CBTCS Engineering Service Delivery Analyst(Fixed Term)

Hitachi, Ltd.; Toronto; On-site; CAD 69,000 - 104,000; Full time

Benefits offered by this job

Health and Dental plans - company-paid

Holidays - 3 weeks

Worklife and development opportunities

Job summary

Hitachi Rail in Canada is seeking a Service Delivery Analyst (SDA) for CBTCS E2 Services to ensure reliable, efficient, and customer-focused delivery for engineering teams. You will oversee SLA performance, coordinate incidents and changes, and serve as the primary contact for CBTCS E2 service consumers.

This role supports CI/CD operations, drives collaboration and continuous improvement, and helps ensure governance, compliance, and operational stability across the service landscape.

Qualifications

• Experience driving service delivery or platform management in an engineering environment.
• Bachelor's degree in engineering, Computer Science, or a related field.
• Certifications such as ITIL or PMP are preferable.
• Experience with incident management and service desk tools.

Responsibilities

• Oversee service delivery against SLAs with focus on lead time and resolution.
• Coordinate incident, change and maintenance communications.
• Manage ticket resolution governance for E2SDK and CBTCS incidents.
• Support CI/CD service operations and collaborate with engineering/infrastructure teams.
• Identify opportunities for continuous improvement in service quality and governance.

Skills

Incident management

Stakeholder communication

Multitasking

Problem solving

Communication

Education

Bachelor's degree in Engineering or Computer Science

Tools

ServiceNow

Jira Service Desk

Job description

About Us

A career at Hitachi Rail will help create a legacy. With operations in every corner of the world, our work goes to the cutting-edge of digital transformation and technology. From the multi-cultural strength of our global organisation to the sustainable and innovative ways we work to bring people together, there’s something for everyone to get stuck into. And that’s where you come in.

Job Description

Position Summary

The Service Delivery Analyst (SDA) for CBTCS E2 Services is responsible for ensuring reliable, efficient, and customer-focused delivery services that support engineering teams. The role oversees service performance against SLAs, coordinates incident and change communications, manages ticket resolution governance, supports monthly maintenance verifications, and acts as the primary

point of contact for CBTCS E2 service consumers. It also supports CI/CD-related service operations and drives collaboration, continuity, and continuous improvement across the CBTCS E2 service landscape.

The Service Delivery Analyst ensures reliable, efficient, and well-governed delivery of services to engineering teams. The role drives service quality through SLA oversight, performance monitoring, incident and change coordination, and clear stakeholder communication. It improves productivity by streamlining service operations, supporting CI/CD service needs, and enabling faster issue resolution. The role also strengthens collaboration, supports scalable service delivery, and helps ensure compliance, control, and operational stability across the service landscape.

Key Accountabilities / Key Areas of Responsibility

• Service Delivery Management: Ensure CBTCS E2 services are delivered in line with business needs and agreed SLAs, with clear focus on lead time, time to first response, and time to resolution.
• Service Catalogue and Operational Support: Support the definition, coordination, and adoption of CBTCS E2 and related engineering services across teams, ensuring clarity of service scope and support model.
• Ticket and Request Governance: Oversee E2SDK and GTS (CBTCS) requests and incidents, ensuring effective tracking, prioritization, escalation, and closure.
• Incident, Change and Maintenance Coordination: Lead coordination and communication for incidents, planned changes, and monthly IT maintenance verifications to minimize service disruption.
• CI/CD Service Support: Support operational delivery for CI/CD-related services, coordinating with engineering and infrastructure teams to address service issues and reduce delivery blockers.
• Continuous Improvement: Identify opportunities to improve service quality, responsiveness, and reliability through better coordination, process improvements, and stronger service governance.
• Stakeholder Communication: Act as the primary point of contact for CBTCS E2 service consumers, providing clear and timely communication to engineers, stakeholders, and support teams.
• Compliance and Operational Standards: Ensure service activities are managed in line with organizational processes, controls, and expected operational standards.
• Team Coordination and Continuity: Support onboarding, orientation, leave transitions, and collaboration sessions within the CBTCS E2 team to maintain continuity and effective service delivery.

Key Requirements

• Experience: Relevant industry experience, with 3 to 5 years of experience driving service delivery or platform management within an engineering environment.
• Education: Bachelor’s degree in engineering, Computer Science, or a related field.
• Certifications: Relevant certifications such as ITIL, PMP, or specific platform-related certifications are preferable.
• Technical Knowledge: Proficiency in engineering platforms, understanding of Engineering Process & Standards. Experience with incident management and service Desk tools (e.g. ServiceNow, Jira Service Desk).
• Skills: Strong problem-solving skills, excellent communication abilities, and the capacity to manage multiple priorities.

Preferred Qualifications

• Advanced Degree: A bachelor’s degree in engineering, Computer Science, or a related field.
• Additional Certifications: Advanced certifications in service delivery or platform management.
• Industry Experience: 3 to 5 years of experience in a similar role within the same industry.

Health, Safety, Environment & Wellbeing

• Adhere to all company health and safety policies, procedures, and legal regulations.
• Identify and report potential hazards, unsafe behaviors, or incidents promptly.
• Follow environmental policies and procedures to minimize waste, energy use, and environmental impact.
• Support sustainability initiatives, including recycling, resource conservation, and responsible sourcing.
• Foster a respectful and inclusive workplace that supports mental and physical wellbeing.

Special Position Requirements

Schedule: Monday – Friday, 40 hours per week

Base Salary Range:$69,128.00 to $ 103,692.00 CAD Annual

The Company provides an extensive benefits program for all full-time employees working 24 or more hours per week and their eligible dependents, including the following:

• Health and Dental plans - 100% of premiums are company-paid
• Company paid holidays - 3 weeks of vacation
• Worklife programs such as Flextime and a variety of Development and Training opportunities

This posting relates to an existing vacancy.

Our hiring process uses both human and technology‑assisted (AI) tools to support candidate screening and assessment. All results are reviewed by people, and all hiring decisions are made by people.

At Hitachi Rail, there is a place for everyone. We welcome and value differences in background, age, gender, sexuality, family status, disability, race, nationality, ethnicity, religion, and world view. It is our commitment to create an inclusive environment - we are proud to be an equal opportunity employer.