Role Overview

The role provides leadership across performance assurance, asset and item management, lifecycle and obsolescence monitoring, performance compliance, data quality, governance reporting and corrective action management. The Performance Assurance Manager will work closely with Service Delivery, Asset Management, Technical, Operations and Commercial stakeholders to ensure that contractual performance obligations are understood, controlled and delivered in line with the Performance Assurance Plan and related contract requirements.

This role acts as a key assurance interface with the client and internal stakeholders, providing confidence that service performance, asset sustainability, data integrity and continuous improvement activities are managed in a structured, auditable and contractually compliant manner.

Key duties include:

• Manage and oversee the Contractor's obligations in relation to Performance Assurance, ensuring compliance with the Performance Assurance regime, Performance Assurance Plan and relevant contractual requirements
• Proven capability in analyzing operational incident timelines, identifying valid contractual exclusions, and drafting robust, evidence-backed disputes to actively defend against and rebut KPI and SLA penalty assessments
• Own the operational coordination of Performance Assurance activities across the service, ensuring that performance obligations, assurance controls, evidence requirements and governance inputs are clearly defined and actively managed
• Ensure that Performance Indicators, KPIs and other contractual performance measures are monitored, analysed and reported accurately, with emerging risks, trends and service issues escalated through the appropriate governance channels
• Oversee the accuracy, completeness and integrity of asset and performance data used in governance, service reporting and performance assurance decision-making, including inputs to the Asset Management Report and related performance records
• Coordinate with Service Management, Asset Management, Technical and Operational teams to confirm that asset lifecycle, residual life, obsolescence, maintainability and value-for-money considerations are properly assessed and reflected in assurance activities
• Support the preparation, maintenance and annual review of the Performance Assurance Plan and related asset/configuration management deliverables, ensuring that plans remain current, contractually aligned and fit for operational use
• Lead or coordinate the investigation of performance issues, ensuring that root causes, impacts, corrective actions, improvement initiatives and follow-up evidence are documented, tracked and governed to closure
• Trigger Performance Assurance processes where contractual performance concerns, asset condition risks, data quality issues or service degradation are identified, ensuring appropriate visibility to the client and internal senior management
• Support service recovery and continuous improvement by identifying recurring performance themes, assurance gaps and opportunities to improve service stability, reliability, operational efficiency and long-term service sustainability
• Participate in Asset and Performance governance meetings, service review meetings and relevant change or assurance forums, providing clear performance insight and evidence-based recommendations to support decision-making
• Work collaboratively with Commercial and Contract Management functions to ensure that Performance Assurance Fund considerations, contractual remedies, service improvement commitments and governance actions are managed consistently with contract obligations
• Maintain clear records, dashboards, action trackers and assurance evidence to demonstrate compliance with performance assurance obligations and to support auditability, governance transparency and client confidence
• Lead comprehensive operational and facility audits to identify process bottlenecks, proactively proposing service adjustments and continuous improvements to guarantee contract performance and SLA compliance

Requirements

Skills and Experience:

• Bachelor's degree in Engineering, Information Technology, Business, Transport Systems, Asset Management or a related discipline
• Minimum 10 years of experience in performance management, service assurance, asset management, service delivery, operations management or IT service management within complex technology or managed service environments
• Proven experience managing contractual performance obligations, KPIs, service levels, assurance regimes or performance improvement plans in an SLA-driven environment
• Experience with service management frameworks such as ITIL
• Experience with enterprise service management, asset management or reporting tools such as Maximo, ServiceNow, Power BI or equivalent platforms.
• Strong understanding of asset lifecycle management, configuration management, obsolescence management, residual life monitoring and value-for-money assessment principles
• Experience working with service performance data, operational metrics, reporting packs, dashboards and governance evidence in a structured and auditable manner
• Strong knowledge of IT service management and operational governance, including incident, problem, change, service review, performance reporting and continuous improvement interfaces
• Demonstrated ability to coordinate across technical, operational, commercial and client-facing teams in a complex multi-party environment
• Excellent analytical, communication, stakeholder management and decision-support capabilities, with the ability to translate complex performance data into clear management insight
• Strong attention to detail and ability to maintain robust assurance records, action trackers, issue logs, evidence packs and governance outputs

Desirable Experience:

• Experience working in public transport, ticketing, revenue collection, fare collection or safety/mission-critical operational services
• Experience supporting large-scale public sector clients or transport authorities
• Experience in large technology transition, service transition, operational readiness or multi-supplier service environments
• Experience preparing or managing Performance Assurance Plans, Asset and Configuration Management Plans, service assurance reports or contractual performance evidence packs

Benefits

• Holidays: 25 days per annum + 8 days bank holidays (options to buy/sell days)
• Pension - 4% employee and 4% employer
• Private medical insurance (including dental & optical)
• Life assurance
• Income protection
• Employee assistance programs
• Flexible/remote working options
• Charitable initiatives
• Social events (formal & informal)
• Learning and development programs
• Innovative & collaborative work environment

Indra is an equal employment opportunity employer. Applicants are considered without regard to race, colour, religion, sex, sexual orientation, gender identity, origin, disability or other characteristics protected by law.