Qualitätsmanager at regiocom managing quality standards and monitoring in the telecommunications sector. Collaborating with teams to enhance customer satisfaction and performance metrics.
IS
Hybrid Service Performance Manager – Team Lead
Posted last month
About the role
- Service Performance Manager Team Lead driving service excellence at Transport for London. Leading teams in Payments Technology and Design & Transition to optimize service performance.
Responsibilities
- Driving service excellence and performance within the Payments Technology and Design & Transition teams.
- Looking after the supplier that provides and maintains the revenue collection equipment used to collect fares around TfL managed modes of transport and some national rail operators.
- Close management of TfL's supplier responsible for revenue collection devices, leading a team of people in specific roles.
- Introducing Programme & Projects to Production Services, responsible for the Governance of Project, Programme & Change control of new & changed services into Production delivering to TfL Service Standards & Contractually expected standards.
- Ensuring team develops business service requirements for new and existing services ensuring accurate assessment of customer requirements, service model creation, and design of service level agreements.
- Supporting Programme and Technology Delivery teams throughout the design and transition process including production of service models and service designs.
Requirements
- Excellent oral and written customer engagement and 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
- Leadership skills, interpersonal skills and the ability to manage and resolve conflict
- A good working knowledge of the equipment deployed around TfL's transport network for the purposes of managing revenue collection are a distinct advantage
- General engineering skills and/or enterprise IT skills at an overview level will be helpful, alongside relevant professional qualifications such as ITIL V4 etc.
- Holder of ITIL certification (V3 / 4)
- Accredited in TOGAF 1 & 2 (v9.1 or higher) with detailed knowledge of business and technology architecture and strategy (Desirable)
- Knowledge of IT service lifecycle and value chains
- Knowledge of cloud computing service models, such as SaaS, PaaS, IaaS.
- Broad knowledge of Technology and Data Services.
- Extensive experience in supplier relationship management with excellent customer relationship skills, and with proven experience of managing stakeholders at all levels of the organisation.
- Experience of running a team of people will be an advantage, although this vacancy may be seen as an opportunity for the right candidate to begin their People Leader journey subject to demonstrating relevant other skills and experience.
- Experience in delivering a wide range of service strategies and roadmaps in a large, complex and operationally focused organisation
- Experience in delivering significant departmental savings through leading service efficiency and rationalisation activities - Broad experience in leading service operations changes at a strategic level maturing operating models and instilling a continual improvement culture within a team of IT service specialists
- Experience in delivering quality service design principles for organisationally critical services.
Benefits
- 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
- 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.
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