Performance Assurance Manager
On-siteLondon, England, United Kingdom
Job Summary
Manage and oversee the Contractor's obligations in relation to Performance Assurance, ensuring compliance with the Performance Assurance regime, Performance Assurance Plan, and relevant contractual requirements. Own the operational coordination of Performance Assurance activities across the service, ensuring that performance obligations, assurance controls, evidence requirements, and governance inputs are clearly defined and actively managed. Oversee the accuracy, completeness, and integrity of asset and performance data used in governance, service reporting, and performance assurance decision-making. Coordinate with Service Management, Asset Management, Technical, and Operational teams to confirm that asset lifecycle, residual life, obsolescence, maintainability, and value-for-money considerations are properly assessed and reflected in assurance activities. Lead or coordinate the investigation of asset performance issues, ensuring that root causes, impacts, corrective actions, improvement initiatives, and follow-up evidence are documented, tracked, and governed to closure. Trigger Performance Assurance processes where contractual performance concerns, asset condition risks, data quality issues, or service degradation are identified, ensuring appropriate visibility to the client and internal senior management. Maintain clear records, dashboards, action trackers, and assurance evidence to demonstrate compliance with performance assurance obligations and to support auditability, governance transparency, and client confidence.
Required Qualifications
- Bachelor's degree in Engineering, Information Technology, Business, Transport Systems, Asset Management or a related discipline
- Minimum 10 years of experience in performance management, service assurance, asset management, service delivery, operations management or IT service management within complex technology or managed service environments
- Proven experience managing contractual performance obligations, KPIs, service levels, assurance regimes or performance improvement plans in an SLA-driven environment
- Experience with service management frameworks such as ITIL
- Experience with enterprise service management, asset management or reporting tools such as Maximo, ServiceNow, Power BI or equivalent platforms
- Strong understanding of asset lifecycle management, configuration management, obsolescence management, residual life monitoring and value-for-money assessment principles
- Experience working with service performance data, operational metrics, reporting packs, dashboards and governance evidence in a structured and auditable manner
- Strong knowledge of IT service management and operational governance, including incident, problem, change, service review, performance reporting and continuous improvement interfaces
- Demonstrated ability to coordinate across technical, operational, commercial and client-facing teams in a complex multi-party environment
- Excellent analytical, communication, stakeholder management and decision-support capabilities, with the ability to translate complex performance data into clear management insight
- Strong attention to detail and ability to maintain robust assurance records, action trackers, issue logs, evidence packs and governance outputs
Desired Qualifications
- Experience working in public transport, ticketing, revenue collection, fare collection or safety/mission-critical operational services
- Experience supporting large-scale public sector clients or transport authorities
- Experience in large technology transition, service transition, operational readiness or multi-supplier service environments
- Experience preparing or managing Performance Assurance Plans, Asset and Configuration Management Plans, service assurance reports or contractual performance evidence packs
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