Team Leader (Service Operations)

Network Rail; Manchester; On-site; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Flexible/hybrid working arrangements

Job summary

Network Rail in Manchester is seeking a senior IT operations leader to guide the Digital, Data and Technology (DDaT) function. You will lead a high-performing team, drive service improvements, and act as a trusted advisor to multiple teams while ensuring SLAs and stakeholder satisfaction.

The role emphasises collaboration across Service Operations, data-driven decision making and a customer-first approach in a large-scale national railway environment. Hybrid working arrangements are considered.

Qualifications

• Ability to positively influence across the organisation.
• Excellent communication skills and the ability to work collaboratively within the Service Operations team.
• Experience in or able to demonstrate leading, coaching and developing people in an operational environment.
• Familiar with planning and resource modelling techniques and their application in an operational environment.

Responsibilities

• Lead, inspire and develop a high-performing team to meet objectives and service standards.
• Set objectives, monitor performance and provide coaching and feedback.
• Analyse operational data to identify trends and drive improvements in service efficiency.
• Act as trusted advisor to Digital, Data and Telecoms teams on Service Operations processes.
• Ensure SLAs are met and manage stakeholders, suppliers and support teams.
• Collaborate across Service Operations and Management teams for resource planning and fatigue management.

Skills

Leadership

Communication

Stakeholder management

Coaching & mentoring

Customer focus

Data analysis

Education

ITIL certification

Tools

Operating Systems

Desktop Software

Network topologies

Job description

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. Click here to learn more.
We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. To discover more about our ED&I commitments click here. 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

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 partners with modern and transformative technology. From the day-to-day IT operations that keeps a national railway running, to the extensive delivery programmes that are 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.

Get ready to embark on a journey where your skills will not just be utilised; they'll be honed and expanded. You're not just joining a team; you're becoming part of a collective force helping to build and operate a railway fit for the next 200 years!

About the role

Lead, inspire and develop a high-performing team, creating a positive and motivating environment that enables individuals to achieve business objectives, service standards and their full potential.

Set clear objectives, monitor performance and provide regular coaching, mentoring and constructive feedback to support continuous improvement, career growth and professional development.

Analyse operational and performance data to generate meaningful management information, identify trends and drive improvements in service efficiency, availability and customer satisfaction across Network Rail Information Technology services.

Act as a trusted advisor to Digital, Data and Telecoms teams on Service Operations processes, ensuring best practice adoption and serving as the key point of contact for stakeholders, suppliers, projects and support teams.

Build and maintain strong relationships with customers, suppliers and partners, ensuring service delivery meets agreed Service Level Agreements (SLAs) and proactively addressing performance gaps through effective improvement plans.

Collaborate across Service Operations and Management teams to align resources, share best practice and ensure effective workforce planning, while maintaining compliance with fatigue management guidelines and mitigating operational risks.

Provide expert guidance, support and escalation management for Service Operations & Management teams and the wider Route Services organisation, acting as a mentor and role model for colleagues.

Champion a customer-first culture by developing strong stakeholder relationships, understanding customer needs and ensuring all team members consider the impact of their actions on service users and future business requirements.

Deliver clear and effective communication to key stakeholders and senior leaders, including VIP users, providing timely updates, guidance and resolution to issues impacting service delivery.

Promote and embed knowledge management practices across the team, encouraging collaboration and knowledge sharing to improve service quality, first-contact resolution and customer experience.

• Support continuous service improvement by identifying opportunities for automation, enhancing self-service capabilities and increasing the effectiveness of customer-facing and Service Desk knowledge resources.

Your experience and skills

Who are we looking for?

Meet the essential criteria/ Apply today to join our team!

• Ability to positively influence across the organisation.
• Excellent communication skills with the ability to work collaboratively within the Service
• Operations leadership team.
• Strong customer focus with personal drive to improve customer service and satisfaction.
• Highly self-motivated and energetic with a natural talent for enthusing and motivating people to achieve high performance standards.
• Experienced in or able to demonstrate the ability to lead, coach and develop people in an operational environment.
• Familiar with planning and resource modelling techniques and their application in an operational environment.
• Sound knowledge of Operating Systems, Desktop Software and network topologies used within large scale organisations.
• ITIL qualified to Practitioner's or Manager's level.