Job Purpose
The Service Delivery Manager (SDM) (Surface) works within a team of peers alongside business architects and (Senior) Product Managers. You will support the team by bringing together stakeholders from across TfL will work closely with members across T&D Surface.
You might be focussing on supporting the technology to deliver our Roads Modernisation Plan to improve the vital road network for London or helping to deliver new vehicle tracking and service control technology for Europe’s largest metropolitan Bus Network. You could be championing air quality, safer streets or be working to improve the operational performance of our cycle, Overground, DLR, Trams or Bus services. 
The Service Delivery Manager (SDM) will work closely with the Senior Service Delivery Manager (SSDM) to ensure  
•    Service Levels are maintained to support delivery outcomes for specific Surface work streams (e.g. iBus)
•    Service Levels are maintained for specific Surface Services.
•    Responsible for client delivery to Surface Services of T&D Projects, ensuring projects are delivered to time, quality & budget.
Being a catalyst for business change: kick starting projects, initiatives and proof of concepts (e.g. London Reporting Database)

Key Accountabilities

1.    As client representative and focal point for T&D work packages, ensure that work packages,  are completed safely, to specification, on time, within financial targets and with the minimum disruption to existing work in accordance with the TfL Programmes & Projects Methodology and relevant project delivery standards, ensure intended business benefits are delivered and sustained.
2.    Manage and be accountable for the specification, resourcing, skill requirements and delivery of multiple work packages, business as usual project/s, feasibility studies and proof of concepts. Work packages vary in size and number. (see financial impact).
3.    For defined projects & programmes and working in collaboration with the Senior Service Delivery Manager (SSDM), including processes, documentation and sign off to ensure projects are delivered to quality, time & budget. 
4.    Create technical, software and infrastructure specifications and be accountable for the delivery of the technology requirements for Buses and the requirements of other TfL departments and key stakeholders to ensure deliverables are fit for purpose and ‘blueprints’ for future delivery are created.  
5.    Build and maintain effective working relationship with key external an internal stakeholder (see key interfaces) to facilitate timely and successful delivery of initiatives.
6.    Budget, track and forecast work package and project expenditure in line with Surface Transport business planning processes.  Explore further funding opportunities both internal and external to ensure maximisation of benefits to passengers.
7.    Analyse project delivery and operational performance, identifying improvements to productivity, efficiency and effectiveness and work with PPD and Operations to continuous implement improvements. 
8.    Identify and, together with the Contracts Performance Manager, action commercial opportunities arising from contract reviews and/or renewals to ensure TfL receive best value for money.

Financial Impact

•    Managing budgets of up to £5m
•    Resourcing of up to ten discreet work packages, multiple work orders, contract changes and service enhancement work with internal and external resources
•    Planning of services deliverables and selection of delivery criteria
•    Contracting and purchasing (within authority level)

Key Interfaces
The role is required to work with and liaise with managers across TfL 
•    T&D,
•    Procurement, 
•    Commercial, 
•    Finance, 
•    Operations, 
•    Asset Ops  
and others and supplier organisations such as
•    iBus (Trapeze)
•    Radio (Tait)
•    Countdown suppliers (telent, IVU, Mblox, Trueform, ACIS)
•    System suppliers (MDV, Hyperion, BMC etc)
•    Bus Operators
•    Mobile Operators (Airwave, O2, EE, Vodafone, Easynet etc) 
and others

Skills

•    Excellent inter-personal and communication skills and the ability to interact with a broad range of people both within the organisation and externally is essential
•    Highly driven individual with strong organisational skills is essential 
•    Good problem-solving and analytical skills with a keen eye for detail is essential
•    Ability to make rational decisions gauging their short- and long-term consequences is essential
•    Ability to work as an effective member of a small multi-disciplined team is essential
•    Ability to effectively manage a varied workload of competing priorities is essential
•    Be able to work unsupervised and use initiative to deal with urgent issues is essential
•    Excellent numeracy and written skills and the ability to draft high-level documents including correspondence, reports, and presentations is essential
•    A sound knowledge of performance, data and information management
•    Able to communicate at all levels of the organization

•    Sound working knowledge of MS Word, Excel, PowerPoint, Project and Outlook is essential

Knowledge
•    Comprehensive knowledge and understanding of project and programme management, governance, methodologies and their practical application in a transport setting is essential.
•    Comprehensive knowledge and understanding of project controls tools and techniques, such as project budgeting, procurement processes and contract management is essential
•    Professional Qualification in Project Management, e.g. PRINCE2, Association of Project Management Professionals (APMP) advantageous.
•    Certificate in IT Service Management (ITIL) or relevant service management experience is desirable.
•    A good understanding of relationship between functional business areas and the capability of the supporting IT system to achieve overall business goals is essential
•    Awareness of IT networks and how systems interface is desirable
•    Good understanding of TfL objectives is essential
•    An understanding of the safety legislation and principles of safety management in passenger transport is desirable
•    Educated up to Degree standard or equivalent (desirable) or equivalent qualification is essential

Experience

•    Evidence of successfully matrix managing a team is highly desirable
•    Experience of performance managing suppliers is essential
•    Ability to organise work and resources to deliver on aggressive quantitative and qualitative targets is essential
•    Substantial experience of planning and prioritisation in an operational environment is essential
•    Proven ability to manage budgets and resources is essential
•    Substantial experience of managing stakeholders in a complex environment is essential
•    Experience of transport sector and/or an efficient public sector environment is advantageous
•    Proven work package delivery track record, ideally in technology-based environment is essential
•    Experience in making complex decisions to influence successful delivery
•    Good knowledge of the software development lifecycle and system analysis is highly desirable
•    Experience and knowledge of system / acceptance testing is essential
•    Experience of procuring a software product is desirable
•    Experience of managing 3rd party suppliers of IT and / or software applications is essential
•    Experience in delivering high quality work to fixed deadlines within a customer led organisation 
•    Experience in developing and maintaining effective relationships within a highly political environment