Job Description

Role Overview

We 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.

Key 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 & 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.