Service Performance Manager

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Key Information

Job title: Service Performance Manager (Back Office)

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

Contract type: Permanent                                                                                        Reference: 3090

Team: Service Owner - Payments technology                                                           Directorate: TfL Corporate

Contract details: TfL                                                                                                 Location: Pier Walk / Hybrid 

Application closing date: Thursday 27th November 2026 

About the Role:

The successful candidate will be the lead Service Manager responsible for working with a major TfL supplier on IT Systems associated with the collection of fares revenue; systems that process such things as "Oyster" and Payment Card taps, journey processing, revenue collection and so on. The successful candidate will work fully within a team of people each working on various aspects of managing the whole revenue collection system, and is expected to perform a key role in that team. This role is critical to maximising TfL's revenue and minimising risk and service impact of Incidents, Problems and Changes.

The jobholder will also work alongside various internal and external stakeholders to ensure that programmes and projects designed to enhance TfL's revenue collection systems are delivered into service with the minimum possible service impact and the maximum business benefit. The successful candidate will ensure that service transition activities occur seamlessly and invisibly to TfL's customers, working alongside key internal and external programme teams to govern overall improvements in order to maximise benefits. Day to day, you'll be working in a team of passionate service management professionals on the common goal of ensuring that key systems and processes deliver the best outcomes for TfL's business.

The successful candidate will have good working knowledge of Enterprise IT Systems and Architecture, will be a good communicator and influencer, and will be a self starter ready to interact with colleagues and stakeholders at all levels including senior managers.

Knowledge:

• Foundation Knowledge of ITIL V4 framework (Essential)
• Overview (non technical) knowledge of Enterprise IT Systems and architecture (Essential)
• Strong practical overview working knowledge of technology and systems such as MS Azure, Windows Server, Redhat Linux etc. (Deep-dive technical knowledge is not required — this is not a technical role) (Essential)
• Knowledge and understanding of commercial, contractual and stakeholder management. (Essential) • Knowledge of process design methodologies. (Desirable)
• Knowledge of the public transport industry. (Desriable) 

Skills

•  Excellent negotiation and interpersonal skills required to maximise output. (Essential)
• Ability to lead and motivate a team to deliver good-quality business improvements. (Essential)
• Proven ability to build relationships with key players to gain support. (Essential)
• Clear and open communicator. Be able to build confidence, trust and possesses the ability to communicate difficult functional issues. (Essential)
• Proven ability to analyse complex data (quantitative and qualitative), draw conclusions, and propose solutions and decisions that drives customer service improvements. (Essential)

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.