Service Reporting Manager

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Job title: Service Reporting Manager

Salary: £65,000 - £75,000 (dependant on skills & experience Grade: Band 3

Contract type: Permanent Reference: 5705

Team: Service Operations Directorate:TfL Corporate

All offers of employment are subject to satisfactory right‑to‑work checks, and candidates must be able to demonstrate their legal right to work in the UK. In certain circumstances, TfL may be able to sponsor Skilled Worker visas for roles and individuals that meet the required eligibility criteria, including those covered by transitional rules. Further details can be found here:
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The Service Reporting Manager leads the Service Reporting function within Technology Products and Operations (TP&O), providing strategic oversight of service performance reporting, governance and analytics.

The role is responsible for leading a team of Service Reporting Analysts to deliver accurate, insightful and timely management information that supports operational and strategic decision-making.

Acting as a key partner to senior management, the role holder is accountable for establishing effective performance governance across Technology Products & Operations (TP&O), driving service improvement through data-driven insights, and ensuring service owners, operational teams and suppliers are held accountable for performance against agreed targets, KPIs and service levels.

Lead, develop and manage a team of Service Reporting Analysts, fostering a high-performing, customer-focused and data-driven culture.

Own and drive the Service Performance Management framework across Technology Services, ensuring effective governance,accountability and continuous improvement.

Lead service performance review forums with senior stakeholders, service owners and suppliers, providing insights and recommendations to improve operational performance.

Accountable for the delivery of accurate,timelyand insightful service performance reporting and strategic analysis, providing senior management with actionable insights, trends,risks,opportunities and recommendations to support decision-making.

Own and continuously develop the reporting capability, including Power BI dashboards, reporting solutions, datasets,dataflowsand reporting architecture, ensuring reliability, scalability, innovation and alignment with business requirements and industry best practice.

Establish andmaintainreporting governance, data quality standards,documentation and knowledge management practices, ensuring management information is accurate, auditable, trusted and consistently applied across the service towers.

Drive continuous improvement initiatives through data analysis, trend identification, reportingautomationand operational performance insights.

Build andmaintainstrong relationships with senior stakeholders across Technology,suppliers and business areas, influencing decision-making through data-driven insights.

Ensure reporting capabilities, tools,processes and standards continue to support organisational objectives, operationalexcellenceand service improvement.

Strong leadership and people management skills with experience leading multi-skilled analytical teams. (Essential)

Excellent senior stakeholder management and influencing skills. (Essential)

Strong presentation and communication skills, including presenting complex…