Service Performance Manager Team Lead (Professional Services & Digital)

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Key Information

Job title: Service Performance Manager Team Lead (Professional Services & Digital)

Salary: Circa £65,000 per annum                                                    Grade: Band 3 

Contract type: Permanent                                                               Reference: 2772

Team: Service Owner - Prof Services & Digital                                 Directorate: TfL Corporate 

Contract details: TfL                                                                        Location: Hybrid/Pier Walk/Union Street or City Hall

Application closing date: Sunday 25th January 2026 

While the role is Hybrid there is a requirement to be on site at Pier Walk for 3 days per week and may include 1 of the 3 days at customer premises (Union Street or City Hall )

About 

The Service Performance Manager Team Lead manages the delivery of the Services within the PS&D area some of which may go across the whole of the Technology and Data Directorate. They are responsible for the introduction of new services into the Operation Teams, managing service levels, project introduction & transition and the setting up of contracts.

Special Accountabilities

Accountable for: the delivery of complex projects and the management of transition of services into BAU. A high volume of Safety Critical & Business services delivered to the following organizations: GLA family, LLDC, OSDC and similar areas. Service Strategy in the running of multiple projects and portfolios & Operational Delivery. Leading, motivating and guiding a team for the areas mentioned. Proactively leading primarily a team of SPM's (within PS&D and collaboration with other towers SPMs) to ensure effective collaboration, engagement and smooth operation of the safety critical and business critical services.

Available on site at Pier Walk or GLA Customer site for 3 days (minimum) per week. 

Skills

Excellent oral written customer engagement & communication skills at a business. operational and technical level; Highly skilled at solving and communicating complex technical operating problems along with working with a range of diverse organisational stakeholders; Communicates clearly and is skilled at adapting their communication style to meet the needs of the audience; Leadership skills;interpersonal skills and the ability to manage and resolve conflict.

Knowledge 

A good working knowledge of the service areas highlighted in special accountabilities area.

Experience 

Extensive experience in Supplier relationship management with excellent customer relationship skills, and with proven experience of managing stakeholders at all levels of the organisation. Extensive experience of running and supporting multiple Operational services as identified under special accountabilities above.

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.