Service Delivery Manager

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

Job summary

Hitachi Rail GTS UK Limited is seeking a Service Delivery Manager to lead the TfL Connect O&M services, ensure contractual compliance, and achieve performance targets while maintaining customer satisfaction. The role demands senior stakeholder engagement, commercial oversight, and a proactive, improvement-minded leadership style.

The position is based at our Waterloo office with local London travel to sites, and offers hybrid working options to balance operations with flexibility.

Qualifications

• Strong commercial and contractual awareness.
• Senior-level stakeholder management experience.
• Experience influencing and coordinating teams via matrix structures.
• Knowledge of KPI, SLA and service performance management.
• Strong project and change management capability.
• Experience driving operational performance and continuous improvement.

Responsibilities

• Establish baseline scope, budget and schedule data for tracking.
• Implement contract-compliant execution plan.
• Deliver budgeted revenue, margin, cash and OTD to targets.
• Maintain an effective commercial strategy with client and subcontractors.
• Manage risks and service improvement initiatives.
• Provide governance, reporting and commercial control.
• Lead the 100+ O&M organisation through managers.
• Coordinate with TfL and internal stakeholders on performance.
• Drive customer engagement and satisfaction with contracts.
• Lead change management, gates and pricing negotiations.
• Maintain stakeholder management plans and communications.
• Deliver internal/external reporting as required.
• Ensure policy, process and procedures are followed.
• Plan responses to SLA performance issues and service credits.
• Capture customer feedback and respond to satisfaction trends.
• Support process improvements across service contracts.
• Collaborate with Business Winning for opportunities outside scope.
• Provide day-to-day leadership of the team.

Skills

Commercial awareness

Stakeholder management

Matrix management

KPI/SLA management

Project and change management

Operational improvement

Communication skills

Job description

Location:

London, London, United Kingdom

Job ID:

R0142147

Date Posted:

2026-09-09

Company Name:

Hitachi Rail GTS UK Limited

Profession (Job Category):

Communications & Corporate Affairs

Job Schedule:

Full time

Remote:

No

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 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.
• Implementing contract-compliant execution plan.
• 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
• Problem solving skills
• Self-disciplined
• 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.

At Hitachi Rail, there is a place for everyone. 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.