Service Performance Manager

1 week ago

London, Greater London, United Kingdom Transport For London Full time
Job Purpose:

The successful candidate 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.

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.
  • 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.
  • 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.
Requirements:
  • ITIL V4 Service Management certification (desirable).
  • Broad knowledge of software development, DevOps & 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 authorisation).
  • Commercial management best practice to ensure effective supply chain arrangements to deliver value, quality, and reliability.
  • Service Management and ITSM toolsets and processes.
Benefits:
  • 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.

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