Service Delivery Manager in London

Location: London, London, United Kingdom Job ID: R Date Posted: Company Name: Hitachi Rail GTS UK Limited Profession (Job Category): Communications & Corporate Affairs Job Schedule: Full time Remote: No

About Us

A career at Hitachi Rail will help create a legacy. With operations in every corner of the world, our work goes to the cutting-edge of digital transformation and technology. From the multi-cultural strength of our global organisation to the sustainable and innovative ways we work to bring people together, there’s something for everyone to get stuck into. And that’s where you come in.

Job Description

We are currently looking for a Service Delivery Manager to join the Connect Operations function within Hitachi Rail. As a Service Delivery Manager, you will be responsible for the successful delivery of the Operations & Maintenance (O&M) services within the TfL Connect contract, ensuring contractual compliance, and performance, cost and margin targets are consistently achieved alongside a high level of customer satisfaction.

Key Responsibilities

• Establishment of baseline scope, budget and schedule data allowing accurate tracking of execution.
• Implementing contract-compliant execution plan.
• Delivery of budgeted revenue, margin, cash and OTD to the contracted performance and service level targets.
• Establishing & maintaining an effective commercial strategy with client and sub-contractors, to deliver optimised outcomes.
• Effective management of contract R&O to optimise certainty and outcome.
• Ensure resources, facilities and any other considerations are in place as appropriate and the provision of resource forecasts and, overseeing the organisation and management of team.
• Effective stakeholder management with internal peers and seniors.
• Provision and maintenance of Service File documentation ensuring personnel have a full understanding of the deliverable and the targets.
• Planning and leading systematic change management, including Customer change requests relevant to the contract, gate reviews and negotiation of pricing within granted mandates.
• Establish and maintain a stakeholder management plan which promotes the correct lines and content of communication.
• Delivery of internal and external reporting and communication as required by the business.
• Ensuring that corporate policy, strategy, process and procedures are followed, particularly services, projects, bids, engineering, quality and risk management.
• The planning and tracking of effective responses to adverse SLA performance and service credits performance, so as to maintain high levels of SLA compliance & minimal (or positive) service credits.
• Completion of regular customer satisfaction feedback sessions, including the planning and delivery of effective responses to adverse satisfaction trends.
• Support to the establishment of process improvements and best-practice approaches across service contracts, leveraging approaches and learning from the wider business.
• Active liaison with the Business Winning teams to attract support to opportunities identified through execution of the contract which fall outside the scope of current contract activities.
• Day-to-day leadership of the team / matrix team assigned for the execution of the work.
• Contribute to goals for the assigned team when appropriate, aligned to contract and business.

Technical Skills and Experience

• Strong commercial and contractual awareness
• Proven customer and stakeholder management skills at a senior level
• Experience influencing and coordinating teams through matrix management structures
• Knowledge of KPI, SLA, and service performance management
• Strong project and change management capability
• Experience driving operational performance and continuous improvement

Human Skills

• Experience of working using own initiative and within a team environment
• Self-motivated and self-aware
• Problem solving skills
• Self-disciplined
• Excellent communication and interpersonal skills

What We Can Offer

We’re committed to helping you be at your best. At Hitachi Rail, we believe in developing our people and offer access to market-leading training, development opportunities and the chance to be mentored by industry experts. We prioritise internal progression, providing a wide range of career opportunities across our global organisation.

Flexibility: Your health and wellbeing matter to us. Where possible, we support flexible working arrangements, including hybrid working, flexible start and finish times, part-time hours or job sharing - helping you balance your lifestyle while achieving your ambitions.

Thank you for your interest in Hitachi Rail. If your application is of interest, we will be in contact. Please do not hesitate to discover more about us and our latest jobs at

At Hitachi Rail, there is a place for everyone.

We welcome and value differences in background, age, gender, sexuality, family status, disability, race, nationality, ethnicity, religion, and world view. It is our commitment to create an inclusive environment - we are proud to be an equal opportunity employer.

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Hitachi brings together the world’s greatest minds to help breathe life into new possibilities – and drive innovation for a better future. That’s why we look for individuals who share our pioneering spirit, have imaginative ideas and are fearless when it comes to tackling the world’s biggest challenges. Our people love technology – and they love making a difference. They have a passion for finding new solutions and working with brilliant colleagues. Every day they dedicate themselves to a huge range of exciting projects, contributing to the Hitachi vision around the globe. From engineering new sustainability solutions that conserve water and energy to creating the infrastructure for the smart cities of tomorrow, there’s no challenge too great for our pioneers. And there’s no shortage of opportunities for you to make a difference. Come and experience the dynamic, collaborative and creative environments where your ideas are welcome and new discoveries are waiting. To help you grow to your full potential, we strive to support our employees in their career aspirations and promote the freedom to explore new horizons.

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