Service Design & Transition Senior Analyst

Network Rail; Manchester; Hybrid; GBP 44,000 - 53,000; Full time

Job summary

Network Rail is seeking a Service Design & Transition Senior Analyst to join the DDaT directorate in Manchester. You will lead service management activities, define artefacts, and ensure ITIL-aligned practices across projects.

The role focuses on translating requirements into practical support models, managing Early Life Support, and coordinating with stakeholders to deliver reliable services in a complex rail environment.

Qualifications

• Experience in Service Management aligned to ITIL.
• ITIL v3 Foundation and Service Design & Transition qualifications or equivalent.
• Strong stakeholder management and risk handling skills.
• Formal Project/Programme qualifications (APM/PRINCE2/MSP) or equivalent.

Responsibilities

• Be the single point of contact for the project on support matters.
• Advise stakeholders on deviations from technology and support strategy.
• Translate non-functional requirements into a practical support model.
• Facilitate delivery of all agreed Service Acceptance Criteria including Opex budgets.
• Create and publish Service Definition, SLA, and Service Catalogue entries.
• Chair meetings between project and support stakeholders and provide progress updates.
• Communicate risks and issues to the Project Manager and log them in NR risk register.
• Manage Early Life Support and handover to operational support owners.

Skills

Service Management

ITIL Foundations

ITIL Lifecycle Knowledge

Stakeholder Management

Risk Management

Project & Programme Management

Communication

Education

ITIL v3 Foundation

ITIL v3 Service Design & Transition (Intermediate)

APM/PRINCE2/MSP Certification or equivalent

Tools

Service Management Tools

Job description

Service Design & Transition Senior Analyst

IRC2362435

Who We Are

About Network Rail...

Join Network Rail - Where People and Connections Matter

At Network Rail, we're dedicated to keeping passengers and freight moving safely and efficiently across the country. When you join us, you're not just part of a team - you're part of something that matters to millions. We believe that our people are at the heart of what we do, and every role plays a vital part in building a better, more connected railway. We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. To discover more about our ED&I commitments. We value flexibility and understand the importance of a healthy work-life balance. As a Disability Confident Leader, we'll do everything we can to accommodate any needs throughout the recruitment process. You can visit Evenbreaks Career Hive for advice on accessibility support. If you're ready to make a real difference, we'd love to hear from you!

Some of our great benefits:

We offer generous maternity, paternity, and adoption leave to support our employees during significant life moments

Flexible/hybrid working arrangements considered

Generous annual leave up to 28 days plus statutory days (role dependant), with the option to buy/sell days

Discounts at selected stations with your Network Rail pass

Defined benefit pension scheme

75% off leisure train tickets for you and your dependents (subject to T&Cs)

Interest-free travel loan for train and car park season tickets

Volunteer leave to make a positive impact

Duration:Permanent

Location:There are 2 roles, 1 based in Milton Keynes and 1 based in Manchester

Band & Salary:Band 4C £43,588 - £53,167

About the role

The railway has seen nearly 200 years of technology and innovation that has transformed how we provide services to passengers and freight customers.Technology is continuing to transform the railway industry. Imagine an exciting environment where Digital, Data, and Technology (DDaT) are not just buzzwords but the driving force behind every operation, every decision, and every solution.

As part of the DDaT directorate, you have a unique opportunity to enable our customers and industry partner with modern and transformative technology. From the day-to-day IT operations that keeps a national railway running, to the extensive delivery programmes that our helping to reshape the railway - we are at the forefront of all of it. We operate with a talented and passionate workforce, fostering empowered individuals and teams who understand that technology is not just a tool - it's the catalyst for progress, especially in an ever-demanding industry where change is a constant.

Main Responsibilities

Key Accountabilities

• Be the single point of contact for the project on matters regarding support.
• Advise the project and support stakeholders of any deviations from technology and support strategy, standards, and policies.
• Translate the non-functional requirements into a practical support model.
• Facilitate the delivery of all agreed Service Acceptance Criteria including operational expenditure budget.
• Create and publish agreed service artefacts such as (but not confined to) Service Definition, Service Level Agreement and Service Catalogue entry.
• Chair any necessary meetings between the project and support stakeholders (internal and external) and provide regular progress updates to all support stakeholders.
• Communicate any risks and issues affecting the support organisation to the Project Manager and log them in the Network Rail risk register.
• Manage the Early Life Support period and facilitate a graceful handover to the operational support owners.

Your experience and skills

Who are we looking for?

Meet the essential criteria

• Proven experience in Service Management.
• This role is aligned to the ITIL framework, therefore ITIL v3 Foundation
• ITIL v3 qualified to Service Design & Transition Lifecycle/Capabilities (Intermediate Level) or equivalent experience
• Good stakeholder management skills and experience.
• Good understanding & experience of using service management tools
• Good communicator across all levels
• Demonstrates a good working knowledge of management structures and reporting procedure
• Understanding of risk management
• Formal Project and Programme Management qualifications such as APM, PRINCE2 and MSP or equivalent experience

Leadership Capability

The following key Leadership capabilities are expected to be demonstrated at Role Model level:

• Tracking Performance
• Thinking Flexibly

The following key Leadership capabilities are expected to be demonstrated at Good/Adds Value level:

• Creating Solutions
• Influencing others
• Building Teams
• Putting The Customer First

Additional Information...