Job Description

Band: 4

Salary: \xc2\xa370,000-\xc2\xa380,000 dependent on skills, knowledge and experience

Location: North Greenwich + Remote

Contract: TfL Permanent Contract

Welcome to your opportunity of a lifetime
London\xe2\x80\x99s population is set to hit the 10 million mark by 2030. Keeping them, and the millions more who visit the capital each year, moving will be key if the city is to remain a world-class destination. That is why we are using smart cutting-edge technology and big data to ensure we meet the challenges of the future head on. We are calling it Project 2030 - and you could soon be playing your part in it.

Technology and Data
Our department innovate and support technology for Transport for London. It is an exciting time to join the team as we are looking to use cutting edge technology in innovative ways to keep the 31 million daily journeys moving. We believe every journey matters and you\xe2\x80\x99ll become an integral part of a highly respected department providing vital support to keep London moving. You will contribute to a wide range of challenging projects and develop your career at the same time.

About the role
The Senior Service Performance Manager reports into the Network and Hosting Service Owner, this is a leadership role, leadership is an essential management function that helps us bring all the teams in the department together to work towards achieving our common goals. This role will provide us with the vision and the means to achieve it. While we have professionals with various skill sets, talents and capabilities, leadership will help them apply their talents to reach the goals and improve the overall function of Network and Hosting. With a team of managers behind you, our objective is to develop, deliver, transform, and innovate our Networks and Hosting services across a varied in-source and out-source support model.

Contributing to the success of the Networks and Hosting team will be measured by effective (internal and external) service performance management, service transition and delivery, supplier management, reporting and budget forecasting and cost efficiencies, as well as shaping the support strategies to improve Networks and Hosting services and support models.

You will be collaborating directly with Senior stakeholders including other Service Owners and Senior Service Performance Managers, Infrastructure Managers, The Project Management Office, Transformation and Architecture teams to provide them with support and expertise to enable the delivery of our key initiatives in line with our organisation priorities and vision. You will ensure the initiatives are cost efficient, supported and contractually realistic.

The Senior Service Performance Manager is a people leader accountable for a management team of up to 12, including, Infrastructure Managers, Service Performance Managers, Technical Delivery Managers and Service Analysts

Successful applicants will have a broad knowledge of IT Infrastructure, technical experience and have a proven track record in leading technical and non-technical teams, in performance development and delivery

Knowledge

• A Degree in a relevant subject or equivalent experience
• Broad knowledge of Networks, Hosting, Infrastructure Platforms, Cloud Environments
• ITIL and its practical implementation in large organisations.
• Provision of effective IT services in a large complex enterprise environment
• Vendor and supplier management
• Good understanding of financial processes (including project authorisations, Forecasting and balance sheet) and cost of IT services.
• Cloud computing service models, such as DevOps, InfraOps, and associated automation tools and technics SaaS, PaaS, IaaS.

Experience

• Managing a varied IT Infrastructure Services
• Substantive experience in developing service models (IaaS) service performance, service reporting, management, and improvement practices
• Service cost models and quotation capabilities
• Managed teams delivering 24/7 support for business-critical services for 30k+ user base
• Worked in a technical capacity in a high availability environment
• Extensive experience of interacting and negotiating at Business Director level, both internally and with third parties
• Substantial experience of negotiating, delivering, and managing complex, large scale, service contracts
• Substantial experience of relationship management and account management

Accountabilities

• Managing the Team: Manage a high performing team of up to 12 Managers delivering service performance to a high standard
• Service reporting for all in-source and out-sourced services across Networks and Hosting
• Identifying and documenting lessons learnt and contract gaps in-order to use for provisioning new contracts or services
• Creating and maintaining accurate contract spend forecast, working closely with finance to ensure they are captured, budgets are allocated.
• Leading and improving supplier partnerships of service provision contracts (approx. \xc2\xa360m+ pa.) ensuring compliance with their contracted terms are achieved
• Leading on relationships with senior stakeholders in relation to the services provided, examining any future business changes in demand, the financial impact and mitigating risks for the services
• Supplier Management: Manage suppliers\xe2\x80\x99 adherence to Service Level Agreements and work with vendors to achieve the minimum service according to the business requirements and ensuring value is realised
• Leading and overseeing the end-to-end costs of services ensuring that services are achieved cost effectively and continue to meet the business requirements
• Directing the team to identify usage, trends, capacity, compliance, and asset lifecycle management for all services under their control representing this information to future business strategies
• Strategically assessing the infrastructure team\xe2\x80\x99s performance and alignment, mitigating security threats and performance, licence compliance and risks to services to maximise service availability for end users, driving improvements and cost efficiencies

Skills Required:

• People management and leadership skills for hybrid teams to deliver Infrastructure service
• Strategic thinker to assess and evolve service performance
• Strong negotiating skills for managing service provider
• Maintain holistic view of competing technologies to deliver services and not just component technology
• Proven ability to manage suppliers, internal teams, and customers as necessary to reliably deliver component technologies that combine to form business services
• Proven ability to manage interactions between suppliers, internal teams, and customers necessary to reliably deliver quality technology service performance within large-scale, complex operating environments
• Motivating and leading others towards achievement
• Proven analytical skills to interpret complex data and make or influence appropriate business decisions or to determine trends and patterns to proactive mitigate service affecting issues
• Communicates clearly adapting the style of communication for different audiences
• Proficient in risk identification and mitigation planning to reduce service impacting issues

Skills Desirable:

• Commercial management best practice to ensure effective supply chain arrangements to deliver value, quality, and reliability
• Working knowledge of: Virtualization (VMWare), Storage, Networks, Cloud technologies, Databases (SQL, Oracle, No-SQL), Automation, DevOps, Application Virtualisation
• Highly experienced in planning resource activity across complex technologies
• Awareness of industry trends
• Proven ability to influence at a senior leader level, e.g., experience of presenting at business forums and leading service reviews with senior management

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. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.

Application Process

• Please apply using your CV and a two page covering letter.
• Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter. PDF format preferred and do not include any photographs or images

The closing date for applications is 6th September @ 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
• 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
• 29/30 days annual leave plus public and bank holidays (delete one)
• 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

Transport for London