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Key Information
Job title: Senior Operational Delivery Manager
Salary: £80k
Band: 4
Contract type: Permanent
Reference: 3783
Location*: Stratford London or Coventry/Hybrid
Application closing date: 05/03/2026 at 2359
Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4-week period. Hybrid working arrangements can evolve subject to business requirements.
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
Key Accountabilities
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 Workstreams, 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
Skills, Knowledge & Experience
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 team whilst taking ownership and responsibility
Knowledge
Knowledge of Transport for London, Mayoral strategies and TfL wide deliverables
Knowledge of public sector management structures, practices, principal legislation, regulations, procedures and processes associated with the development and delivery of operational transport schemes.
Extensive knowledge of procurement and operational management of high value, customer facing, large transactional based contracts, and budgets ensuring compliance with strict financial control
Extensive knowledge of operation delivery that drives high customer standards and satisfaction
Knowledge of commercial activities including procurement, supplier delivery and change management.
Experience
Experience of delivering high performing operational services across outsourced and in house services.
Experience of contracted management across relevant services such as Business and Enforcement Operations and Debt Recovery services.
Experience of managing and delivering at senior level recognising the role of the customer and championing their cause.
Sound experience of dealing and negotiating with suppliers, contractors, trade union full time officials, the trade, media and external agencies. A record of developing excellent relationships with public sector organisations and other key stakeholders.
Experience of the procurement of similar services
Application Process
Please apply using your CV and a two-page covering letter
Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter
PDF format preferred and do not include any photographs or images
Equality, diversity and inclusion
We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria.
Benefits
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the level of role but mostly include the below:
Final salary pension scheme
Free travel for you on the TfL network
Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
30 days annual leave plus public and bank holidays
TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
Private healthcare discounted scheme (optional)
Tax-efficient cycle-to-work programme
Retail, health, leisure and travel offers
Discounted Eurostar travel
Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4 week period. Hybrid working arrangements can evolve subject to business requirements.
We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.