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About the Role

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. 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.

Responsibilities

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.
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.
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.
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.
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.
Lead comprehensive operational and facility audits to identify process bottlenecks, proactively proposing service adjustments and continuous improvements to guarantee 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.
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.

Skills

Performance management
Service assurance
Asset management
Service delivery
Operations management
IT service management
Contractual performance obligations
KPIs
Service levels
Assurance regimes
Performance improvement plans
ITIL
Maximo
ServiceNow
Power BI
Asset lifecycle management
Configuration management
Obsolescence management
Residual life monitoring
Value-for-money assessment
Service performance data
Operational metrics
Reporting packs
Dashboards
Governance evidence
Incident management
Problem management
Change management
Service review
Performance reporting
Continuous improvement
Analytical skills
Communication skills
Stakeholder management
Decision-support
Attention to detail
Public transport
Ticketing
Revenue collection
Fare collection
Safety/mission-critical operational services
Large-scale public sector clients
Transport authorities
Technology transition
Service transition
Operational readiness
Multi-supplier service environments
Performance Assurance Plans
Asset and Configuration Management Plans
Service assurance reports
Contractual performance evidence packs

Location

London

Work Type

Full-time
Contract
Flexible/remote working options

Experience Level

Minimum 10 years of experience

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)
4% employee and 4% employer pension contribution
Private medical insurance (including dental & optical)
Life assurance
Income protection
Employee assistance programs
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.