Service Operations Team Leader

ENGINEERINGUK; Manchester; On-site; GBP 44,000 - 53,000; Full time

Benefits offered by this job

Maternity/paternity/adoption leave

Flexible/hybrid working

28 days leave + statutory

Station discounts

Defined benefit pension

Train ticket discounts

Travel loan

Volunteer leave

Job summary

Network Rail is hiring a Service Operations Manager in Manchester to lead the IT service operations team within the DDaT directorate. You will enable services that keep passengers and freight moving, guiding a culture of performance, collaboration and continuous improvement.

Lead, coach and develop staff; set objectives, monitor results and provide feedback. Analyse operational data, manage SLAs, and ensure effective escalation, risk mitigation and knowledge sharing.

Qualifications

• Proven leadership with ability to influence across the organisation.
• Excellent communication and collaboration with service teams.
• Experience in operations leadership and coaching.
• Strong customer focus and continuous improvement mindset.
• Knowledge of Operating Systems, Desktop Software and network topologies used within large scale organisations.

Responsibilities

• Lead and develop a high-performing team to meet objectives.
• Set objectives, monitor performance, coach and mentor.
• Analyse operational data to drive improvements in service efficiency.
• Advise Digital, Data and Telecoms teams on operations processes.
• Maintain strong stakeholder relationships and ensure SLAs.
• Collaborate across teams to align resources and manage fatigue risks.
• Provide guidance and escalation support for Service Operations.
• Promote customer-first culture and communicate with senior leaders.
• Drive knowledge management and self-service improvements.

Skills

Leadership

People management

Stakeholder management

Communication skills

Strategic thinking

Data-driven decisions

Education

ITIL Practitioner/Manager

Job description

Network Rail is hiring a Service Operations Manager in Manchester to lead the IT service operations team within the DDaT directorate. You will enable services that keep passengers and freight moving, guiding a culture of performance, collaboration and continuous improvement.

Lead, coach and develop staff; set objectives, monitor results and provide feedback. Analyse operational data, manage SLAs, and ensure effective escalation, risk mitigation and knowledge sharing.