tax-efficient cycle-to-work programme
  • Retail, health, leisure, and travel offers
  • Discounted Eurostar travel

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, ethnicity, gender, sexual orientation, age, or disability status.

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