You will work closely with Managers and Senior stakeholders to analyse operational performance, identify trends, manage governance activities and provide recommendations that improve service outcomes.

A significant part of the role involves leading service management reporting activities, including the review and analysis of the department’s performance against targets and SLAs relating to; incidents, service requests, knowledge articles, risks, problems and continual service improvements.

You will provide meaningful insight to support operational and strategic decision-making and ensure service management processes are effectively adopted and adhered to across the organisation.

Key Responsibilities Include

• Monitor, analyse, and report on IT service performance, identifying trends and opportunities for improvement.
• Provide governance and assurance across IT Service Management processes and practices.
• Build strong relationships with stakeholders, suppliers, and delivery teams to support effective service outcomes.
• Deliver expert guidance on ITSM best practices, driving service excellence and continual improvement.
• Communicate service performance, risks, and recommendations to operational and senior management audiences.

This role offers exposure to a broad range of infrastructure technologies and service management disciplines, making it an ideal opportunity for someone looking to further develop their career within a large-scale, enterprise technology environment.

Essential Skills And Knowledge

• ITIL Foundation certified.
• Proven experience in IT Service Management, Service Delivery, or Service Operations.
• Strong understanding of ITSM principles, service governance, service lifecycle management, and performance reporting.
• Experience analysing service performance data, identifying trends, and producing management insights.
• Skilled in stakeholder management and delivering against service levels and operational targets.
• Experience with ITSM tools, including Remedy or similar platforms.
• Advanced proficiency in Microsoft Excel, PowerPoint, and Power BI.

Key Competencies

• Excellent communication, influencing, and presentation skills, with the ability to engage senior stakeholders.
• Strong analytical and problem-solving capabilities.
• Excellent planning, organisation, and prioritisation skills.
• Adaptable and responsive to changing business priorities.
• Strong business and organisational awareness, with an understanding of how technology services support business outcomes.
• Customer-focused, with a commitment to delivering service excellence.

Qualifications

Degree in a relevant technology discipline, equivalent professional qualification, or demonstrable industry experience in IT Service Management experience and/or practical application within a large organisation.

Desirable – Skills And Knowledge

• ITIL Practitioner, ITIL Managing Professional, or other relevant ITSM certifications.
• Familiarity with KPI, SLA, OLA, and service governance frameworks.
• Knowledge of Technology Service Operations governance processes.
• Experience participating in Risk, Problem and Continual Service Improvement forums.
• Knowledge of cloud, hosting, network, or infrastructure services.
• Knowledge of Service Integration and Management (SIAM) or multi-supplier service models.

Note: If you have some but not all these skills, support and training can be provided.

If you are passionate about service excellence, enjoy working with data and stakeholders, and want to help deliver technology services that support millions of journeys across London every day, we'd love to hear from you.

Application Process

Please apply using your CV. Word format preferred and do not include any photographs or images

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.

Vetting Process

At Transport for London, safety, trust and fairness sit at the heart of how we recruit. Our Vetting Charter (https://tfl.gov.uk/corporate/careers/our-vetting-process) explains the checks we carry out before you join us, helping ensure we create a safe, inclusive and reliable network for everyone who depends on our services. We simply ask that the information you provide is honest and accurate so we can progress your application smoothly. If something doesn’t match or can’t be verified, we may not be able to move forward with your application, but we’ll always treat you with transparency, respect, and clear communication throughout.