Service Operations Analyst (12 month FTC)

Rail Delivery Group; Greater London; On-site; GBP 34,000 - 44,000; Full time

Job summary

Rail Delivery Group is seeking a Service Operations Analyst to join the service delivery team on a 12-month Fixed Term Contract. You will support in the delivery of fares and retail services, assist in incident and service request handling, and provide day-to-day service desk support.

You will work across multiple services, including the Product Management Service and Data Transformation Service, ensuring quality and timely updates within SLAs while developing subject-matter expertise in rail

Qualifications

• High level of analytical skills.
• Ability to identify and resolve problems quickly and effectively.
• Good written and verbal communication skills.
• Intermediate to advanced knowledge of Microsoft Office suite (e.g. Excel, Word, Visio, Access).
• Excellent attitude to customer service.
• Attention to detail.
• Ability to adapt to new procedures and embrace change.
• Confident in working in a multi-stakeholder environment.

Responsibilities

• Monitor the performance of the Services to ensure they are delivered in accordance with contractual requirements and maintain service quality.
• Support the day-to-day operation of the Service Desk and manage tickets within ITIL processes.
• Investigate and resolve incidents and service requests, escalating when necessary.
• Maintain accurate records of work in the service desk system and document solutions for internal/external use.
• Keep customers informed on status of incidents and maintenance activities.
• Liaise with suppliers and maintain collaborative relationships.
• Maintain reference data and respond to workflow requests to meet business needs.
• Identify and recommend service improvements and support release management.
• Provide guidance on allocated services to support industry objectives.
• Assist with service testing and smaller projects as required.
• Build relationships with cross-industry stakeholders including customers and partners.

Skills

Analytical skills

Problem solving

Communication

MS Office

Customer service

Attention to detail

Adaptability

Stakeholder management

Education

Degree (Desirable)

Job description

Closing date: 07 October 2026 Salary: £33,786 to £44,282

Help Shape the Future of Britain's Railway Rail Delivery Group (RDG) partners with Britain's train operators to put customers at the heart of everything we do, delivering essential services and dedicated experts who keep the nation's railway running efficiently. From journey information, reservations and Railcards to improving performance, safety and accessibility, we drive the services and people that keep the railway moving. Anyone who has travelled by train or booked a journey for friends or family, will have used our services. We are integral to the running of the railway and play a crucial part at every stage of the customer journey - making sure we are delivering a better railway for all our customers, now and in the future. As we embark on a new era for rail, we are now looking for a Service Operations Analyst to join us. If you are motivated by meaningful work and want to play a role in the future of Britain's railway, we'd love to hear from you!

We are looking for a Service Operations Analyst to join our service delivery team on a 12-month Fixed Term Contract where you will support in the delivery of several key industry fares and retail related services. This includes the Product Management Service, the Retail Control Service, the Routeing Guide Service and the Data Transformation and Distribution Service. The post holder will support the day-to-day operation of the Service Desk to ensure the services are delivered in accordance with contracted specifications and within Service Level Agreements. The role will provide First Line (and some Second Line) support to end users and suppliers for Incident, Service Request and Problem management. You can expect a varied environment where you will be responding to routine requests and scheduled tasks as well as the analysis of more complex or technical issues, plus finding yourself involved providing fares, routeing guide and timetables subject matter expertise. If you have an interest in the UK Rail Industry and industry data or are keen to learn more about fares, ticketing and retail and want to play a role in the future of Britain's railway, we'd love to hear from you!

Key Responsibilities

• 1. Monitor the performance of the Services to ensure they are delivered in accordance with agreed contractual requirements and the quality of service is maintained. Ensure any concerns are escalated to the Service Coordinator.
• 2. Support the day-to-day operation of the Service Desk to ensure that tickets are effectively managed. Operate the key processes of Event, Incident, Service Request, Access and Problem Management within the ITIL framework, to ensure that the Service continues to meet customer requirements.
• 3. Investigate and manage the resolution of incidents and service requests, using judgement and initiative to determine the most appropriate course of action or providing escalation where resolution is not possible within SLA or defined areas of responsibility.
• 4. Maintain accurate records of work within the service desk software ensuring technical information is captured and solutions for internal or external use are documented.
• 5. Keep customers informed on the status and progress of reported incidents and service requests and information on maintenance works, changes and releases
• 6. Liaise and maintain collaborative working relationships with suppliers.
• 7. Maintain centrally owned reference data and respond to workflow requests in a timely manner to meet business requirements.
• 8. Identify and recommend changes or service improvements and support release management to improve the quality, efficiency and effectiveness of service delivery.
• 9. Provide professional and technical advice and guidance in relation to allocated services to support industry objectives
• 10. Assisting with service testing, project work and undertaking smaller independent projects when required
• 11. Develop and maintain effective relationships with key cross-industry stakeholders, including customer contacts, internal departments, Third-Party Suppliers and the DfT.
• 12. Compile reports to produce scheduled and ad-hoc reports for internal and external publication ensuring adherence to standards.

Requirements

We are less interested in ticking every box and more interested in finding someone who can make a positive contribution to our team. You'll likely bring:

• Essential - High level of analytical skills
• Essential - Ability to identify and resolve problems quickly and effectively
• Essential - Good written and verbal communication skills
• Essential - Intermediate to advanced knowledge of Microsoft Office suite of applications (e.g. excel, word, Visio, Access etc)
• Essential - Excellent attitude to customer service
• Essential - Ability to work accurately with attention to detail
• Essential - Ability to adapt to new procedures and embrace change
• Essential - Confident in working in a multi stakeholder environment
• Desirable - Degree or broad vocational experience