Service Delivery Manager - Operations
hace 12 días
Manchester
Operations Service Manager (PAYG Implementation, Rail) 6 Month Engagement Manchester - Office based twice per week Day rate: Up to £525 per day Outside IR35 Role Overview We are seeking an Operations Service Manager to design and implement the end-to-end service arrangements for the Pay-As-You-Go (PAYG) rail proposition. This role will ensure service processes, interfaces, and performance standards are in place to deliver a seamless experience for customers and stakeholders. Key Responsibilities • Design and implement end-to-end service arrangements to support PAYG in rail., • Define and agree Service Level Agreements (SLAs) with relevant parties., • Establish and embed processes to manage interfaces with third-party providers., • Develop internal processes to ensure smooth and reliable service delivery for customers., • Work closely with the Change Manager to ensure new processes and changes are embedded effectively within the organisation., • Coordinate across multiple stakeholders to align on service expectations and delivery. Essential Skills & Experience • Proven experience in service management, operations, or service design within transport, infrastructure, or other large-scale customer-facing environments., • Strong understanding of SLAs, service frameworks, and operational processes., • Demonstrated ability to manage third-party relationships and service interfaces., • Experience establishing internal operational processes for service delivery., • Excellent stakeholder management skills, with the ability to collaborate across multiple organisations., • Strong organisational, problem-solving, and communication skills. Desirable Skills • Knowledge of PAYG systems or transport ticketing solutions., • Experience supporting large-scale service transitions or implementations., • Understanding of customer experience design in public services or transport.
