Service Performance Manager

The Bridge (IT Recruitment) Ltd
City Of London
Up to £55,000
19 Oct 2016
18 Nov 2016
Contract Type
Service Performance Manager


Based in London City

Up to £55,000 + benefits


The successful candidate will be responsible for establishing and delivering the medium to long term service improvement programme. They will review the Service and Asset performance data to establish medium to long term trends and correlations. Report on the conclusions of the data analysis to the external customer and internal stakeholders and recommend a plan to improve service performance. This role is also responsible for the delivery of the agreed improvements, working with Engineering and Project Managers and reporting on the success of this management process.

KEY DUTIES AND RESPONSIBILITIES (May be required to perform additional duties):

- Review, analyse and understand the operational context of Asset Performance and BI reports and identify trends and correlations (causal relationships between performance metrics).
- Identify errors in reported data before it is presented to stakeholders.
- Accountable for the accuracy of the period asset report, which is delivered to customers.
- In conjunction with the operational management team, seek continuous opportunities to reduce operating costs.
- ARQ (Bug fixes) monitoring, reporting and driving through engineering teams working with other Project Managers.
- Managing end to end, continuous improvement of projects and promote a culture of continuous improvement, using management information to drive efficiencies and improvements throughout the Service Delivery Team.
- Evaluate whether agreed improvement activities have delivered the expected outputs and provide transparency on asset performance.
- Drive a performance management culture, undertaking productivity and benchmarking analysis to understand and influence performance
- Contribute to SLA performance review and performance reporting. Work closely with the Customer Services Team and the Service Managers to ensure issues arising are dealt with in a timely manner in accordance with contractual commitments.



KEY REQUIREMENTS (Skills, knowledge, qualifications and experience)

- Good standard of education ideally degree educated in a numerate subject: Engineering/Maths/Science/Business



- Performance Management experience
- Data Analysis experience
- Project Management
- Strong Microsoft Excel skills
- Sound Mathematical Ability with deductive reasoning and a high level of accuracy in work processes.
- Proven analytical ability and report writing skills.
- Experience of working cross-functionally with multi-disciplinary teams (Matrix Management).


- Extensive management experience within a B2B OEM customer service environment
- Experience working in a technical environment ideally field engineering staff management experience.
- Experience of transport sector.
- Knowledge of processes and procedures relating to Automated Fare Collection.