About us

At TFL, we support 31,000 users across the SAP HR Landscape. We utilise cutting edge technology in the space such as SAP Success Factors, SAP Arriva, and SAP Cloud Solutions to support our business.  

About the Role

You’ll be accountable for directing service delivery by leading a multi skilled professional team ensuring optimisation of commercial arrangements, reducing TCO and ensuring compliance with SAP recommended best practice. You’ll provide direction, leadership, and technical support to the internal SAP team and support the Senior Service Performance Manager.

This is essentially a team management role and it is a key requirement in order to be successful that the applicant has strong experience in this area.

You will be responsible for the delivery of all Level 2 services within their portfolio as escalated from Level 1 Service Operations function, which includes; - a portfolio of 1500+ applications across business areas on average costing over £200m+ within each Service Owner. 

Key Accountabilities:

•    Responsible for leading a multi-skilled team of 6-8 service analysts to ensure consistent service delivery across TfL.

•    Responsible for leading the delivery of services 24*7, including resource planning across their portfolio of services and managing all suppliers to the agreed service level targets to deliver the business outputs required. Assist the Senior Service Performance Manager in shaping the portfolio

•    Responsible for leading on relationships with senior stakeholders in relation to the services provided, examining any future business changes in demand, the financial impact and mitigating risks for the services within their portfolio

•    Responsible on leading and overseeing the end to end costs of services across their portfolio ensuring that services are achieved cost effectively and continue to meet the business requirements over the next two years

•    Responsible for directing the team to identify usage, trends, capacity and asset lifecycle management for all services under their control representing this information to future business strategies.

Knowledge: (Essential  E, Desirable - D)

•    SAP Qualified in either SAP HCM, SAP Payroll or SAP Success Factors Modules E

•    Bachelor’s or Master’s Degree in Computer Science, Information Systems, or other related discipline (or corresponding professional experience) E

•    ITIL V3 Service Management certification E

•    Knowledge and experience of the provision of effective technical support services to a complex, real-time, multi-site operation E

Very good Knowledge of SAP, Enterprise Resource Planning and Asset Management systems. E

•    Broad Knowledge of development, DevOps & Project methodologies (including Prince2, PMM, PMI) D

•    Knowledge of cloud computing service models, such as SaaS, PaaS, IaaS. E

•    Knowledge and experience of IT applications in public transportation and its business environment D

•    Financial processes (including project authorisations and budgeting) D

•    Commercial management best practice to ensure effective supply chain arrangements to deliver value, quality and reliability E

•    Coaching and leading matrix teams. E

Skills:

•    This is a team management role and strong team management skills are essential to this role    

• Proven ability to influence and collaborate at a senior leader level, e.g. experience of presenting at business forums and leading service reviews with senior management E

•    Proven ability to manage interactions between suppliers, internal teams and customers necessary to reliably deliver quality technology service performance within large-scale, complex operating environments. E

•    Proven analytical skills to interpret complex data and make or influence appropriate business decisions E

•    High level of commercial acumen able to manage commercial activities that deliver significant value D

Experience:

•    Extensive experience of technology and services in a complex, multi-site, organisation D

•    Extensive experience of interacting and negotiating at Business Director level, both internally and with third parties D

•    Demonstrable success in continual process improvement E

•    Proven team leadership experience with a focus on driving a culture of customer service E

•    Broad knowledge of Technology and Data Services. D

•    Significant hands on experience in providing technical and functional support in but not limited to SAP HCM, Payroll (GB), SAP Success Factors E

The closing date for this advert is Sunday 9th January 2022 at 23.59

Excellent Benefits include: 

• Award Winning Work Life Balance

• Final salary pension scheme

• Free travel for you on the TfL network 

• A 75% discount on National Rail Season Ticket and interest free loan 

• 30 days annual leave plus public and bank holidays 

• Private Healthcare 

• Tax-efficient cycle-to-work programme 

• Retail, health, leisure and travel offers 

• Discounted Eurostar travel

Additional Information 

Please apply by using your CV and a covering letter. Please think carefully about the skills, knowledge and experience outlined in the job description and ensure your application reflects the requirements of the role. 

If you are shortlisted you will be invited to take part in a Video interview. We endeavour to give candidates as much notice as possible however some interviews/ assessments will be organised at short notice and will require a degree of flexibility. We reserve the right to close the application window early if we receive a high volume of suitable applications. 

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.