Senior Service Delivery Lead - O&M & Client Ops

Hitachi, Ltd.; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Job summary

Hitachi Rail is recruiting a Service Delivery Manager for the TfL Connect contract to lead the Operations & Maintenance services, ensuring contractual compliance and performance, cost, and margin targets while maintaining high customer satisfaction. The role requires coordinating a 100+ strong O&M organisation, working with TfL and internal stakeholders to drive improvements and governance.

The role is based at the Waterloo office with travel to London sites.

Qualifications

• Strong commercial and contractual awareness.
• Proven customer and stakeholder management at a senior level.
• Experience influencing and coordinating teams through matrix structures.
• Knowledge of KPI, SLA, and service performance management.
• Strong project and change management capability.
• Experience driving operational performance and continuous improvement.

Responsibilities

• Establishment of baseline scope, budget and schedule data for accurate tracking.
• Implementing contract-compliant execution plan.
• Delivery of revenue, margin and service targets per contract.
• Maintain commercial strategy with client and sub-contractors for optimised outcomes.
• Manage contract risks and opportunities to ensure outcomes.
• Lead resources and teams to execute contracted work and achieve targets.
• Stakeholder management with internal peers and seniors.
• Provide and maintain Service File documentation for deliverables and targets.
• Plan and lead change management and pricing negotiations within mandates.
• Deliver internal and external reporting as required by the business.
• Ensure adherence to policy, process and risk management across services.

Skills

Commercial awareness

Stakeholder management

Matrix management

KPI & SLA management

Change management

Continuous improvement

Communication skills

Problem solving

Job description

Hitachi Rail is recruiting a Service Delivery Manager for the TfL Connect contract to lead the Operations & Maintenance services, ensuring contractual compliance and performance, cost, and margin targets while maintaining high customer satisfaction. The role requires coordinating a 100+ strong O&M organisation, working with TfL and internal stakeholders to drive improvements and governance.

The role is based at the Waterloo office with travel to London sites.