At a Glance
- Tasks: Lead operational management for a major public transport revenue collection service.
- Company: Join a dynamic team focused on innovative public transport solutions.
- Benefits: Competitive salary, career growth, and opportunities to make a real impact.
- Other info: Collaborative environment with a focus on continuous improvement and staff development.
- Why this job: Shape the future of public transport while enhancing your leadership skills.
- Qualifications: 15+ years in operations management with strong leadership and communication skills.
The predicted salary is between 60000 - 75000 £ per year.
We are seeking an experienced Service Delivery Senior Manager to lead the overall operational management and performance of a revenue collection service delivered under a major public transport programme.
This role will provide leadership across several operational functions, including back office system support, fraud management, sales and revenue operations, base data management, IT operations, and service tool integration.
The Service Delivery Senior Manager will ensure all operational services are delivered in line with contractual obligations, service level agreements, and governance frameworks, while maintaining a strong focus on service reliability, revenue integrity, operational efficiency, and continuous improvement.
This role will act as a key operational interface with the client and stakeholders, ensuring effective service delivery and alignment with wider programme objectives.
Key Duties Include:
- Provide leadership and oversight for a large-scale revenue collection back office operational service delivery function, including:
- Back office system support
- Fraud reduction management
- Sales and revenue operations
- Base data management
- IT operations
- Service tool integration
- Ensure effective coordination across operational teams to maintain stable, reliable, and efficient service operations.
- Establish operational governance, processes, and performance management mechanisms across all operational areas.
- Ensure services are delivered in accordance with contractual obligations and agreed performance indicators.
- Monitor service performance and operational metrics to ensure service stability and continuous improvement.
- Lead incident management, operational issue resolution, and service recovery where required.
- Oversee operational readiness for new system capabilities, changes, or service improvements.
- Ensure the integrity and accuracy of revenue collection operations, including oversight of fare media management, sales channels, transaction processing, and revenue reconciliation processes.
- Oversee fraud prevention and detection mechanisms to minimise revenue loss and operational risk.
- Oversee the operational support of back office systems and supporting IT infrastructure.
- Ensure service tools and operational platforms are properly implemented, integrated, and maintained.
- Act as a senior operational point of contact with the client and key stakeholders.
- Lead operational discussions with the client regarding service performance, operational improvements, and issue resolution.
- Support programme governance forums and service review meetings.
- Provide operational reporting and insights to senior management and stakeholders.
- Provide leadership and direction to operational managers and teams.
- Ensure clear accountability, responsibilities, and performance expectations are established.
- Promote a culture of collaboration, operational excellence, and continuous improvement.
- Support staff development and capability building across operational teams.
Requirements:
- Bachelor’s degree in Engineering, Information Technology, Business, or a related discipline.
- Minimum 15 years’ experience in back office technology, service delivery, operations management, or IT operations.
- Proven experience managing complex operational services within large-scale programmes or managed service environments.
- Strong experience leading multidisciplinary operational teams.
- Experience managing services under SLA-driven contracts.
- Strong understanding of IT service management and operational processes.
- Demonstrated experience in stakeholder management within complex, multi-party environments.
- Excellent leadership, communication, and decision-making capabilities.
Service Delivery Senior Manager (Operations) in London employer: Tiger Resourcing Group
As a leading employer in the public transport sector, we pride ourselves on fostering a collaborative and innovative work culture that prioritises employee growth and development. Our Service Delivery Senior Manager role offers the opportunity to lead impactful operational functions while benefiting from comprehensive training programmes, competitive remuneration, and a commitment to work-life balance in a dynamic environment. Join us to make a meaningful contribution to enhancing public transport services and enjoy the unique advantages of working in a vibrant location.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Senior Manager (Operations) in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Service Delivery Senior Manager role. You never know who might have the inside scoop on an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its operations. Understand their service delivery model and think about how your experience aligns with their needs. This will help you stand out as a candidate who truly gets what they’re all about.
✨Tip Number 3
Showcase your leadership skills during interviews. Be ready to share examples of how you've successfully managed operational teams and improved service delivery in the past. This is your chance to shine and demonstrate that you can lead effectively!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Service Delivery Senior Manager (Operations) in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Delivery Senior Manager role. Highlight your experience in operations management, especially in revenue collection and service delivery. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of your leadership in operational functions and how you've driven continuous improvement in past roles.
Showcase Your Achievements:Don’t just list your responsibilities; showcase your achievements! Use metrics and examples to demonstrate how you’ve improved service reliability or operational efficiency in previous positions. We love numbers that tell a story!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss any important updates from us. Let’s get started on this journey together!
How to prepare for a job interview at Tiger Resourcing Group
✨Know Your Stuff
Make sure you thoroughly understand the key duties of a Service Delivery Senior Manager. Brush up on your knowledge of back office systems, fraud management, and operational efficiency. Being able to discuss these topics confidently will show that you're serious about the role.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led multidisciplinary teams or managed complex operational services. Highlight how you’ve driven continuous improvement and maintained service reliability, as this is crucial for the role.
✨Understand the Client's Needs
Research the company and its public transport programme. Be ready to discuss how you can align operational services with their objectives and improve service delivery. This shows that you’re proactive and client-focused.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's operational governance and performance management mechanisms. This not only demonstrates your interest in the role but also gives you a chance to assess if the company aligns with your values and career goals.
