Service Operations Analyst - Core Services at Rail Delivery Group

London, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

21 Dec, 25

Salary

43400.0

Posted On

22 Sep, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Analytical Skills, Problem Solving, Rail Industry Knowledge, Railway Geography, Rail Retail Knowledge, Routeing Data Knowledge, Communication Skills, Customer Service, Attention To Detail, ITIL Service Management, Microsoft Office Suite, Adaptability, Stakeholder Engagement, Service Desk Operations, Incident Management, Service Improvement

Industry

Rail Transportation

Description

Closing Date for Applications 6th October 2025. Salary : £34 - £43400.00 What is the purpose of this job? We are looking for a Service Operations Analyst to join our Product Management service team where you will provide fares, timetable, retail control and routeing guide support to the passenger rail industry retailing, pricing and timetable communities. As well as supporting the day-to-day operation of back-office fares, ticketing, routeing guide, timetable and retail related Services, you will also provide support to end users and suppliers in relation to rail industry data. You can expect a varied environment where you will be responding to routine requests and scheduled tasks as well as the analysis of more complex or technical issues, plus finding yourself involved in providing fares, routeing guide and timetables subject matter expertise. What can I expect to do in this job? This isn’t an exhaustive list, but things you can expect to be involved with include: Understand the value of key stakeholder engagement. Through engagement you will provide crucial support to our internal and external stakeholders and will facilitate communications on a two-way flow of information between the services, stakeholders and partners. Provide professional and technical subject matter expertise in relation to allocated services and data to support industry objectives. Monitor the performance of the Services to ensure they are delivered in accordance with agreed contractual requirements and the quality of service is maintained. Support the day-to-day operation of the Service Desk. Operate the key processes of Event, Incident, Service Request, Access and Problem Management within the ITIL framework, to ensure that the Service continues to meet customer requirements. Investigate and manage the resolution of incidents and service requests, using judgement and initiative to determine the most appropriate course of action or providing escalation where resolution is not possible within SLA or defined areas of responsibility. Maintain centrally owned reference data and respond to workflow requests in a timely manner to meet business requirements. Identify and recommend changes or service improvements to improve the quality, efficiency and effectiveness of service delivery. Assist with service testing, project work and undertaking smaller independent projects when required Degree or broad vocational experience acquired through a combination of job-related vocational training and considerable on-the-job experience, demonstrating development through involvement in a series of progressively more demanding and relevant work/roles. High level of analytical skills Ability to identify and resolve problems quickly and effectively Knowledge of the Rail Industry, Railway Geography, Rail Retail and Routeing data Good written and verbal communication skills Intermediate to advanced knowledge of Microsoft Office suite of applications (e.g. excel, word, Visio, Access etc) Excellent attitude to customer service and experience of dealing with customers in a friendly but assertive way Ability to work accurately with attention to detail Ability to adapt to new procedures and embrace change A good understanding of ITIL Service Management Best Practices is desirable An interest in the UK Rail Industry and fares, ticketing or timetables is desirable. 30 days annual leave 75% reduction on UK rail travel (for work and leisure) - more below Reduced international rail travel Interest free season ticket loan Contributory defined benefit pension scheme Give As You Earn scheme Subsidised private medical care Healthcare cash plan scheme Employee Assistance Programme scheme Flexible working 30 weeks full pay for maternity, adoption and shared parental leave (subject to eligibility) Personal Development Days Employees may sell up to a maximum of five days’ leave. Employees can buy up to a maximum of five days’ leave. These figures will be pro rata for part-time employees

Responsibilities

The Service Operations Analyst will provide support for fares, timetable, retail control, and routeing guide services in the passenger rail industry. Responsibilities include monitoring service performance, managing incidents, and providing subject matter expertise.