Senior Operational Delivery Manager

Overview of project/role

Transport for London’s Road User Charging (RUC) team sits at the centre of how the capital manages congestion, improves air quality, and keeps the city moving. Overseeing major schemes such as the Congestion Charge, ULEZ and TUC, the business area delivers and evolves the systems, policies and digital services that support cleaner travel and reduce traffic across London. With citywide ULEZ expansion and ongoing updates to charging policy, RUC is a dynamic, fast-paced environment shaping the future of sustainable transport.

We’re looking for Senior Operations Delivery Manager who is dynamic, resourceful and fully engaged with tackling new challenges and an evolving portfolio of change to join our leadership team.

This role will lead on various operational delivery activities and contract procurement/management activities across all of RUC services. You’ll ensure that TfL’s RUC schemes and services are delivered in line with TfL’s business plan and performance scorecard, while also ensuring that excellent operational standards and customer services are delivered across all existing schemes and any new services and schemes.

This role involves travel and working from multiple locations across the UK

• Deliver and manage effective, high quality customer-focused services through the implementation and management of operational policy, and the management of effective, efficient, risk-based contractor and Service Provider monitoring regimes.
• Effectively manage and lead on relevant Operational Work streams, ensuring sufficient, suitably knowledgeable Subject Matter Expert (SME) resource is allocated at all times to the project.
• Manage and lead on the procurement of services and act as the key point of escalation regarding operational issues and key decisions required during the delivery and transition of projects to the operation.
• Working with colleagues, including, Commercial and Projects & Programme teams, lead on the potential transition of the existing Service(s) to new suppliers for the operations and/or on the delivery of operational improvements efficiencies and savings including any contractual procurement, negotiations activity
• Responsible for leading or managing the delivery of operational transformational activity within RUC. Including, but not limited to, MTS priorities and RUC business initiatives that drive higher supplier performance, increased customer satisfaction, reduced operating costs or increased income, in line with agreed plans and budgets;
• Oversee the commissioning, management and assurance of RUC initiatives, including, but not limited to, the gathering of business requirements; definition of success criteria; identification of resource requirements; delivery planning; management of risks and issues; management of scope change; and the operational implementation of initiatives while ensuring minimal impact on business-as-usual activity;
• Lead and contributes to the development of leadership and management capabilities within the team, encouraging effective and consistent people management, engagement with employees and trade union representatives, and champion people leadership across the operation.
• Robustly manage relevant budgets and contribute to the Directorate’s Business Planning process as required.

Skills

• Strong decision making and negotiation skills, accountability and balanced judgment in the delivery of conflicting priorities.
• Manage customer and stakeholder expectations and deliver service to meet these expectations.
• Work under pressure in a complex political environment, managing conflicting priorities to achieve tight deadlines.
• Strong commercial acumen, planning and managing budgets up to £150m, resources to effectively deliver business objectives
• Strong decision making and negotiation skills, accountability and balanced judgment in the delivery of conflicting priorities
• Strong communication and influencing skills across all levels in the organisation, to obtain buy-in and have impact.
• Excellent people leadership skills, able to build trust, respect, act with integrity and openness, and motivate a diverse…