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- Tasks: Lead IT service transformation and enhance supplier governance across a dynamic organisation.
- Company: First Rail, a leading UK rail operator with a commitment to sustainability.
- Benefits: Hybrid working, travel discounts, shopping perks, and share purchase schemes.
- Other info: Join a collaborative team dedicated to continuous improvement and operational excellence.
- Why this job: Make a real impact in a fast-paced environment while shaping modern service management practices.
- Qualifications: Experience in IT service management and strong negotiation skills required.
The predicted salary is between 60000 - 75000 ÂŁ per year.
First Rail is one of the most experienced rail operators in the UK, with more than 770,000 passenger journeys daily last year across our Department for Transport contracted operations and open access routes. We operate two major UK train operating companies - Avanti West Coast, Great Western Railway (GWR), and two open access passenger rail services, Hull Trains and Lumo. Our First Rail head office is home to specialist teams that provide expert support across the Engineering, Finance, Property, Operations, Procurement, IT, and Human Resources functions of the rail division.
This role sits at the heart of FirstGroup’s major IT Service Transformation, helping to unify, modernise and elevate how IT services are delivered and governed across a diverse organisation. You’ll shape Group-wide service management practices, bringing an external view of what “good” looks like and embedding modern, consistent ways of working across multiple operating companies and suppliers. Working in an Agile environment, you’ll translate strategy into real, usable capability—balancing big‑picture direction with hands‑on implementation in tools and processes.
Your Main Responsibilities will be:
- Develop and maintain a Group‑wide supplier and contract governance framework
- Set and embed standards for supplier performance, SLAs/OLAs and contractual compliance
- Drive commercial value and cost efficiency through strong commercial insight and negotiation
- Lead supplier reviews, governance forums and commercial discussions, ensuring visibility of performance, risks and dependencies
- Establish Service Level Management as a core capability, defining KPIs and performance frameworks
- Embed consistent service review rhythms across operating companies and drive proactive, insight‑led performance management
- Define "what good looks like" for Service Management, aligned to modern frameworks such as ITIL 4
- Partner with operational teams to evolve practices and improve Service Management maturity
- Work within Agile delivery teams, acting as the Service Management voice in sprint delivery
- Use Azure DevOps and Freshservice to design, configure and deliver practical service workflows and capabilities
- Shape and deliver a maturity roadmap, improving FCR, MTTR and reducing incidents
- Promote continuous improvement and knowledge‑led support, ensuring operational readiness for new services
- Influence stakeholders across a federated organization, navigating competing priorities and aligning standards
- Facilitate workshops, define best‑practice approaches and act as a trusted advisor across the enterprise
You will need Experience Needed:
- IT Service Management experience in complex, multi‑entity or federated organisations
- Strong supplier/vendor management, including commercial negotiation and performance oversight
- Proven track record improving Service Management maturity
- Hands‑on experience with ITSM tools (e.g., Freshservice)
- Experience working in Agile delivery environments and tools such as Azure DevOps
- Background in regulated or large‑scale enterprise environments (beneficial)
Skills Required:
- Excellent stakeholder management and influencing skills, including influencing without authority
- Strong negotiation and commercial acumen, balancing cost, value and service quality
- Ability to translate best practice into practical, usable solutions
- Strategic thinking combined with hands‑on delivery capability
- Comfortable working in Agile ways of working
- Strong communication skills and confidence using tooling to support delivery
Knowledge:
- ITIL Foundation minimum; ITIL 4 preferred
- Deep understanding of Service Management maturity models and evolving practices
- Practical knowledge of ITSM platforms (e.g., Freshservice) and Agile tools (e.g., ADO)
About the location: Based at The Point, London, with Hybrid working included.
The Reward:
- Travel Offers for Bus and Rail
- Shopping Discounts including discounts and cashback on electrical goods, your weekly shop, holidays, cinema trips, car insurance, upgrading your mobile and lots more
- Buy as You Earn – allows you to buy shares each month. You can vary the amount you save or stop it at any time. You need to participate in the scheme for at least 3 years to receive the matching shares
- Save as You Earn – allows you to use your savings after three years, to buy shares at a discounted price, or take your savings back as cash
- Employee Assistance Helpline – free, confidential employee support service provided by an independent provider
- Payroll Giving – donate directly from your pay to a Charity of your Choice
Service & Supplier Governance Manager employer: First Rail
Contact Detail:
First Rail Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service & Supplier Governance Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching First Rail and understanding their values and operations. Tailor your responses to show how your experience aligns with their goals, especially in IT Service Management and supplier governance.
✨Tip Number 3
Practice your negotiation skills! Since this role involves commercial discussions, being able to articulate your value and negotiate effectively will set you apart from other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the First Rail team.
We think you need these skills to ace Service & Supplier Governance Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in IT Service Management and supplier governance. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Showcase Your Stakeholder Skills: Since this role involves a lot of collaboration, emphasise your stakeholder management and influencing skills. Share examples of how you've navigated competing priorities and built strong relationships in previous roles.
Demonstrate Your Agile Experience: We’re keen on candidates who are comfortable working in Agile environments. Highlight any experience you have with Agile methodologies and tools like Azure DevOps, as this will show us you can hit the ground running.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at First Rail
✨Know Your Stuff
Make sure you brush up on IT Service Management principles, especially those related to multi-entity organisations. Familiarise yourself with frameworks like ITIL 4 and be ready to discuss how you've applied these in your previous roles.
✨Showcase Your Negotiation Skills
Prepare examples of past negotiations with suppliers or vendors. Highlight how you balanced cost, value, and service quality. This will demonstrate your commercial acumen and ability to drive efficiency.
✨Be Agile Ready
Since the role involves working in Agile environments, be prepared to discuss your experience with Agile methodologies and tools like Azure DevOps. Share specific instances where you contributed to sprint delivery and how you adapted to changing priorities.
✨Engage Stakeholders Effectively
Think about how you've influenced stakeholders in the past, especially without direct authority. Prepare to share strategies you've used to align competing priorities and ensure everyone is on the same page.