Service Delivery Manager

Overview

In this role you will lead the delivery of TfL Connect O&M services, ensuring contractual compliance, performance and margin targets while sustaining high customer satisfaction. You will guide a large O&M team, coordinate with TfL and internal stakeholders, and drive governance, reporting and continuous improvement. The role combines commercial acumen with service delivery leadership to ensure safe, efficient operations. It offers growth within a global, inclusive rail technology group and exposure to major contracts.

Pay / Benefits

• flexible working arrangements (hybrid)
• training and development opportunities
• internal progression across global organisation
• mentoring by industry experts
• inclusive and supportive work environment
• focus on health and wellbeing

Responsibilities

• Establish baseline scope, budget and schedule for accurate execution tracking
• Implement contract-compliant execution plan
• Deliver budgeted revenue, margin, cash and OTD against targets
• Develop and maintain commercial strategy with client and sub-contractors
• Manage risks and opportunities to optimize outcomes
• Ensure resources and facilities are in place with forecasted needs and oversee the team
• Stakeholder management with internal peers and seniors
• Provide and maintain Service File documentation for clear deliverables
• Plan and lead change management, including customer change requests and pricing negotiations
• Maintain stakeholder communication plans and governance
• Deliver internal/external reports per business requirements
• Ensure adherence to corporate policy, processes and risk management
• Track responses to SLA performance and service credits to maintain high SLA levels
• Conduct regular customer satisfaction feedback and address trends
• Support process improvements and cross-contract learnings
• Collaborate with Business Winning to pursue opportunities beyond current scope
• Provide day-to-day leadership of the matrix team
• Contribute to team goals aligned to contract and business

Key requirements

• Strong commercial and contractual awareness
• Senior-level customer and stakeholder management
• Experience leading through matrix management structures
• Knowledge of KPI, SLA and service performance management
• Strong project and change management capability
• Experience driving operational performance and continuous improvement
• Proactive, initiative-taking mindset
• Excellent communication and interpersonal skills

• Problem solving
• Self-motivated and self-aware
• Ability to work both independently and in a team
• Commercial and contractual awareness
• Stakeholder management at senior level
• KPI and SLA management

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