Operational Performance Manager

Job title – Operations performance manager
Salary –  £83,000 - £89,000 Depending on exeperiance 
Location – London
Contract Type – Permanent (TfL)
Band – 4

Overview of project/role

To ensure the delivery of strategic business objectives through cost-effective and efficient service provision, primarily managed via third-party suppliers across the Facilities Operations Portfolio. To enable achievement of Facilities Operations performance targets and embedding of a continuous improvement culture. 

To develop and own a 1-3 years’ contracted services requirements strategy and support the organisations approach in developing a 10-year plan, ensuring alignment with company’s goals and industry best practice.

Key Accountabilities

• Spearhead and direct Performance Management and reporting for all facilities’ related services both directly managed and those delivered through third party suppliers across the Facilities Operations Portfolio and pan TfL sites that support TfL’s complex operational and support businesses.
• Lead in management and development of sustainable positive relationships with third party suppliers including providing a single point of contact for term suppliers in order to drive forward the standard of services provided in the most cost-effective way.
• Guide the contracted services requirements strategy to ensure alignment with company’s goals and industry best practice.  Develop and own the 1-3 years’ plan and support the organisations approach in developing a 10-year plan. 
• Own the performance reporting processes within Facilities Operations and accountable, within the Facilities Operations Leadership Team, for establishing the appropriate Key Performance Indicators (KPIs) and setting the performance criteria for Facilities Operations and monitoring performance against these throughout the year. Ensures performance reporting is accessible, accurate and timely to meet all reporting cycle timetable and deadlines.
• Manage and maintain the integrity of the reporting data and process by specifying the appropriate definition to internal stakeholders and external third party suppliers.
• Manage, develop, and motivate a direct team (4 direct reports) maintaining competency and expertise.
• Lead on specific departmental projects including property acquisitions and disposals and pan departmental initiatives.
• Manage expenditure against the budget and business plan, forecasting accurately and identifying efficiencies and implementing change to reduce costs. Control third party contract budgeting and forecasting and review and timely processing of supplier payments
• Responsible for improving diversity and inclusion and safety culture across the organisation.

Skills, Knowledge & Experience

Knowledge

• A good knowledge of performance management methods & regimes and how these can drive service and organisational performance improvement (Ideally in Facilities Management) (Essential).
• Evaluation of trends and developments in the FM industry and emerging best practice, recommending developments which produce greater efficiency or value for money (desirable)
• TfL’s policies, management structure and business objectives; (desirable)
• Knowledge of continuous improvement and efficiency tools (desirable)
• Knowledge and understanding of TfL’s commitment to Diversity and Inclusion. (desirable)
• An awareness of health and safety and environmental regulations (desirable)
• Knowledge of relevant national and international legislation pertaining to the Government/Public Sector IT – e.g. Data Protection Act, EU Procurement Directives and Freedom of Information Act. (desirable)

Skills

• Well developed negotiating and influencing skills both to provide professional recommendations, successful agreement of service levels and to achieve a commercially sound operation within the constraints of a challenging customer base. (Essential)
• Proven ability to influence at senior level, e.g. experience of presenting business cases and reviewing performance metrics (desirable)
• Development and implementation of departmental performance management regimes that enable alignment of Facilities Operations activities to wider business objectives; (desirable)
• Demonstrated ability to lead, inspire, and coach teams and individuals to achieve high performance, foster continuous development, and drive a culture of accountability and growth. (desirable)
• Strong business and financial acumen (desirable)

Experience

• Proven experience in a management role, with a track record of partnering with senior business leaders to deliver measurable business benefits, ideally within a Facilities Management (FM) context. (Essential)
• A strong commitment to customer care and experience of working in a customer led operation (Essential)
• Proven experience of managing business professionals to deliver the core elements of service delivery function within a complex, multi-site organisations, ideally within the public sector experience (desirable)
• Proven leadership experience of developing a customer-focused service culture and enabling people development towards this objective (Ideally within an FM department).  (desirable)
• Experience of successfully managing change and Continuous improvement and sharing best practice (desirable)

Application Process  
  
Please apply using your CV and PDF format preferred and do not include any photographs or images. Think carefully about the skills, knowledge and experience in the advert and cover this in your CV.
 

The closing date for applications is 12th December 2025 @ 23:59 

Benefits

 The opportunity to positively impact the lives of millions of Londoners from day one

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

 Equality, diversity and inclusion 
  
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.