Service Performance Manager

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Location:

Pier Walk / Hybrid, TfL Corporate

Company:
TfL, GLA or OPDC

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Job title:

Service Performance Manager

Contract type:
Permanent Reference: 5320

Team:
Service Owner - Networks and Hosting Directorate:
TfL Corporate

Final date to receive applications:
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.

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.

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.
• 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.

We're looking for an experienced Service Management professional with a strong background in supplier and service performance management within a complex technology environment.

• Proven experience managing supplier performance and service delivery.
• Strong stakeholder management…