Live Network Operations Manager - Incident & SLA Leader

Hitachi, Ltd.; Greater London; Hybrid; GBP 65,000 - 95,000; Full time

Job summary

Hitachi Rail is seeking a Duty Operations Manager to oversee live Network Operations from our London office. You will lead a team of Network Analysts, Rapid Responders and Service Desk Operators, driving incident management, fault resolution and day‑to‑day operational performance while upholding safety standards.

You will manage on‑call responsibilities outside normal hours, coordinate with customers, and ensure service levels are met through robust governance and continuous improvement

Qualifications

• Proven experience in incident and major incident management.
• Strong leadership and coaching abilities.
• ITIL, SLA and service management expertise.

Responsibilities

• Act as Incident Manager and coordinate resources to ensure service delivery.
• Lead a multifunctional technical workforce while maintaining safety and cost efficiency.
• Escalate incidents pre‑SLA breaches and communicate findings to stakeholders.
• Review service performance and drive continuous improvement in fault management.

Skills

Incident management

Leadership

ITIL

Stakeholder management

Communication

Change management

Risk management

Health & Safety

Job description

Hitachi Rail is seeking a Duty Operations Manager to oversee live Network Operations from our London office. You will lead a team of Network Analysts, Rapid Responders and Service Desk Operators, driving incident management, fault resolution and day‑to‑day operational performance while upholding safety standards.

You will manage on‑call responsibilities outside normal hours, coordinate with customers, and ensure service levels are met through robust governance and continuous improvement