Key Notes
TfL’s back-office applications need an incoming 24x7 support organisation prepared through knowledge transfer, shadowing and operational-readiness checks. The hybrid Redhill post is a 12-month fixed-term contract. It covers team preparation and early-life support after cutover; essential qualifications include a relevant degree or equivalent professional experience and ITIL Foundation or an equivalent service-management qualification.
What You'll Work On
- Lead mobilisation and transition of the Application Operations workstream for the 24x7 back-office service and its incoming support organisation.
- Coordinate knowledge transfer, shadowing and reverse shadowing with incumbent suppliers and technical specialists, validating operational readiness and service knowledge.
- Prepare the application-operations team through recruitment, onboarding and capability development, with validated runbooks, standard procedures and escalation paths.
- Manage suppliers, stakeholders, transition risks and dependencies, providing reporting and evidence to support service-readiness and go/no-go decisions.
- Lead early-life support after cutover, coordinating incident escalation, hypercare and service stabilisation as operations move into ongoing support.
Why This Role Matters
- TfL’s back-office applications need 24x7 support after takeover; readiness checks establish whether the incoming team has the operational knowledge and capability to assume responsibility.
- Production services enter early-life support after cutover, with incident escalation and hypercare coordinating technical teams while the applications settle into ongoing operation.
What They Are Looking For
- Experience: Application-support or operations leadership in a complex enterprise environment, including service transition and operational handover, is essential.
- Experience: Managing 24x7 services, knowledge transfer, service acceptance and operational-readiness validation is essential.
- Technical: ITIL practices, ITSM tooling, monitoring, CMDB/asset control and service-governance experience are essential.
- Stakeholder: Customer-facing stakeholder management and work with outsourced or managed-service suppliers are essential.
- Qualification: A relevant bachelor’s degree or equivalent professional experience, and ITIL Foundation or an equivalent service-management qualification, are essential.
- Preferred: Transport/public-sector or mission-critical environments, enterprise application/database tooling, advanced ITIL, PRINCE2/PMP or service-transition certification are desirable.