Job Introduction

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.

Get ready to embark on a journey where your skills will not just be utilised; they'll be honed and expanded.   You're not just joining a team; you're becoming part of a collective force helping to build and operate a railway fit for the next 200 years!

Candidates must have 2^nd line management experience. 

Main Responsibility

To support and monitor the teams under the guidance of the Service Operations Management to deliver a comprehensive and effective service operation as part of Service Operations Management.  To act as an escalation, point for the services; setting and measuring targets so that OLAs / SLAs are met to deliver an efficient and effective support service.

What will you be doing?

• Confirm that all Service Operations Technical Analysts/Analysts are fully briefed and understand job requirements and responsibilities.
• Review, monitor and ensure analysts are maintaining accurate logs of IT support functions and accurately and promptly.  Taking ownership to contact both internal and external customers as per defined process and escalate any issues with resolution.
• Motivate, coach, and develop analysts to deliver improved customer service and personal efficiency. 
• Work collaboratively with Service Operations Team Leaders and colleagues to balance resources when appropriate and encourage the sharing of best practice within and across teams. 
• Operate in accordance with the Service Operations resourcing model so that SLAs and efficiency targets can be achieved through responsive and efficient management of people. 
• Monitor statistics on an individual and team basis and produce reports to assist with performance and service improvements.
• Assist in validating that Service Operations service meets customer requirements and help to develop service improvement solutions to meet those needs.
• Verify that incidents and requests are handled within the defined Service Operations SLA and OLA’s.
• Maintain and update all Service Operations documentation/processes/scripts to ensure compliance.
• Work with Assignment Managers to establish performance objectives and performance appraisals and establishing training/development plans to improve overall performance.

The Ideal Candidate

Essential

• Ability to positively influence across the organisation.
• Excellent communication skills with the ability to work collaboratively within the Service Operations leadership team. 
• Strong customer focus with personal drive to improve customer service and satisfaction.  
• Highly self-motivated and energetic with a natural talent for enthusing and motivating people to achieve high performance standards. 
• Experienced in or able to demonstrate the ability to lead, coach and develop people in an operational environment. 
• Familiar with planning and resource modelling techniques and their application in an operational environment. 
• Sound knowledge in Desktop Software, (MS Office, MS Outlook)
• Sound Knowledge of Operating Systems and of the IT infrastructure (hardware, databases, operating systems, local area networks etc) used within own organisation

Desirable

• ITIL qualified to Practitioner’s or Manager’s level.

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 a number of 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. We have 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 Diversity & Inclusion at Network Rail, please follow this link

Do you consider yourself to have a protected characteristic? If so and you require any additional support with your application, please do not hesitate to contact the Resourcer who will happily assist

Package Description

Vacancy type:  Permanent, 35 hours per week, Hybrid working of 2/3 days in the office. We welcome applications from those seeking flexible or part time hours.

Location: Manchester Square One

Closing date: 22nd May 2024 

Band & Salary: Band 4B (£35,582 - £40,029)

Interviews will take place W/C 3rd June , these will be held Virtually

About us

About the Company

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

We offer excellent benefits, including:

🌞 Generous annual leave (28 days plus statutory days), with the option to buy/sell days.

✨ Defined benefit pension scheme.

🚂 75% subsidy on rail and underground season tickets.

🚂 Up to 75% off leisure travel.

 🎟️ Interest-free travel loan for train and car park season tickets.

🎁 Discounts at stations with your Network Rail pass.

🌍 Flexible/hybrid working arrangements.

🕊️ Volunteer leave to make a positive impact.

❤ Healthcare Scheme, GymPass discounts, Cycle to work plus more.

🧸 We offer generous maternity, paternity, and adoption leave to support our employees during       significant life moments

Plus, more…. 

We are proud to be recognised as a Times Top 50 Employer for Gender Equality for the third year in a row.

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 

Network Rail Infrastructure Ltd