Service Design & Transition Senior Analyst

The railway has seen nearly 200 years of technology and innovation that has transformed how we provide services to passengers and freight customers. Technology is continuing to transform the railway industry. Imagine an exciting environment where Digital, Data, and Technology (DDaT) are not just buzzwords but the driving force behind every operation, every decision, and every solution.

As part of the DDaT directorate, you have a unique opportunity to enable our customers and industry partner with modern and transformative technology. From the day-to-day IT operations that keeps a national railway running, to the extensive delivery programmes that our helping to reshape the railway - we are at the forefront of all of it. We operate with a talented and passionate workforce, fostering empowered individuals and teams who understand that technology is not just a tool - it’s the catalyst for progress, especially in an ever-demanding industry where change is a constant.

Main Responsibilities

Key Accountabilities

• Be the single point of contact for the project on matters regarding support.
• Advise the project and support stakeholders of any deviations from technology and support strategy, standards, and policies.
• Translate the non-functional requirements into a practical support model.
• Facilitate the delivery of all agreed Service Acceptance Criteria including operational expenditure budget.
• Create and publish agreed service artefacts such as (but not confined to) Service Definition, Service Level Agreement and Service Catalogue entry.
• Chair any necessary meetings between the project and support stakeholders (internal and external) and provide regular progress updates to all support stakeholders.
• Communicate any risks and issues affecting the support organisation to the Project Manager and log them in the Network Rail risk register.
• Manage the Early Life Support period and facilitate a graceful handover to the operational support owners.

• Proven experience in Service Management.
• This role is aligned to the ITIL framework, therefore ITIL v3 Foundation
• ITIL v3 qualified to Service Design & Transition Lifecycle/Capabilities (Intermediate Level) or equivalent experience
• Good stakeholder management skills and experience.
• Good understanding & experience of using service management tools
• Good communicator across all levels

Desirable

• Demonstrates a good working knowledge of management structures and reporting procedure
• Understanding of risk management
• Formal Project and Programme Management qualifications such as APM, PRINCE2 and MSP or equivalent experience

Leadership Capability

The following key Leadership capabilities are expected to be demonstrated at Role Model level:

• Tracking Performance
• Thinking Flexibly

The following key Leadership capabilities are expected to be demonstrated at Good/Adds Value level:

• Creating Solutions
• Influencing others
• Building Teams
• Putting The Customer First

• We offer generous maternity, paternity, and adoption leave to support our employees during significant life moments
• Flexible/hybrid working arrangements considered
• Generous annual leave up to 28 days plus statutory days (role dependant), with the option to buy/sell days
• Discounts at selected stations with your Network Rail pass
• Defined benefit pension scheme
• 75% off leisure train tickets for you and your dependents (subject to T&Cs)
• Interest-free travel loan for train and car park season tickets
• Volunteer leave to make a positive impact

Plus more….