Service Reporting Manager

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Key Information

Job title: Service Reporting Manager

Salary: £65,000 - £75,000 (dependant on skills & experience Grade: Band 3

Contract type: Permanent Reference: 5705

Team: Service Operations Directorate:TfL Corporate

All offers of employment are subject to satisfactory right‑to‑work checks, and candidates must be able to demonstrate their legal right to work in the UK. In certain circumstances, TfL may be able to sponsor Skilled Worker visas for roles and individuals that meet the required eligibility criteria, including those covered by transitional rules. Further details can be found here: Our response to visa sponsorship changes.

Role Purpose

The Service Reporting Manager leads the Service Reporting function within Technology Products and Operations (TP&O), providing strategic oversight of service performance reporting, governance and analytics.

The role is responsible for leading a team of Service Reporting Analysts to deliver accurate, insightful and timely management information that supports operational and strategic decision-making.

Acting as a key partner to senior management, the role holder is accountable for establishing effective performance governance across Technology Products & Operations (TP&O), driving service improvement through data-driven insights, and ensuring service owners, operational teams and suppliers are held accountable for performance against agreed targets, KPIs and service levels.

Key Accountabilities

Lead, develop and manage a team of Service Reporting Analysts, fostering a high-performing, customer-focused and data-driven culture.

Own and drive the Service Performance Management framework across Technology Services, ensuring effective governance,accountabilityand continuous improvement.

Lead service performance review forums with senior stakeholders, service owners and suppliers, providing insights and recommendations to improve operational performance.

Accountable for the delivery ofaccurate,timelyand insightful service performance reporting and strategic analysis, providing senior management with actionable insights, trends,risks,opportunitiesand recommendations to support decision-making.

Own and continuously develop the reporting capability, including Power BI dashboards, reporting solutions, datasets,dataflowsand reporting architecture, ensuring reliability, scalability, innovation and alignment with business requirements and industry best practice.

Establish andmaintainreporting governance, data quality standards,documentationand knowledge management practices, ensuring management information isaccurate, auditable, trusted and consistently applied across the service towers.

Drive continuous improvement initiatives through data analysis, trend identification, reportingautomationand operational performance insights.

Build andmaintainstrong relationships with senior stakeholders across Technology,suppliersand business areas, influencing decision-making through data-driven insights.

Ensure reporting capabilities, tools,processesand standards continue to support organisationalobjectives, operationalexcellenceand service improvement.

Key Skills

Strong leadership and people management skills with experience leading multi-skilled analytical teams. (Essential)

Excellent senior stakeholder management and influencing skills. (Essential)

Strong presentation and communication skills, including presenting complex performance insights to senior leadership audiences. (Essential)

Advanced analytical and problem-solving capabilities. (Essential)

Ability to translate complex technical and operational data into meaningful business insight. (Essential)

Strong governance and performance management skills. (Essential)

Ability to drive accountability and challenge constructively to improve operational outcomes. (Essential)

Strong planning,prioritisationand delivery management skills. (Essential)

Knowledge

Advanced knowledge of Microsoft Excel and data analysis methodologies. (Essential)

Advanced knowledgeofdata visualisationtools, preferably Power Bi. (Desirable)

Knowledge working with SQL queries (Essential)

Strong understanding of IT Service Management (ITSM) processes including Incident, Problem, Change and Service Request Management. (Essential)

Knowledge of Service Performance Management frameworks, KPIs, SLAs and operational governance. (Essential)

Knowledge of data governance, reporting standards and management information best practice. (Essential)

ITIL Foundation or higher qualification. (Desirable)

Knowledge of Agile delivery methodologies. (Desirable)

Experience

Proven experience leading reporting,analyticsor performance management functions within a large and complex organisation. (Essential)

Experience presenting operational and strategic performance information to senior leadership teams. (Essential)

Experience establishingand managing service performance governance forums and performance review processes. (Essential)

Experience using service data to drive measurable service improvements and operational outcomes. (Essential)

Experience working within Technology Operations, IT ServiceManagementor a similar service-focused environment. (Essential)

Experience delivering Power BI reporting solutions and performance dashboards. (Desirable)

Equality, diversity and inclusion

We are committed to equality, diversity and inclusion and aim to reflect the diverse communities we serve. We believe that a diverse workforce enables us to deliver better services and outcomes. Our goal is to make our recruitment as inclusive as possible. As a Disability Confident Leader, we actively encourage applications from disabled people. As part of the Disability Confident scheme, we aim to offer an assessment or interview to candidates who apply via the scheme where the minimum essential criteria for skills, knowledge and experience has been met. In some circumstances, it may not be practical to offer an interview or assessment to every candidate who applies through the scheme and meet the minimum essential criteria; in these situations, we select candidates who best meet the minimum criteria for the job rather than interviewing all who meet them.

Across all recruitment activity, we recognise that selection methods may vary depending on the nature and scale of the campaign and will be applied fairly, consistently and proportionately in line with our Disability Confident commitments.

We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair .

Benefits

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the level of role but mostly include the below:

• 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
• TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
• Private healthcare discounted scheme (optional)
• Tax-efficient cycle-to-work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel

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.

We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.

Vetting Process

At Transport for London, safety, trust and fairness sit at the heart of how we recruit. Our Vetting Charter ( https://tfl.gov.uk/corporate/careers/our-vetting-process ) explains the checks we 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. If something doesn’t match or can’t be verified, we may not be able to move forward with yourapplication,but we’ll always treat you with transparency,respect,and clear communication throughout.