Service Performance Manager

Front Office Service Performance Manager

We are seeking a Front Office Service Performance Manager to join our team. This pivotal role involves managing major supplier relationships and overseeing the performance of systems and devices used for revenue collection across various Transport Modes. This includes ticket and card vending machines, passenger gates, and other related devices across multiple transport lines .Ideally you will have Public Transport experience

Required Skills & Qualifications:

• Proven experience in service and contract management with third-party suppliers.
• Strong ability to manage supplier relationships and ensure compliance with contractual obligations.
• Excellent communication and influencing skills.
• Ability to work effectively within a team and manage multiple stakeholders.
• Strategic thinker with a focus on continuous improvement.
• Experience in a similar role within a large, complex organisation is highly desirable
• ITIL V3 / 4 Service Management certification -
• Broad knowledge of software development, DevOps & Project Management methodologies (including Prince2, PMM, PMI) -
• Knowledge of the provision of effective technical support services to a complex, multi-site operation -
• Knowledge of Enterprise Resource Planning and Asset Management systems. -
• Knowledge of cloud computing service models, such as SaaS, PaaS, IaaS. -
• Knowledge IT applications in public transportation and its business environment & Knowledge of ITSM Tools. -
• Financial processes (including project authorisation) -
• Commercial management best practice to ensure effective supply chain arrangements to deliver value, quality and reliability

  Day-to-day of the role:

• Oversee the performance of a key client supplier to ensure they meet their obligations in delivering mission-critical revenue collection systems.
• Ensure contractual compliance in terms of Service and Asset Management.
• Participate in periodic compliance activities and continuous service improvements.
• Produce periodic reports and manage incidents, problems, and changes as they arise.
• Collaborate with senior management and other stakeholders to align the team’s activities with the clients strategic needs.
• Maintain effective communication and influence across all levels of the organisation to ensure the best outcomes for  the clients revenue systems.

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.