11 Oct
Transport for London
United Kingdom
Job Title: Service Performance Manager – EUC
Salary: up to £65k plus Excellent Benefits
Location: North Greenwich, London / hybrid
Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4-week period. Hybrid working arrangements can evolve subject to business requirements.
About the role
The Service Performance Manager reports to the Senior Service Performance Manager and manages the delivery of Services within the TSO EUC Service Tower.
Across their portfolio, they be responsible for the introduction of new services into live operation, the managing of service levels, contracts, financial accuracy and efficiencies across all suppliers (including internal resources),
ensuring compliance with TfL Mandatory Standards and Policies throughout the lifecycle of the Service and driving continuous service improvement.
Working within a 24/7 365 days per year operational environment, the Service Performance Manager will lead a team of up to 5 Service Analysts.
Key Accountabilities
• Accountable for the successful delivery of services as assessed by design and transition Gates through managing a multi skilled team of people
• Accountable for the delivery of their assigned services within the portfolio and managing their suppliers and internal teams to the agreed service level targets and compliance with sub contracts or operational level agreements.
• Accountable for the delivery of business outputs (e.g. demand, capacity, licence management, service lifecycle management, cost of services etc) across the service lifecycle of the systems, services and technologies within their portfolio
• Accountable for the effective assessment of risks in service improvements and development of mitigation strategies
• Accountable for managing the services within their portfolio, which is either delivered by a supplier and/or internal teams to aid in the restoration of services within the agreed service level targets.
• Implementing the service design for new or changed services and support projects during transition into the live environment.
• Accountable for building and maintaining relationships with key stakeholders to understand any changes in priorities or likely business demand and mitigate any threats identified.
• Accountable for leading and managing a team of up to 5+ in a people management, resource allocation, quality assurance, coaching and development
• Accountable for supporting the delegated financial budgets of the Senior Service Performance Manager for service provision of supplier contracts of up to £10M pa.
• Accountable for influencing contract values and service provision of up to £5M pa.
Knowledge
• A Degree in a relevant technology/computer science subject/equivalent or other related discipline (or corresponding professional experience)
• Good working knowledge of ITIL and its practical implementation in large organisations including ITIL V3 Service Management certification.
• Knowledge of the provision of effective technical support services to a complex, multi-site operation
• Knowledge of Enterprise Resource Planning and Asset Management systems.
• Knowledge of cloud computing service models, such as SaaS, PaaS, IaaS.
• Knowledge IT applications in public transportation and its business environment & Knowledge of ITSM Tools.
• Financial processes (including project authorisation)
• Commercial management best practice to ensure effective supply chain arrangements to deliver value, quality and reliability
Skills
• Communicates clearly adapting the style of communication to meet the varying audience
• Proven ability to work with suppliers, internal teams and customers as necessary to reliably deliver component technologies that combine to form business services
• Proven ability to influence at a senior leader level
• Proven ability to manage interactions between suppliers,
internal teams and customers to reliably deliver quality technology service performance within large-scale, complex operating environments.
• 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
Experience
• Extensive experience of technology and data services in a complex, multi-site organisation
• Demonstrable experience of interacting and negotiating both internally and with third parties
• Demonstrable experience of negotiating, delivering and managing complex, large scale, service contracts
• Substantial experience of relationship management and account management
Closing date for applications:
Sunday 20th October 2024 @ 23.59
We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.
Please note that you must apply by using your CV (Word.docx format) and a covering letter (no more than two pages). Please think carefully about the skills,
knowledge and experience outlined in the job description and ensure your CV reflects the requirements of the role.
We will endeavour to give candidates as much notice as possible however some interviews/assessments will be organised at short notice and will require a degree of flexibility.
Benefits
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Our benefit package includes:
• 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
Technology Service Operations