Back Office Service Performance Manager

Back Office Service Performance Manager - IT Systems

We are seeking a Service Manager to lead the management of IT Systems associated with fare collection at our Transport client. This role involves working closely with a major client supplier to ensure the effective operation of systems processing Payment Card transactions, journey processing, and revenue collection. The successful candidate will play a crucial role within a team dedicated to managing the entire revenue collection system, aiming to maximise the clients revenue and minimise risks. Ideally you will have public transport experience

Required Skills & Qualifications:

• Foundation knowledge of the ITIL V4 framework.
• Overview knowledge of Enterprise IT Systems and architecture.
• Strong practical overview working knowledge of technology and systems such as MS Azure, Windows Server, Redhat Linux (deep-dive technical knowledge not required).
• Excellent negotiation and interpersonal skills.
• Ability to lead and motivate a team to deliver high-quality business improvements.
• Proven ability to build relationships with key stakeholders and communicate complex functional issues clearly.
• Knowledge of process design methodologies (desirable).
• Understanding of the public transport industry (desirable).

Day-to-day of the role:

• Ensure daily that a key  supplier is meeting their obligations to deliver mission-critical IT systems.
• Assist with contractual compliance and manage continuous service improvements.
• Feed into periodic compliance activities and produce periodic reports.
• Manage incidents, problems, and changes effectively.
• Work alongside key internal and external programme teams to govern overall improvements and ensure service transitions occur seamlessly.
• Collaborate with senior management and other stakeholders to align the team’s activities with clients strategic needs.
• Develop, coach, and mentor staff and managers, ensuring they are equipped to conduct their activities.

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To apply for the Front Office Service Performance Manager position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.