Transport for London
Service Performance Manager
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Key Information
Job title: Service Performance Manager
Salary: Circa £60,000 Grade: Band 3
Contract type: Permanent Reference: 5320
Team: Service Owner - Networks and Hosting Directorate: TfL Corporate
Contract details: TfL Location: Pier Walk, North Greenwich / Hybrid
Application closing date: Wednesday 19th August 2026
All offers of employment are subject to satisfactory right-to-work checks. Candidates must be able to demonstrate their right to work in the UK. At the present time TfL is unable to offer visa sponsorship for this role.
About The Role
An exciting opportunity has arisen to join the Networks & Hosting team within Technology Products and Operations at Transport for London (TfL).
Networks & Hosting is responsible for managing and maintaining TfL's core infrastructure, supporting a broad range of mission-critical and business-critical services that keep London's transport network operating safely and efficiently. This includes cloud hosting, network services, hosting infrastructure, and supplier-managed services that underpin some of TfL's most important operational systems.
As a Service Performance Manager (Networks), you will be responsible for managing the Network Managed Service supplier performance and service delivery, with the procurement, transition and support of managed network services contracts a focus of this role. You will ensure the external provider delivers against contractual obligations, service level agreements, quality standards, and value-for-money expectations while working closely with internal stakeholders, service owners, and commercial teams to drive continual service improvement.
This is an excellent opportunity for an experienced service management professional who thrives in complex operational environments and can build strong stakeholder relationships while delivering measurable service outcomes.
What You'll Be Doing
Key responsibilities include:
- Managing supplier performance, service levels, and contractual obligations across an assigned portfolio of services.
- Ensuring suppliers and internal teams deliver against agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
- Supporting the transition and introduction of new services into live operational environments.
- Monitoring, analysing and reporting on service performance, supplier performance and operational metrics.
- Driving continual service improvement initiatives through trend analysis and performance reviews.
- Building strong relationships with suppliers, business stakeholders, service owners and delivery teams.
- Supporting contract governance, renewals and supplier management activities.
- Managing compliance with TfL mandatory standards, policies and governance processes.
- Assessing operational risks and developing mitigation plans to protect service performance.
- Supporting financial management activities, including supplier expenditure, forecasting and reporting.
- Ensuring effective Service Management processes are followed to minimise service disruption.
- Managing the suppliers within their portfolio, that are a managed service, and the restoration of those services within the agreed service level targets.
- Managing the reporting and tracking internal Service Performance at department level, including trend analysis, and identification of process improvement initiatives.
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Financial
- Directly supporting the delegated financial budgets of the department head for service provision of supplier contracts of up to £60m pa.
- Directly influencing contract values and service provision of up to £10M pa.
About You
We're looking for an experienced Service Management professional with a strong background in supplier and service performance management within a complex technology environment.
Essential Skills
- Proven experience managing supplier performance and service delivery.
- Strong stakeholder management skills with the ability to influence senior leaders and third-party suppliers.
- Proven ability to manage interactions between suppliers, internal teams, and customers to reliably deliver quality technology service performance within large-scale, complex operating environments.
- Excellent analytical skills with the ability to interpret complex operational and performance data.
- Experience managing interactions between suppliers, customers and internal technical teams.
- Strong service reporting and governance capabilities.
- Financial awareness, including operational expenditure and supplier cost management.
- Excellent communication, organisational and relationship-management skills.
- Proven analytical skills to interpret complex data and influence appropriate business decisions based on this analysis.
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Knowledge
- ITIL certification (v3, v4 or above).
- Good understanding of IT Service Management principles and ITSM toolsets.
- Understanding of supplier and commercial management best practices.
- Knowledge of Project Management approaches and service transition activities.
- Experience of working within structured governance and operational control frameworks.
- Provision of effective ITIL service management and Service Transition processes to a complex, multi-site operation
- Cloud computing service models, such as SaaS, PaaS, and IaaS.
- The application of Technology Products and Service models in public transportation and its business environment.
- Financial processes (including project authorisation)
- Commercial management best practice to ensure effective supply chain arrangements to deliver value, quality, and reliability.
- Licence renewal management processes.
Application Process
Please apply using your CV Think carefully about the skills, knowledge and experience in the advert and cover this in your CV
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.
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