Job Introduction

This role sits in Route Services, a business area that has been created to supply services to the routes in the safest, most cost-efficient and effective way, enabling them to benefit from economies of scale and optimised national resources.

Working in the Route Services IT Team, you will provide our customers with smart technology for the railway of today, designing fit-for-purpose and innovative solutions. Your vital work will help to manage the day-to-day running of our vast IT estate, from safety critical systems maintenance to hardware provision, supporting thousands of employees every day.

Main Responsibilities

To manage the Service Design & Transition element of Projects & Programs introducing new or changed Services into live operation and retiring old services. Matching the non-functional requirements with the ITSS Operating model and the Service Catalogue.

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.

The Ideal Candidate

Do you have the following skills and experience?

Essential

• 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 are committed to a diverse workplace enriched with representation from diverse cultures, backgrounds and skills. We pride ourselves on creating an environment where difference is embraced, and individuals can thrive. We recognise that the success of the team is dependent on a multi-cultural, multi-disciplined group of individuals, aligned to deliver successful solutions.

At Network Rail, we have several employee networks to reflect our diverse population and help to raise issues to the wider workforce and support their membership and support our Everybody Matters strategy, led by our central Diversity & Inclusion team. In IT Services, we have a group of Diversity & Inclusion Champions who take part and lead on many activities, to drive through more initiatives to support an inclusive environment for all its people and promote a professional and positive working environment. For more information on D&I at Network Rail, please follow this link

About The Company

We’re an organisation where people matter. We matter to millions.

Our role is to run a safe, reliable and efficient railway, serving customers and communities. We exist to get people and goods where they need to be and to support our country’s economic prosperity. Safety is our number one priority. We're undertaking an ambitious change. Our vision is Putting Passengers First - becoming a company that is on the side of passengers and freight users.

As one of the UK’s leading equal opportunities employers, our values and the way we behave is important to us and we have created an environment where we value and respect every individual's unique contribution. We have seven employee networks that provide fantastic support, opportunities and development for applicants from all backgrounds. Click here for more information

Our Drugs and Alcohol Standard is changing as of 16.01.2023. All prospective candidates who have not been offered a conditional role by 16.01.2023 will be required to undergo and pass a drugs and alcohol test. Your application will be rescinded if you record a positive test. All positive drugs and alcohol test results for prospective candidates will be securely held on Sentinel database and a 5 year suspension from applying for a safety critical role, a role which requires PTS certification or a Key Safety role on Network Rail Managed Infrastructure will be enforced.

Package Description

Vacancy type: Permanent

Location: The Quadrant, Milton Keynes

Closing date: 26th May 2023

Band & Salary: Band 4C (£41,711 - £52,138)

About us

We’re an organisation where people matter. We matter to millions.

We offer excellent benefits, including:

• Flexible working patterns such as working from home and working compressed hours
• A range of pension schemes
• Healthcare Scheme
• Rail and underground season ticket subsidies up to 75%
• 28 days annual leave, plus bank holidays and volunteering days (5 days)
• 2 weeks paid reserve leave for our Armed Forces community
• Cycle to Work Scheme
• GymPass – Access to gyms across the UK
• Access to ‘My Benefits’ portal which include discounts in food, technology, and experience days