Service Delivery Manager

Hitachi Rail; Greater London; On-site; GBP 85,000 - 110,000; Full time

Job summary

Hitachi Rail is seeking a Service Delivery Manager to lead the TfL Connect contract's O&M delivery from our Waterloo office. You will steer a 100+ strong organisation, ensuring contractual compliance, KPIs, SLAs and customer satisfaction.

The role combines commercial acumen with service leadership, governance, reporting and continuous improvement, with London travel to sites such as Canary Wharf and Palestra House.

Qualifications

• Experience in senior level stakeholder management with strong commercial awareness.
• Ability to influence and coordinate teams through matrix structures.
• Knowledge of KPI, SLA and service performance management.
• Proven project and change management capabilities.
• Experience driving operational performance and continuous improvement.

Responsibilities

• Delivery of revenue, margin, cash and OTD to contracted targets.
• Maintain effective commercial strategy with client and sub-contractors.
• Governance, reporting and contractual compliance across the O&M scope.
• Lead the 100+ O&M team and manage resources and facilities.
• Stakeholder engagement with TfL and internal teams; drive improvements.

Skills

Commercial awareness

Contractual awareness

Stakeholder management

Matrix leadership

KPI/SLA knowledge

Project/change management

Continuous improvement

Initiative and teamwork

Self-motivation

Communication/interpersonal skills

Job description

We are currently looking for a Service Delivery Manager to join the Connect Operations function within Hitachi Rail.

As a Service Delivery Manager, you will be responsible for the successful delivery of the Operations & Maintenance (O&M) services within the TfL Connect contract, ensuring contractual compliance, and performance, cost and margin targets are consistently achieved alongside a high level of customer satisfaction.

Acting as the senior service delivery lead, you will influence and coordinate a 100+ strong O&M organisation through manager interfaces, ensuring all areas of the business deliver their obligations in line with customer expectations and contractual requirements. Working closely with TfL and internal stakeholders, you will maintain strong customer relationships, drive operational performance against KPIs and SLAs, manage risks and service improvement initiatives, and ensure effective governance, reporting, and commercial control.

This role will combine strong customer engagement, commercial awareness, and service delivery leadership to ensure the TfL Connect service is delivered safely, efficiently, and effectively, while fostering a culture of continuous improvement and operational excellence.

This role will be based at our Waterloo office and will require local travel within London to sites such as Palestra House, Canary Wharf and customer locations.

Key Responsibilities

• Establishment of baseline scope, budget and schedule data allowing accurate tracking of execution.
• Delivery of budgeted revenue, margin, cash and OTD to the contracted performance and service level targets.
• Establishing & maintaining an effective commercial strategy with client and sub-contractors, to deliver optimised outcomes.
• Effective management of contract R&O to optimise certainty and outcome.
• Ensure resources, facilities and any other considerations are in place as appropriate and the provision of resource forecasts and, overseeing the organisation and management of team.
• Effective stakeholder management with internal peers and seniors.
• Provision and maintenance of Service File documentation ensuring personnel have a full understanding of the deliverable and the targets.
• Planning and leading systematic change management, including Customer change requests relevant to the contract, gate reviews and negotiation of pricing within granted mandates.
• Establish and maintain a stakeholder management plan which promotes the correct lines and content of communication
• Delivery of internal and external reporting and communication as required by the business.
• Ensuring that corporate policy, strategy, process and procedures are followed, particularly services, projects, bids, engineering, quality and risk management.
• The planning and tracking of effective responses to adverse SLA performance and service credits performance, so as to maintain high levels of SLA compliance & minimal (or positive) service credits.
• Completion of regular customer satisfaction feedback sessions, including the planning and delivery of effective responses to adverse satisfaction trends.
• Support to the establishment of process improvements and best-practice approaches across service contracts, leveraging approaches and learning from the wider business.
• Active liaison with the Business Winning teams to attract support to opportunities identified through execution of the contract which fall outside the scope of current contract activities.
• Day-to-day leadership of the team / matrix team assigned for the execution of the work.
• Contribute to goals for the assigned team when appropriate, aligned to contract and business.

Technical Skills and Experience

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

Human Skills

• Experience of working using own initiative and within a team environment
• Self-motivated and self-aware
• Excellent communication and interpersonal skills

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.