Service Delivery Manager - Operations

Job DescriptionRole Overview

We are seeking an Operations Service Manager to design and implement the

end-to-end service arrangements

for the Pay-As-You-Go (PAYG) rail proposition. This role will ensure service processes, interfaces, and performance standards are in place to deliver a seamless experience for customers and stakeholders.Key Responsibilities

Design and implement end-to-end service arrangements to support PAYG in rail.Define and agree

Service Level Agreements (SLAs)

with relevant parties.Establish and embed processes to manage interfaces with third-party providers.Develop internal processes to ensure smooth and reliable service delivery for customers.Work closely with the Change Manager to ensure new processes and changes are embedded effectively within the organisation.Coordinate across multiple stakeholders to align on service expectations and delivery.Essential Skills and Experience

Proven experience in

service management, operations, or service design

within transport, infrastructure, or other large-scale customer-facing environments.Strong understanding of

SLAs, service frameworks, and operational processes .Demonstrated ability to manage third-party relationships and service interfaces.Experience establishing internal operational processes for service delivery.Excellent stakeholder management skills, with the ability to collaborate across multiple organisations.Strong organisational, problem-solving, and communication skills.Desirable Skills

Knowledge of PAYG systems or transport ticketing solutions.Experience supporting large-scale service transitions or implementations.Understanding of customer experience design in public services or ..... full job details .....