Service Performance Manager046409
Organisation
-Customers, Communication and Technology
Job
-Technology Service OperationsPosition Type-Full Time
Service Performance Manager
Band: 3
Type: Permanent
Location: Pier Walk, North Greenwich/Hybrid Working
A great opportunity to join the Networks and Hosting team, within Technology Service Operations. Networks and Hosting are responsible for managing and maintaining TfL’s core infrastructure at a virtual and physical layer.
The core server infrastructure hosts many of TfL’s Mission Critical and Business critical services, which ultimately keep TfL services to our customers running.
The Team
The team is made up of approximately 15 Service Performance Mangers and Service Analysts and supports a number of Mission Critical services, which are extremely high profile and / or critical to the safe and efficient running of London Transport Services. As such, our success is based on building meaningful and trusted relationships with our colleagues, customers, and suppliers and in being prepared to go the extra mile to deliver outcomes that make a real difference.
Job Purpose:
The Service Performance Manager is responsible for the transition and introduction of new services into an operationally live environment, for managing BAU service levels and contracts across all suppliers, and internal resources, within their portfolio. The role ensures compliance is delivered against TfL mandatory standards and policies throughout the lifecycle of a service.
Reporting into a Senior Service Performance Manager the successful candidate will bring a positive can-do attitude to the role by identifying opportunities to provide excellent service delivery through collaboration, innovation, and a willingness to challenge the status quo when required.
Previous service management and/or project experience is a critical requirement of this role, as is the ability to demonstrate senior stakeholder engagement.
Key Accountabilities:
Successful introduction and delivery of new services into operation via design and transition gates by collaborating with a multi skilled team of resources.
Aligned with major projects to ensure suitable support models and governance etc
Managing the performance of services within their portfolio, including suppliers and internal teams to the agreed service level targets. Ensuring compliance with TfL mandatory standards and policies throughout the lifecycle of a service.
Analyse relevant reports and data, for example, but not limited to, demand, capacity, licence management, asset lifecycle management across the services and technologies within their portfolio and ensure adherence to agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
Effective assessment of risks, development of mitigation strategies and continually striving for service improvements.
Accountable for building and maintaining relationships with key stakeholders to understand any changes in priorities or likely business demand and mitigate any threats identified. Working to and meeting agreed deadlines.
Creation, review and maintenance of support and contractual collateral, including ongoing maintenance of knowledge scripts and technical documentation.
Ensure compliance with the appropriate Change, Release and configuration management processes for internal teams, projects, and suppliers in order to protect the Live environment and minimise disruption experienced by customers, including audits where required.
Continuous improvement
Knowledge:
ITIL V4 Service Management certification (desirable)
Broad knowledge of software development, DevOps & Project Management methodologies
Effective technical support services to a complex, multi-site operation
Enterprise Resource Planning and Asset Management systems
Cloud computing service models, such as SaaS, PaaS, IaaS
Financial processes (including CAPEX, OPEX and project authorisation)
Commercial management best practice to ensure effective supply chain arrangements to deliver value, quality, and reliability
Service Management and ITSM toolsets and processes
TfL business needs and requirements would be beneficial
IT applications in public transportation and its business environment would be beneficial
Skills:
Proven ability to manage suppliers
Manage interactions between suppliers, internal teams and customers to reliably deliver quality technology service performance within large-scale, complex operating environments
Budget management and forecasting
Proven ability to influence at a senior leader level
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
Excellent interpersonal and organisational skills
Strong knowledge of Microsoft Office suite of applications and ITSM tools
Process re-engineering skills would be beneficial
Experience:
Proven extensive experience of technology and IT services in a complex environment.
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 with Tier 1 suppliers
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 and Diversity
We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, ethnicity, gender, sexual orientation, age or disability status.
On this recruitment campaign, as part of TfL’s continuing commitment to be an inclusive and equal opportunity employer we will be removing personal identifiable information from CVs and covering letters that could cause discrimination.
Application Process
Please apply using your CV and a two page (maximum) covering letter (preferably Word format). Please think carefully about the skills, knowledge and experience outlined in the job description and ensure your CV and cover letter reflects the requirements of the role you are applying for. Short listing will be carried out based on answers to any pre-screening questions and the information on your CV and covering letter.
The closing date for applications is 18/08/24 at 23:59
Benefits
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the business area but mostly include:
Final salary pension scheme
Free travel for you on the TfL network
A 75% discount on National Rail Season Ticket and interest free loan
30 days annual leave plus public and bank holidays
Private healthcare discounted scheme (optional)
Tax-efficient cycle-to-work programme
Retail, health, leisure and travel offers
Discounted Eurostar travel
