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- Tasks: Support the delivery of quality services in the Digital Ticketing Services team.
- Company: Join Rail Delivery Group, leading the transformation of Britain's railway system.
- Benefits: Enjoy 30 days annual leave, 75% off rail travel, and private medical insurance.
- Why this job: Be part of a significant digital ticketing programme shaping the future of UK rail.
- Qualifications: Service Transition knowledge, ITIL certification, and strong communication skills required.
- Other info: Hybrid working model with opportunities for career development and progression.
The predicted salary is between 27800 - 40280 £ per year.
Service Transition Analyst
Salary: £33,778 – £50,471
Contract: Permanent
Location: London – Hybrid
Annual Leave: 30 Days + Excellent Benefits
Closing date: 25th July 2025
Be Part of the Future of Rail
The railway in Britain is undergoing its most significant transformation in a generation, and Rail Delivery Group (RDG) is at the heart of it. With the creation of Great British Railways (GBR), we’re helping shape a new era of smarter, simpler, and more connected ticketing.
RDG’s Digital Ticketing Services (DTS) team leads innovation in smart ticketing, enabling fully interoperable digital solutions across the country. Our work helps Train Operating Companies (TOCs) deliver seamless journeys for millions of customers – now and into the future.
What is the purpose of this job?
The Digital Ticketing Services (DTS) team help train operators and rail retailers improve the ticketing experience for their customers by providing a range of central services including back-office, ticket fulfilment and system integration capabilities.
As a Service Transition Analyst, you will utilise the DTS Transition approach and support the Transition Team by enabling the delivery of quality services. You will help to ensure that services can be managed, operated and supported according to the requirements specified within their design.
The successful candidate will assist the Transition team by providing project specific input to support the assurance and delivery of services. This will be achieved by working closely with a range of internal and external stakeholders to ensure the services are implemented in line with transition plans, acceptance criteria and project specific outcomes in readiness for the projected service go live.
The successful candidate will report to the Service Transition Manager and work closely with the Projects and Programmes team to ensure all aspects of the service transition, readiness and functionality are considered by making key recommendations for go/no-go decisions at critical points in the project lifecycle.
What can I expect to do in this job?
This is not an exhaustive list; however, things you can expect to be involved with include:
- Input into developing a high-level Transition approach which may include onboarding of new service providers, introduction of new or replacement services and exiting from a service provider.
- Input into developing detailed Transition plans whilst working collaboratively and seeking agreement with all responsible internal and external stakeholders.
- Assisting the Service Transition team to ensure acceptance criteria has been updated and input into Service Readiness stage gates.
- Escalating to the Transition Manager any risks, issues, assumptions or dependencies associated with Transition readiness activities.
- Ensuring that Acceptance Criteria for all areas of operational support are kept up to date and validated by supporting teams.
- Assisting the Service Transition team in providing service-related recommendations which are fed into go/no-go decisions.
- Communicating with all stakeholders and participants to ensure that they are informed and aligned at all stages of the Transition lifecycle for the Programme.
- Ensuring knowledge transfer occurs between any incumbent and new service suppliers.
- Promote the use of ITIL best practices across DTS and RDG.
- Working collaboratively as part of a team to ensure that consistent and reliable services are delivered.
- Assist in managing Early Life Support on behalf of the Project directly after a service goes live.
- Provide reporting for ongoing Service Transition readiness activities.
What We’re Looking For
We are looking for a Service Transition Analyst who is highly personable, confident and is always willing to support others. They must also be willing to use their own experience, listen, develop and grow within the role. The DTS service team looks for likeminded people to join a close supportive team. People who want to participate in ever-changing journey of the service we provide to the Rail industry.
Essential Skills & Experience:
- Service Transition and Service Management knowledge achieved within a complex organisation.
- Awareness of Service Management frameworks and ideally ITIL v3 or ITIL 4 certified at Foundation level or above.
- Awareness of ISO Standards, specifically ISO20000-1.
- Ideally experience and knowledge within the transport industry, specifically rail.
- Experience in dealing with senior internal and external stakeholders would be beneficial.
- Effective organisational skills with the ability to identify and escalate problems efficiently.
