Duty Operations Manager

Hitachi Rail GTS UK Limited; Greater London; On-site; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Flexible working

Training opportunities

Job summary

Hitachi Rail GTS UK Limited in London is seeking a Duty Operations Manager to oversee the live Network Operations and ensure continuous service for Connect users. You will lead a team of Network Analysts, Rapid Response Technicians, and Service Desk Operators, driving incident management and fault resolution with a strong focus on safety and customer satisfaction.

The role requires hands‑on leadership, real‑time decision making, and cross‑functional coordination to meet SLAs and performance

Qualifications

• Experience in incident and major incident management.
• Strong leadership and coaching abilities.
• Excellent stakeholder management and communication skills.
• ITIL, SLA, and service management expertise.
• Ability to perform operational decision‑making and escalation.
• Experience with incident, problem, and change management.

Responsibilities

• Act as Incident Manager and coordinate resources per delivery plans.
• Be the senior on‑call manager outside normal hours.
• Lead a multifunctional technical team to ensure safe, cost‑effective service delivery.
• Promote best practices and adherence to policies and standards.
• Oversee Rapid Response Engineers and Network Technicians in fault management.
• Ensure robust operational plans to meet SLAs and performance targets.
• Own SLA performance and drive timely incident resolution and communication.
• Document escalations and share lessons learned with teams.
• Attend service review meetings and report on performance and issues.
• Identify improvements to support and delivery procedures.

Skills

Incident management

Team leadership

Stakeholder engagement

ITIL & SLA

Risk management

Communication

On-call support

Job description

Location: London, London, United Kingdom Job ID: R0144415 Date Posted: 2026-11-05 Company Name: Hitachi Rail GTS UK Limited Profession (Job Category): IT, Telecom & Internet Job Schedule: Full time Work Arrangement: Onsite

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: We are looking for a Duty Operations Manager to join the Services team at Hitachi Rail. In this role, you will oversee live Network Operations, ensuring continuity of service for Connect contract end users. Leading a team of Network Analysts, Rapid Response Technicians, and Service Desk Operators, you will be responsible for driving day‑to‑day operational performance, incident management, and fault resolution activities. Success in the role will be driven by your ability to proactively manage incidents in real time, minimise service disruption, and deliver effective fault mitigation across the network, delighting our customer and leading with safety at all times This position is based at our London office.

Key Responsibilities

• Act as Incident Manager, as required by internal and customer delivery plans, liaising with the nominated customer point of contact to ensure adequate and competent resources are deployed.
• Outside normal working hours, act as the senior manager on call on behalf of the Services Team.
• Lead and manage a multifunctional technical workforce on a day‑to‑day basis, ensuring service delivery is professional, comprehensive, safe, and cost‑effective.
• Promote the consistent application of best practices, company policies, and operational standards across all service delivery activities.
• Lead a team of Rapid Response Engineers and Network Technicians, overseeing the diagnosis, scheduling, and management of operational works.
• Ensure robust operational plans are in place to meet both internal performance targets and customer service level agreements (SLAs).
• Take ownership of SLA performance managed by the Service Centre.
• Proactively manage and elevate incidences before SLA thresholds are breached, ensuring timely resolution and effective communication.
• Document escalations, coordinate reviews with key stakeholders, and communicate findings and lessons learned back to operational teams.
• Attend regular service review meetings with managers and supervisors to discuss performance, issues, and operational updates.
• Identify and recommend improvements to support and delivery procedures, driving continuous improvement within the fault management process.
• Ensure best‑practice initiatives are implemented effectively and delivered within agreed timescales.
• Escalate non‑conformities and operational concerns to the Head of Service Operations where appropriate.
• Review and approve safe systems of work documentation and dynamic risk assessments to ensure risks are effectively managed.
• Support the safe and efficient operation of the Connect network through strong governance and compliance practices.
• Drive positive behavioural change within the team by leading by example and promoting accountability.
• Take ownership of operational issues, collaborating with colleagues and stakeholders to achieve swift and effective resolutions.
• Set clear, achievable objectives for team members and monitor performance against agreed targets.
• Identify competency gaps, develop training plans, and maintain training matrices to support team development.
• Regularly review team capability and performance to support continuous improvement and evolving customer requirements.
• Build and maintain effective relationships with customers and senior management teams through regular engagement and review meetings.
• Support senior leaders with requirements analysis, resource planning, and cost estimates for new works, projects, and contracts.

Technical Skills and Experience

• Incident and major incident management
• Service restoration, business continuity, and risk management
• Team leadership, coaching, and performance management
• Customer, supplier, and stakeholder engagement
• ITIL, SLA, and service management expertise
• Incident, problem, and change management
• Operational decision‑making and escalation management
• Incident communications, reporting, and operational reviews
• Resource planning, workload prioritisation, and resilience planning
• Health & Safety compliance, audit readiness, and continuous improvement

Human Skills

• Self‑motivated, organised, and committed to continuous improvement in a fast‑paced environment.
• Strong stakeholder management, negotiation, and influencing skills.
• Able to perform effectively under pressure and manage complex, sensitive issues.
• Excellent communication skills, with the ability to engage confidently at all levels, including senior leadership.
• Strong interpersonal skills with the ability to build effective relationships across teams and customers.
• Customer‑focused, proactive, and solutions‑driven.
• Experience of working using own initiative and within a team environment.

What We Can Offer

We’re committed to helping you be at your best. At Hitachi Rail, we believe in developing our people and offer access to market‑leading training, development opportunities and the chance to be mentored by industry experts. We prioritise internal progression, providing a wide range of career opportunities across our global organisation.

Flexibility

Your health and wellbeing matter to us. Where possible, we support flexible working arrangements, including hybrid working, flexible start and finish times, part‑time hours or job sharing—helping you balance your lifestyle while achieving your ambitions.

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.

Hitachi brings together the world’s greatest minds to help breathe life into new possibilities – and drive innovation for a better future. That’s why we look for individuals who share our pioneering spirit, have imaginative ideas and are fearless when it comes to tackling the world’s biggest challenges. Our people love technology – and they love making a difference. They have a passion for finding new solutions and working with brilliant colleagues. Every day they dedicate themselves to a huge range of exciting projects, contributing to the Hitachi vision around the globe. From engineering new sustainability solutions that conserve water and energy to creating the infrastructure for the smart cities of tomorrow, there’s no challenge too great for our pioneers. And there’s no shortage of opportunities for you to make a difference. Come and experience the dynamic, collaborative and creative environments where your ideas are welcome and new discoveries are waiting. To help you grow to your full potential, we strive to support our employees in their career aspirations and promote the freedom to explore new horizons.