London-Based Network Operations Duty Manager

Hitachi; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

Hitachi Rail GTS UK Limited in London is seeking a Duty Operations Manager to oversee live Network Operations and lead a team of Network Analysts, Rapid Response Technicians, and Service Desk Operators. You will drive day-to-day performance, incident management, and fault resolution to minimise disruption while prioritising safety and service quality.

Based in our London office, you will coordinate with customers, manage on-call coverage outside normal hours, and continuously improve processes

Qualifications

• Experience leading a multi-disciplinary operations team in a technical environment.
• Proven ability to manage incidents in real time and minimise disruption.
• Strong ITIL-based service management expertise.
• Excellent stakeholder and customer engagement skills.

Responsibilities

• Act as Incident Manager and coordinate resources with customers.
• Lead a multifunctional technical workforce to deliver service safely and cost-effectively.
• Ensure SLA targets are met and escalate as needed.
• Develop and implement robust operational plans and improvements.
• Oversee incident management, fault resolution, and reviews.
• Maintain safety standards and governance across operations.
• Engage with customers and senior management in regular reviews.
• Identify competency gaps and plan team training.

Skills

Incident & major incident management

Service restoration & continuity

Team leadership

Customer & stakeholder engagement

ITIL, SLA & service management

Incident, problem & change management

Operational decision-making

Incident communications & reviews

Resource planning & resilience

Health & Safety compliance

Job description

Hitachi Rail GTS UK Limited in London is seeking a Duty Operations Manager to oversee live Network Operations and lead a team of Network Analysts, Rapid Response Technicians, and Service Desk Operators. You will drive day-to-day performance, incident management, and fault resolution to minimise disruption while prioritising safety and service quality.

Based in our London office, you will coordinate with customers, manage on-call coverage outside normal hours, and continuously improve processes