- Good communication skills with an ability to build and maintain good working relationships.
- Proven stakeholder management experience and be comfortable in dealing with challenging and pressurised situations.
- Proven experience of assisting or managing small Service Transitions.
- Good problem solving and analytical skills.
- Have some experience in document management and the use of Microsoft Word, Excel, PowerPoint and Visio.
- Good time management skills to determine schedules and milestones and ensure that deliverables are completed on time.
- Knowledge of the delivery of Service improvement.
- Enthusiastic and able to work in a pro-active and independent manner
- Goo,d understanding of ITSM and ITSM Tooling (preferably ServiceNow)
Why Work for RDG?
We offer a highly competitive package, including:
- 75% off rail travel for personal and family use, plus international rail discounts.
- 30 days annual leave (plus buy/sell options and additional leave for key life events)
- Season ticket loan for commuting costs.
- Enhanced family leave – 30 weeks full pay for maternity, adoption, surrogacy, and shared parental leave.
- Pension scheme – up to 11.58% employer contribution.
- Private medical insurance (AXA PPP) including mental health and specialist care.
- Discounted gym membership and access to wellbeing programmes.
Career Development & Progression
You’ll be one of the key faces of a nationally significant programme and a recognised leader in the future of Pay As You Go ticketing. As part of our wider team of Programme and Project Managers, you’ll have the chance to shape the future of ticketing and progress into strategic or director-level programme leadership roles at RDG.
Apply Now & Shape the Future of UK Rail
If you’re ready to lead one of the UK’s most exciting digital ticketing programmes and want to work in a collaborative, forward-thinking environment, we’d love to hear from you.
Click Apply now to start your application and be part of a team that is leading digital innovation in the rail industry.
Please note that we are unable to consider applications from candidates who require visa sponsorship to work in the UK.
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Service Transition Analyst employer: Rail Delivery Group
Contact Detail:
Rail Delivery Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Transition Analyst
✨Tip Number 1
Familiarise yourself with ITIL best practices, as this role heavily relies on service management frameworks. Consider joining online forums or local meetups to discuss ITIL concepts and network with professionals in the field.
✨Tip Number 2
Gain insights into the rail industry by following relevant news and updates. Understanding current trends and challenges in digital ticketing will help you engage in meaningful conversations during interviews.
✨Tip Number 3
Practice your stakeholder management skills by volunteering for projects that require collaboration with diverse teams. This experience will prepare you for the dynamic interactions expected in the Service Transition Analyst role.
✨Tip Number 4
Brush up on your analytical and problem-solving skills by tackling case studies or simulations related to service transitions. This hands-on practice will enhance your ability to make informed recommendations during the transition lifecycle.
We think you need these skills to ace Service Transition Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service transition and management. Use keywords from the job description, such as 'ITIL', 'stakeholder management', and 'service readiness' to demonstrate your fit for the role.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific projects or experiences that align with the responsibilities of a Service Transition Analyst, showcasing how you can contribute to RDG's goals.
Highlight Relevant Skills: Clearly outline your skills related to service transition, project management, and communication. Provide examples of how you've successfully managed transitions or worked with stakeholders in previous roles.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, and ensure that all information is accurate and presented professionally.
How to prepare for a job interview at Rail Delivery Group
✨Understand the Role
Make sure you have a solid grasp of what a Service Transition Analyst does. Familiarise yourself with the key responsibilities mentioned in the job description, such as developing transition plans and managing stakeholder communications.
✨Showcase Your ITIL Knowledge
Since awareness of ITIL frameworks is essential for this role, be prepared to discuss your understanding of ITIL v3 or ITIL 4. Highlight any relevant certifications and how you've applied these principles in past experiences.
✨Prepare for Stakeholder Management Questions
Given the importance of dealing with senior internal and external stakeholders, think of examples from your previous roles where you successfully managed relationships or resolved conflicts. This will demonstrate your interpersonal skills.
✨Demonstrate Problem-Solving Skills
Be ready to discuss specific challenges you've faced in service transitions or project management. Use the STAR method (Situation, Task, Action, Result) to structure your answers and show how you effectively solved problems.
