IT Service Performance Manager - EUC Computing

Salary: £60,000 - £65,000 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 us:

The End User Computing (EUC) team is comprised of technical and service management specialists who work to provide user-facing IT services to all of TfL. Our remit includes management and support of hardware services e.g., PCs, laptops, mobile phones etc as well as the key backend services which enable users to utilise the desktop provision e.g., Citrix, Office 365, Active Directory, SCCM, Intune, and others. We support our 31,000 users operate the systems which run the London Underground, Bus Network, and London’s Roads.

Key accountabilities:

Service Performance Managers play a crucial role in carrying out key service management activities to our EUC services. Across their portfolios (which is usually between 4-5 services), Service Performance Managers are responsible for the following activities (non-exhaustive):

• Ensuring the service performance is at a continuous high standard.
• Managing end-user communications and engagement around their services
• Tracking key risks associated with their services.
• Managing supplier performance and key contracts 
• Carrying out key commercial activities e.g., ensuring invoices are paid, contract renewals, licencing etc.
• Creating and updating service collateral and documentation e.g., support models and key processes.
• Line management responsibility of a Service Analyst.

The EUC services that will be managed by the successful candidates will be as follows:

• Service Performance Manager 1 – Adobe, Citrix & High Spec Desktop, Email, Microsoft Teams.
• Service Performance Manager 2 – All Identity & Access Management services e.g., Active Directory, security certificates, Active Roles Server, and Multi-Factor Authentication.

Knowledge and skills 

• Good working knowledge of ITIL and its practical implementation in large organisations including ITIL V3 Service Management certification.
• Commercial management best practice to ensure effective supply chain arrangements to deliver value, quality and reliability
• Knowledge of Financial processes (including project authorisation)
• 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.

Experience

• Experience of managing IT 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:  Tuesday 22nd July 2025 at 23.59

Additional Information
Please apply supplying your CV preferably in “.docx” format. This document should be A4, in Arial 12 font, and a maximum of 2 pages per document.

If you are shortlisted you may be invited to take part in a Video interview. We 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. We reserve the right to close the application window early if we receive a high volume of suitable applications.

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.

Many of our staff work flexibly in many different ways. Please talk to us at interview about the flexibility you need. We'll see what we can do.

We understand a confidence gap can get in the way of meeting spectacular candidates. So please don’t hesitate to apply if you think you have what it takes even if you feel you don’t meet all the criteria. We’d love to hear from you.