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Service Performance Manager
1 month ago
The Service Performance Manager is responsible for the transition and introduction of new services into an operationally live environment. The role involves managing BAU service levels and contracts across all suppliers, and internal resources, within their portfolio. The Service Performance Manager ensures compliance is delivered against 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.
- Aligned 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. Ensuring compliance with TfL mandatory standards and policies throughout the lifecycle of a service.
- Analyse relevant reports and data, for example, but not limited to, demand, capacity, licence management, asset lifecycle management across the services and technologies within their portfolio and ensure 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. Working to and meeting agreed deadlines.
- Creation, review and maintenance of support and contractual collateral, including ongoing maintenance of knowledge scripts and technical documentation.
- Ensure compliance with the appropriate Change, Release and configuration management processes for internal teams, projects, and suppliers in order to protect the Live environment and minimise disruption experienced by customers, including audits where required.
- Continuous improvement.
