Service Performance Manager

2 weeks ago

London, Greater London, United Kingdom Transport For London Full time
Job Summary

We are seeking a highly skilled Service Performance Manager to join our Technology Service Operations team at Transport For London. As a key member of our team, you will be responsible for ensuring the smooth delivery of our technology services, managing supplier relationships, and driving process improvements.

Key Responsibilities
  • Manage the transition and introduction of new services into our live environment, ensuring seamless delivery and minimal disruption to our customers.
  • Oversee the performance of services within your portfolio, including suppliers and internal teams, to ensure compliance with our service level targets and TfL's mandatory standards and policies.
  • Analyze complex data and reports to identify trends and areas for improvement, and develop strategies to mitigate risks and improve service delivery.
  • Build and maintain strong relationships with key stakeholders, including suppliers, internal teams, and customers, to ensure effective communication and collaboration.
  • Develop and maintain knowledge scripts and technical documentation to support our support and contractual collateral.
  • Ensure compliance with our Change, Release, and configuration management processes to protect our live environment and minimize disruption to our 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
Skills
  • Proven ability to manage suppliers
  • Manage interactions between suppliers, internal teams, and customers to reliably deliver quality technology service performance within large-scale, complex operating environments
  • Budget management and forecasting
  • Proven ability to influence at a senior leader level
  • Proven analytical skills to interpret complex data and make or influence appropriate business decisions on the basis of this analysis
  • Motivating and leading others towards achievement
  • Excellent interpersonal and organizational skills
  • Strong knowledge of Microsoft Office suite of applications and ITSM tools
  • Process re-engineering skills would be beneficial
Experience
  • Proven extensive experience of technology and IT services in a complex environment
  • Demonstrable experience of interacting and negotiating at 'Head of' level, both internally and with third parties
  • Demonstrable experience of negotiating, delivering, and managing complex, large-scale, service contracts with Tier 1 suppliers
  • Substantial experience of relationship management and account management
  • Demonstrable success in continual process improvement for technology services
  • Broad knowledge of Technology and Data Services

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