Summary
Type
full-time
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About this role
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Key Information
Job title: Service Performance Manager Team Lead (Professional Services & Digital)
Salary: Circa £65,000 per annum Grade: Band 3
Contract type: Permanent Reference: 2772
Team: Service Owner - Prof Services & Digital Directorate: TfL Corporate
Contract details: TfL Location: Hybrid/Pier Walk/Union Street or City Hall
Application closing date: Sunday 25th January 2026
While the role is Hybrid there is a requirement to be on site at Pier Walk for 3 days per week and may include 1 of the 3 days at customer premises (Union Street or City Hall )
About
The Service Performance Manager Team Lead manages the delivery of the Services within the PS&D area some of which may go across the whole of the Technology and Data Directorate. They are responsible for the introduction of new services into the Operation Teams, managing service levels, project introduction & transition and the setting up of contracts.
Special Accountabilities
Accountable for: the delivery of complex projects and the management of transition of services into BAU. A high volume of Safety Critical & Business services delivered to the following organizations: GLA family, LLDC, OSDC and similar areas. Service Strategy in the running of multiple projects and portfolios & Operational Delivery. Leading, motivating and guiding a team for the areas mentioned. Proactively leading primarily a team of SPM's (within PS&D and collaboration with other towers SPMs) to ensure effective collaboration, engagement and smooth operation of the safety critical and business critical services.
Available on site at Pier Walk or GLA Customer site for 3 days (minimum) per week.
Skills
Excellent oral written customer engagement & communication skills at a business. operational and technical level; Highly skilled at solving and communicating complex technical operating problems along with working with a range of diverse organisational stakeholders; Communicates clearly and is skilled at adapting their communication style to meet the needs of the audience; Leadership skills;interpersonal skills and the ability to manage and resolve conflict.
Knowledge
A good working knowledge of the service areas highlighted in special accountabilities area.
Experience
Extensive experience in Supplier relationship management with excellent customer relationship skills, and with proven experience of managing stakeholders at all levels of the organisation. Extensive experience of running and supporting multiple Operational services as identified under special accountabilities above.
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.
Other facts
About TfL, GLA or OPDC
Formed by the Mayor of London, the Old Oak and Park Royal Development Corporation’s (OPDC) mission is to create and deliver homes for Londoners and jobs to facilitate London’s growth.
Working in collaboration with London boroughs, partners, local businesses and the community to create a place everyone feels a part of.
Our Mission
Drawing on its rich heritage at the heart of west London’s manufacturing and industry, Old Oak and Park Royal will become a new urban community where a thriving local economy supports a great place to work, visit and live. It will be an inclusive, accessible and diverse district, showcasing the very best practice in social and environmental placemaking and making a major contribution to London’s role as a global city.
What you'll do
- The Service Performance Manager Team Lead manages the delivery of services within the Professional Services & Digital area, ensuring effective collaboration and smooth operation of safety critical and business critical services. They are accountable for the delivery of complex projects and the management of service transitions into business as usual.
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