Performance Assurance Manager

Performance Assurance Manager (FTC, 15-months)

We are seeking a Performance Assurance Manager to manage and oversee the Performance Assurance obligations delivered under the Proteus contract, ensuring that the service continues to meet contractual performance requirements and that performance assurance activities are properly governed, evidenced, monitored and reported.

About the Project

Transport for London (TfL) has awarded Indra a long-term contract to operate, develop, enhance and expand ticketing and access control systems across London's transport network through to 2034, with extension options to 2039.

This programme covers the maintenance, operation and evolution of a large-scale, complex ecosystem, including turnstiles, validators, ticket machines, sales terminals, back-office systems, payment gateways, IT infrastructure and cybersecurity that supports over 8.6 million daily journeys.

Following a transition period of approximately two years, Indra will serve as the sole provider across the network that includes more than 8,500 buses, nearly 400 Underground stations, around 300 rail stations (Overground, DLR, Elizabeth Line and suburban services), 4,000 Oyster Card outlets, seven customer service centres, and 24 river boat boarding points.

Drawing on over 30 years of experience in urban public transport solutions, Indra will manage and evolve all aspects of the system, including the implementation of new technologies to develop the system, make it more efficient and automate key processes; in short, to jointly create the next generation of the ticketing system for London.

Role overview

The role provides leadership across performance assurance, asset and item management, lifecycle and obsolescence monitoring, performance compliance, data quality, governance reporting and corrective action management. The Performance Assurance Manager will work closely with Service Delivery, Asset Management, Technical, Operations and Commercial stakeholders to ensure that contractual performance obligations are understood, controlled and delivered in line with the Performance Assurance Plan and related contract requirements.

This role acts as a key assurance interface with the client and internal stakeholders, providing confidence that service performance, asset sustainability, data integrity and continuous improvement activities are managed in a structured, auditable and contractually compliant manner.

Key duties

• 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, including inputs to the Asset Management Report and related performance records.
• 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.
• Support the preparation, maintenance and annual review of the Performance Assurance Plan and related asset/configuration management deliverables, ensuring that plans remain current, contractually aligned and fit for operational use.
• 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.
• Support service recovery and continuous improvement by identifying recurring performance themes, assurance gaps and opportunities to improve service stability, reliability, operational efficiency and long-term service sustainability.
• Participate in Asset and Performance governance meetings, service review meetings and relevant change or assurance forums, providing clear performance insight and evidence-based recommendations to support decision-making.
• Work collaboratively with Commercial and Contract Management functions to ensure that Performance Assurance Fund considerations, contractual remedies, service improvement commitments and governance actions are managed consistently with contract obligations.
• 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.
• Lead comprehensive operational and facility audits to identify process bottlenecks, proactively proposing service adjustments and continuous improvements to guarantee contract performance and SLA compliance.

Skills and Experience

• 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.

Desirable Experience

• 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.

Benefits

• Holidays: 25 days per annum + 8 days bank holidays (options to buy/sell days).
• Pension - 4% employee and 4% employer.
• Private medical insurance (including dental & optical).
• Life assurance.
• Income protection.
• Employee assistance programmes.
• Flexible/remote working options.
• Charitable initiatives.
• Social events (formal & informal).
• Learning and development programmes.
• Innovative & collaborative work environment.

Indra is an equal employment opportunity employer. Applicants are considered without regard to race, colour, religion, sex, sexual orientation, gender identity, origin, disability or other characteristics protected by law.