Service Performance Manager

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Key Information

Job title: Service Performance Manager (x2 vacancies)

Salary: £60,000 - £67,000 dependent on knowledge, skills and experience                       Grade: Band 3 

Contract type: Permanent                                                                                                   Reference: 3091  

Team: Service Owner - Payments technology                                                                      Directorate: TfL Corporate

Contract details: TfL                                                                                                            Location: Pier Walk / Hybrid 

Application closing date: Thursday 27th November 2025

The Service Performance Manager manages the delivery of the Services within a specific portfolio in the Service Owner Team or the Service Operations area.  Some of which may go across the whole of the Technology Product & Operations (TP&O) & Technology Strategy & Revenue (TS&R). They are responsible for the introduction of new service into the Operation Teams, managing service levels and contracts across  all suppliers (including internal resources) within their portfolio, ensuring compliance with TfL Mandatory Standards and Policies throughout the lifecycle of the Service and achieving performance requirements and service level agreements. This encompasses  the management of service transition into the live environment, contract management, and relationships with internal teams and external suppliers.

Knowledge:

• Previous service and contract management experience with third party suppliers (Essential)
• Understanding of asset lifecycle management (Essential)
• Strong practical working knowledge of hardware design and engineering, in particular an electronic or electromechanical
• background (Essential)
• Knowledge of the public transport industry (Desirable)
• Knowledge of Process Design methodologies (Desirable)
• Working knowledge of Enterprise IT environments (Desirable)
• ITIL V4 Foundation (Desirable)
• ONC in mechanical or electronic engineering or equivalent (Desirable) 

Skills:

• 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, preferably in the public sector
• 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
• Substantial experience of relationship management and account management
• Demonstrable success in continual process improvement for technology services
• Broad knowledge of Technology and Data Services.

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. 
 
Benefits 
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow.  Rewards vary according to the level of role but mostly include the below:
 

• Final salary pension scheme
• Free travel for you on the TfL network
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
• 30 days annual leave plus public and bank holidays
• TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
• Private healthcare discounted scheme (optional)
• Tax-efficient cycle-to-work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel
    

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. 

We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.