Service Performance Manager Team Lead

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Key Information

Job title: Service Performance Manager Team Lead (x2 vacancies)

Salary: £70,000 - £75,000                                                                                                          Grade: Band 3 

Contract type: Permanent                                                                                                         Reference: 2982

Team: Service Owner - Payments technology / Service Owner - Design & Transition                 Directorate: TfL Corporate           

Contract details: TfL                                                                                                                  Location: Pier Walk / Hybrid

Application closing date: Tuesday 25th November 2025 

We’re excited to announce two fantastic opportunities for experienced Service Performance Manager Team Leads within our organization. Both roles share the same core purpose—driving service excellence and performance—but sit in two distinct teams: Payments Technology and Design & Transition. Each team offers unique challenges and opportunities for growth, so we encourage you to review the descriptions below and indicate your preferred team when applying. If you’re passionate about delivering exceptional service and leading high-performing teams, we’d love to hear from you!

Payments Technology:

The Service Performance Manager Team Lead within TSO Payments Technology Services will primarily be looking after the supplier that provides and maintains the revenue collection equipment used to collect fares etc around both TfL managed modes of transport and some national rail operators. This primarily means close management of TfL's supplier responsible for those devices, and leading a team of people who carry out specific roles in that team.

Design & Transition:

The Service Performance Manager Team Lead within the Design & Transition Team will introduce Programme & Projects to Production Services which can cover the whole Technology and Data Directorate. They are responsible for the Governance of Project, Programme & Change control of new & changed services into Production delivering to TfL Service Standards & Contractually expected standards in the Technology Service Operations Payments Technology Tower.

The role will be responsible for ensuring their team develop the business service requirements for new and existing services ensuring accurate assessment of customer requirements, service model creation and design of service level agreements.  The role holder will support the Programme and Technology Delivery teams throughout the design and transition process including production of service models and service designs. The role holder will ensure service designs align with the T&D strategy, Contractual Deliverables and emerging technologies to deliver business outcomes in a cost effective and efficient manner throughout the respective life cycle of those services. 

Skills

• Excellent oral and written customer engagement and 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 equipment deployed around TfL's transport network for the purposes of managing revenue collection are a distinct advantage
• General engineering skills and/or enterprise IT skills at an overview level will be helpful, alongside relevant professional qualifications such as ITIL V4 etc. 
• Holder of ITIL certification (V3 / 4)
• Accredited in TOGAF 1 & 2 (v9.1 or higher) with detailed knowledge of business and technology architecture and strategy (Desireable)
• Knowledge of IT service lifecycle and value chains
• Knowledge of cloud computing service models, such as SaaS, PaaS, IaaS.
• Broad knowledge of Technology and Data Services.

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.
• Experience of running a team of people will be an advantage, although this vacancy may be seen as an opportunity for the right candidate to begin their People Leader journey subject to demonstrating relevant other skills and experience. 
• Experience in delivering a wide range of service strategies and roadmaps in a large, complex and operationally focused organisation 
• Experience in delivering significant departmental savings through leading service efficiency and rationalisation activities - Broad experience in leading service operations changes at a strategic level maturing operating models and instilling a continual improvement culture within a team of IT service specialists 
• Experience in delivering quality service design principles for organisationally critical 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.