DDaT Customer Success Manager

Network Rail; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Flexible/hybrid work

28 days leave + statutory

Defined benefit pension

Discounted train tickets

Travel loan

Volunteer leave

Job summary

Network Rail in the UK seeks a skilled DDaT role to enable customers and industry partners with modern technology. This role sits in the DDaT directorate, overseeing IT operations and large delivery programmes that shape the railway’s future.

You will build strong relationships, understand customer priorities, and drive improvements in service delivery. The role requires strategic thinking, excellent communication, and the ability to influence across complex, evolving environments.

Qualifications

• Educated to degree level or suitable professional experience.
• Strong communication skills, written and verbal.
• Experience in customer and service management methods for Digital, Data and Technology including telecoms.
• Experience delivering customer service in rapidly changing environments.
• Ability to lead virtual teams and drive behavioural change.

Responsibilities

• Act as a key point of contact for customers on DDaT services and service-related issues.
• Build and maintain trusted relationships with regions, routes and other stakeholders to understand customer needs and improve service outcomes.
• Manage and coordinate Service Improvement Plans with Service Owners and delivery teams to address performance issues.
• Monitor service performance against targets and provide clear reporting on incidents, risks, and actions.

Skills

Customer driven

Accountable

Influence under pressure

Organised

Excellent communicator

Education

Degree level education

Job description

Network Rail in the UK seeks a skilled DDaT role to enable customers and industry partners with modern technology. This role sits in the DDaT directorate, overseeing IT operations and large delivery programmes that shape the railway’s future.

You will build strong relationships, understand customer priorities, and drive improvements in service delivery. The role requires strategic thinking, excellent communication, and the ability to influence across complex, evolving environments.