Service Delivery Manager

OverviewOperations Service Manager (PAYG Implementation, Rail) – 6 Month Engagement – Manchester – Office based twice per week – Day rate: Up to £525 per day Outside IR35

Role OverviewWe 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.

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 transport.

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