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About the Role

This 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 collaborate with Service Delivery, Asset Management, Technical, Operations, and Commercial stakeholders to ensure contractual performance obligations are met. This position serves as a key assurance interface with the client and internal stakeholders, ensuring service performance, asset sustainability, data integrity, and continuous improvement are managed effectively.

Responsibilities

Manage and oversee contractor obligations in relation to Performance Assurance, ensuring compliance with the Performance Assurance regime, Performance Assurance Plan, and relevant contractual requirements.
Analyze operational incident timelines, identify valid contractual exclusions, and draft disputes to defend against KPI and SLA penalty assessments.
Own the operational coordination of Performance Assurance activities, ensuring performance obligations, assurance controls, evidence requirements, and governance inputs are clearly defined and managed.
Ensure Performance Indicators, KPIs, and other contractual performance measures are monitored, analyzed, and reported accurately, escalating risks and issues through appropriate governance channels.
Oversee the accuracy, completeness, and integrity of asset and performance data used in governance, service reporting, and performance assurance decision-making.
Coordinate with Service Management, Asset Management, Technical, and Operational teams to assess asset lifecycle, residual life, obsolescence, maintainability, and value-for-money considerations.
Support the preparation, maintenance, and annual review of the Performance Assurance Plan and related deliverables.
Lead or coordinate the investigation of performance issues, ensuring root causes, impacts, corrective actions, and improvement initiatives are documented and tracked.
Trigger Performance Assurance processes when contractual performance concerns, asset condition risks, data quality issues, or service degradation are identified.
Support service recovery and continuous improvement by identifying recurring performance themes, assurance gaps, and opportunities for improvement.
Participate in Asset and Performance governance meetings, service review meetings, and assurance forums, providing performance insight and recommendations.
Collaborate with Commercial and Contract Management functions to ensure Performance Assurance Fund considerations, contractual remedies, and governance actions are managed consistently with contract obligations.
Maintain clear records, dashboards, action trackers, and assurance evidence to demonstrate compliance and support auditability.
Lead operational and facility audits to identify process bottlenecks and propose service adjustments for contract performance and SLA compliance.

Requirements

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.
Strong attention to detail and ability to maintain robust assurance records, action trackers, issue logs, evidence packs, and governance outputs.

Skills

Performance Assurance
Asset Management
Item Management
Lifecycle Monitoring
Obsolescence Monitoring
Performance Compliance
Data Quality
Governance Reporting
Corrective Action Management
Contractual Performance Obligations
Performance Assurance Plan
KPI Analysis
SLA Management
Dispute Resolution
Service Management
ITIL
Maximo
ServiceNow
Power BI
Asset Lifecycle Management
Configuration Management
Operational Metrics
Reporting
Dashboards
Auditable Records
Stakeholder Management
Analytical Skills
Communication Skills
Public Transport Systems
Ticketing Systems
Revenue Collection
Safety-Critical Systems
Technology Transition
Service Transition
Operational Readiness

Location

London

Work Type

Full-time
Contract
Hybrid
Remote

Experience Level

10+ years

Education Level

Bachelor’s degree in Engineering, Information Technology, Business, Transport Systems, Asset Management or a related discipline

Benefits

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 programs
Flexible/remote working options
Charitable initiatives
Social events (formal & informal)
Learning and development programs
Innovative & collaborative work environment

About the Company

Indra is a leading global technology and consulting company, and a trusted technological partner for the core business operations of its clients worldwide.
It stands at the forefront of key sectors including Transport, Defence, Air Traffic Management and Space, alongside advanced Information Technology services delivered through Minsait, and cutting-edge capabilities in Sovereign AI, Cybersecurity, and Cyberdefence via IndraMind.
The company’s business model is built around a comprehensive portfolio of proprietary products, combining strong innovation with a high-value focus for customers.
With more than 2,500 projects implemented across 50 countries and over 100 cities, Indra is a global benchmark in innovative transportation and mobility solutions.
Indra's technology supports the daily journeys of over 78 million people, helping to reduce more than 10 million tonnes of CO₂ emissions annually, and helping save nearly 3,000 lives through improved traffic management and road safety.
Indra Group is paving the way to a more secure and better-connected future through innovative solutions, trusted relationships and the very best talent.
Sustainability sits at the heart of its strategy and culture, driving efforts to address current and future social and environmental challenges.
In the 2024 financial year, Indra achieved revenues of €5.5 billion, over 60,000 professionals, maintained a local presence in 46 countries, and operated across more than 140 countries worldwide.
As the technological partner for its customers’ key operations, Indra is at the core of their business, and Indra’s four values guide everything we do: Innovation, Trust, Connection, and Foresight.

Equal Opportunity

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.