General Manager - Sponsored Services

Location: Palestra, Surface Trading - TTL Div

Company: TfL, GLA or OPDC

General Manager Sponsored Services (with accountability for the Cycle Hire Scheme, London River Services and London Cable Car), Transport for London Ref 5226

Driving strategic leadership and exceptional customer experiences across London's transport services. Reporting into Director of Sponsored Services and Regulatory Compliance (SS&RC)

Contract: Permanent

Vacancy Type: Full time

About us

London’s transport shapes the lives of millions. Transport for London (TfL) is one of the world’s best-known and most successful integrated transport authorities. Sponsored Services and Regulatory Compliance (SS&RC) is a newly formed directorate and brings together a unique portfolio of transport, leisure and mobility services that complement London’s wider transport network. These services include the Cable Car, London River Services, Cycle Hire, Woolwich Ferry, eScooter trial and regulation of services including Taxis, Private Hire Vehicles, Pedicabs, and other emerging modes. While each service has its own distinct purpose and customer base, they share a common focus on delivering safe, reliable and accessible travel experiences that support TfL’s vision for a greener, more connected London.

About the role

This is a diverse business area encompassing three of London’s most recognisable transport and visitor service offerings. You will lead the long-term vision, business strategy, and performance of the Cycle Hire Scheme, London River Services, London Cable Car, and a dedicated Business Development team. Responsible for driving continuous improvement in safety, security, operations, customer experience, and financial performance, you will deliver demand growth and revenue generation while ensuring alignment with TfL’s Business Plan, wider policy ambitions, and Mayoral priorities. You will encourage a culture of high performance, accountability, and inclusion, developing leadership capability across your teams and maintaining strong relationships with employees, trade union representatives, and key partners. Reporting to the Director of Sponsored Services and Regulatory Compliance, you will work closely with colleagues across the directorate, TfL Operations, and corporate functions. Operating in a politically and commercially sensitive environment, you will engage with a wide range of stakeholders, including government bodies, the Greater London Authority, London Assembly Members, sponsors, industry authorities, contracted operators, local businesses, and commercial partners. Working collaboratively, you will build strong relationships to enhance service delivery, drive innovation, and manage complex operational, commercial, and reputational challenges. You will lead on high-profile issues, represent TfL in media interviews and senior stakeholder forums, and provide briefings to the Commissioner, Chief Operating Officer, senior executives, and political representatives. Leading a portfolio of customer-facing transport services and a Business Development team, you will oversee commercial performance, growth strategies, and future operating contract procurements to maximise value for money, support sustainable growth, and ensure compliance with statutory, regulatory, and safety obligations. You will also act as Senior Responsible Owner for major capital projects and programmes, establishing effective governance and delivering measurable business benefits.

About you

You will be an experienced senior leader with a proven track record of managing high-profile, customer-facing transport, leisure or visitor attraction operations, with accountability for operational performance, commercial outcomes, safety, engineering and service delivery. You'll bring significant experience of leading complex operational businesses within a regulated environment, ensuring compliance with legislative, health and safety, and governance requirements while delivering excellent customer outcomes. A commercially astute leader, you will have substantial experience developing and delivering business strategies, revenue growth initiatives, marketing plans and operational improvements that drive sustainable performance and value for money. You will have experience managing significant operating budgets and income streams, with accountability for annual operating expenditure and annual revenues of multiple £millions, ensuring robust financial control, commercial performance and delivery of business objectives. You will also possess strong commercial, financial and negotiation skills, alongside experience managing large-scale contracts, procurement activities and sponsorship arrangements to achieve strategic outcomes. Operating confidently at an executive level, you will be skilled at influencing and engaging a wide range of senior stakeholders across both the public and private sectors. With strong political awareness and exceptional communication skills, you will be comfortable representing the organisation in high-profile meetings, media interviews and presentations, and able to navigate complex reputational, operational and commercial challenges. You will have extensive experience leading teams through change and continuous improvement, creating high-performing, inclusive cultures where people can thrive. As an inspiring people leader, you will demonstrate the ability to build trust, develop leadership capability, engage effectively with employees and trade union representatives, and motivate diverse teams to achieve outstanding results. Educated to degree level, or with equivalent experience, you will bring a strong understanding of transport operations, public sector governance, commercial management and customer-focused service delivery.

Equality, diversity, and inclusion

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.

Vetting Process

At Transport for London, safety, trust and fairness sit at the heart of how we recruit. Our Vetting Charter explains the checks we may carry out before you join us, helping ensure we create a safe, inclusive and reliable network for everyone who depends on our services. We simply ask that the information you provide is honest and accurate so we can progress your application smoothly.

VISA Sponsorship

All offers of employment are subject to satisfactory right-to-work checks. Candidates must be able to demonstrate their right to work in the UK. At the present time TfL is unable to offer visa sponsorship for this role.

Hybrid Working

Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4-week period. Hybrid working arrangements can evolve subject to business requirements. In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the level of role and business area but mostly include:

• Final salary pension scheme.
• Free travel for you on the TfL network.
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket.
• 30 days annual leave plus public and bank holidays.
• Tax-efficient cycle-to-work programme.
• Retail, health, leisure and travel offers.
• Discounted Eurostar travel.
• TfL employees can access electric vehicles through salary sacrifice, making them more affordable.

Terms and conditions: NPL Applications

Applications to internally advertised roles can only be accepted from temporary workers who are on PAYE terms via agency, or PAYE via Umbrella Companies. Temporary workers who are paid through their own limited companies are not covered by the Agency Worker Regulations and are ineligible to apply. NPL members of staff are not eligible to apply to secondment opportunities.