Service Design & Transition Senior Analyst

About Network Rail

At Network Rail, we're dedicated to keeping passengers and freight moving safely and efficiently across the country. When you join us, you're not just part of a team - you're part of something that matters to millions. We believe that our people are at the heart of what we do, and every role plays a vital part in building a better, more connected railway. We're committed to creating a diverse, inclusive workplace that reflects the communities we serve.

We value flexibility and understand the importance of a healthy work-life balance. As a Disability Confident Leader, we'll do everything we can to accommodate any needs throughout the recruitment process.

About the role

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 with modern and transformative technology. From the day-to-day IT operations that keep a national railway running, to the extensive delivery programmes that are 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.

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.

Your experience and skills

• 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.