Service Delivery Senior Manager (Operations)

Service
Delivery Senior Manager – Operations

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.