At a Glance
- Tasks: Lead a dynamic team to ensure seamless network operations and incident management.
- Company: Join Hitachi Rail, a global leader in digital transformation and technology.
- Benefits: Enjoy flexible working arrangements, competitive salary, and extensive training opportunities.
- Other info: Inclusive workplace with a commitment to diversity and personal growth.
- Why this job: Make a real impact in a fast-paced environment while developing your career.
- Qualifications: Experience in incident management and strong leadership skills required.
The predicted salary is between 41400 - 50600 £ per year.
Location: London, London, United Kingdom
Job ID: R0144415
Date Posted: 2026-11-05
Company Name: Hitachi Rail GTS UK Limited
Profession (Job Category): IT, Telecom & Internet
Job Schedule: Full time
Work Arrangement: Onsite
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.
Job Description
We are looking for a Duty Operations Manager to join the Services team at Hitachi Rail. In this role, you will oversee live Network Operations, ensuring continuity of service for Connect contract end users. Leading a team of Network Analysts, Rapid Response Technicians, and Service Desk Operators, you will be responsible for driving day-to-day operational performance, incident management, and fault resolution activities.
Key Responsibilities
- Act as Incident Manager, liaising with the nominated customer point of contact to ensure adequate resources are deployed.
- Outside normal working hours, act as the senior manager on call on behalf of the Services Team.
- Lead and manage a multifunctional technical workforce on a day-to-day basis, ensuring service delivery is professional, comprehensive, safe, and cost-effective.
- Promote the consistent application of best practices, company policies, and operational standards across all service delivery activities.
- Lead a team of Rapid Response Engineers and Network Technicians, overseeing the diagnosis, scheduling, and management of operational works.
- Ensure robust operational plans are in place to meet both internal performance targets and customer service level agreements (SLAs).
- Take ownership of SLA performance managed by the Service Centre.
- Proactively manage and escalate incidents before SLA thresholds are breached, ensuring timely resolution and effective communication.
- Document escalations, coordinate reviews with key stakeholders, and communicate findings and lessons learned back to operational teams.
- Attend regular service review meetings with managers and supervisors to discuss performance, issues, and operational updates.
- Identify and recommend improvements to support and delivery procedures, driving continuous improvement within the fault management process.
- Ensure best-practice initiatives are implemented effectively and delivered within agreed timescales.
- Escalate non-conformities and operational concerns to the Head of Service Operations where appropriate.
- Review and approve safe systems of work documentation and dynamic risk assessments to ensure risks are effectively managed.
- Support the safe and efficient operation of the Connect network through strong governance and compliance practices.
- Drive positive behavioural change within the team by leading by example and promoting accountability.
- Take ownership of operational issues, collaborating with colleagues and stakeholders to achieve swift and effective resolutions.
- Set clear, achievable objectives for team members and monitor performance against agreed targets.
- Identify competency gaps, develop training plans, and maintain training matrices to support team development.
- Regularly review team capability and performance to support continuous improvement and evolving customer requirements.
- Build and maintain effective relationships with customers and senior management teams through regular engagement and review meetings.
- Support senior leaders with requirements analysis, resource planning, and cost estimates for new works, projects, and contracts.
Technical Skills and Experience
- Incident and major incident management
- Service restoration, business continuity, and risk management
- Team leadership, coaching, and performance management
- Customer, supplier, and stakeholder engagement
- ITIL, SLA, and service management expertise
- Incident, problem, and change management
- Operational decision-making and escalation management
- Incident communications, reporting, and operational reviews
- Resource planning, workload prioritisation, and resilience planning
- Health & Safety compliance, audit readiness, and continuous improvement
Human Skills
- Self-motivated, organised, and committed to continuous improvement in a fast-paced environment.
- Strong stakeholder management, negotiation, and influencing skills.
- Able to perform effectively under pressure and manage complex, sensitive issues.
- Excellent communication skills, with the ability to engage confidently at all levels, including senior leadership.
- Strong interpersonal skills with the ability to build effective relationships across teams and customers.
- Customer-focused, proactive, and solutions-driven.
- Experience of working using own initiative and within a team environment.
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.
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.
Duty Operations Manager employer: Hitachi
At Hitachi Energy, we pride ourselves on being an exceptional employer, offering a dynamic work environment in Birmingham that fosters collaboration and innovation. Our commitment to employee growth is evident through continuous training opportunities and a culture that values diversity and inclusion, ensuring every team member can thrive while contributing to a sustainable energy future. Join us to be part of a global team dedicated to making a meaningful impact in the energy sector.
StudySmarter Expert Advice🤫
We think this is how you could land Duty Operations Manager
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Hitachi values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Hitachi might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Hitachi!
✨Direct Apply to Hitachi
Let's not forget to apply directly through the Hitachi website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Duty Operations Manager
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Hitachi.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Hitachi. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Hitachi
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
