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What will you be doing?

• Define and document the service offerings and service realisation models with Service Owners and key stakeholders so that they are consistent, repeatable and effectively measured.
• Implement service governance activities and work with the Service Owners to align the catalogue of services with business strategy.
• Create the service realisation models by working with Service Owners and validate the service realisation models and other service artefacts.
• Lead engagement activities with service owners, key stakeholders and route customers to continue to embed the operating framework.
• Identify and track examples of best practice and communicate these to the service owners and the wider community in order to encourage engagement and increase the overall service maturity levels.
• Maintain knowledge of existing processes along with the appropriate best practice frameworks.
• Manage the introduction of new, changed or devolved services via the defined processes and liaise with the Programme Management Office as appropriate in order to transition the service into business as usual.
• Work alongside the Performance Intelligence Team to develop appropriate performance metrics to accurately and effectively measure service performance
• Conduct scheduled reviews of the services offered with the Service Owners and identify service risk, performance and improvements to assess the service maturity levels.

The ideal candidate

Meet the essential criteria/ Apply today to join our team!

Essential

• Knowledge of customer centric service management best practice
• Able to develop, implement and work within an organisational framework
• Strong interpersonal, influencing, communication and organisation skills
• Proficiency in Microsoft Office suite of products specifically with regards to data analysis and reporting
• Degree trained or equivalent business experience in service management

Desirable

• Awareness/experience in a Service Management function of a large organisation.
• Working knowledge of project and programme management using recognised best practice framework.
• Working knowledge of risk management best practice

Who we are looking for?

We want dynamic individuals who want to be part of a dedicated and skilled workforce, working towards a common goal to ensure Route Services delivers outstanding service for passenger and freight users via our internal customers.

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 financial solutions.

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

Vacancy Type: Full-time but flexible working patterns will be considered.

Duration: Permanent

These positions are based in: The Quadrant, Milton Keynes

Closing date: 14 June 2023

Band & Salary: 4B, £34,050 - £38,305

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
• Childcare voucher 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

Click ‘apply for this job’ to apply. If you would like to speak the Resourcing Team please contact [email protected]

For further information of the role please contact [email protected]