Service Management Specialist

2 weeks ago

London, United Kingdom Rail Delivery Group Full time

About RDG

Rail plays an ever more crucial role in Britain, with long term growth in customer and freight. The Rail Delivery Group brings together all passenger and freight operators with Network Rail and HS2, providing services and support to enable them to succeed by delivering better services for customers.

RDG exists to unify, challenge and change.

RDG’s values, known as ASPIRE, are Accountability, Support, Partnership, Inclusive, Respect and Excellence. Our values form an integral part of our recruitment, performance and recognition processes.

RDG supports Smart Working arrangements. As part of our smart working principles, we have adopted the hybrid style of working which allows employees the freedom to split more of their time between the home and office. We believe this improves productivity through a focus on outputs and enables a better work life balance for all our employees.

Find out more about: Rail Delivery Group, our values, and the benefits available to our staff.

The RDG has for several years been advocating for structural reform of the rail industry. Earlier in 2021, we welcomed the white paper as a transformational moment for the industry. We are actively supporting and engaging in the reform of the industry and are clear that there will be some changes as to where in the long term, some functions of the important work we do is carried out. This is a once in a generational moment for the industry and the roles listed below are opportunities which will play an important part in delivering for customers and against the Government’s long term vision for the sector. It is an exciting time to help shape and evolve a sector which is vital to support the long term prosperity of the nation as we look to recovery.

Closing date: 28 November 2023

What is the purpose of this job?

The primary role of the Service Management Specialist is to support Service and Transition Management deliverables for existing and future programmatic service and system deliveries.

The Service Management Specialist will be required to build and maintain relationships which is pivotal to the role. Liaison and knowledge management sharing is key to ensure right outcomes for the services the DTS group will be working to improve and deliver.

They will feed into and support the areas of the wider team such as the Delivery Team, Design Authority (DA), Transition Management and the functional teams, Service, Technical and Test team.

This role requires strong relationship, engagement and communication skills and be extremely organised and be able to work to tight deadlines.

What can I expect to do in this job?

This isn’t an exhaustive list, but things you can expect to be involved with include:
Service Management Support
- TOC Service Support Model management
- ensuring that recently migrated or new TOCs services have the required amendments and changes applied.
- Backfill and standby for Change Management as and when needed. E.g., holiday cover.
- Support all Service-related documentation review, updating and creation relieving Service Support Analysts to concentrate on the ServiceNow CSIP items and deliver them. E.g., TOC Service Support Models, Service process documentation, templates and run books.
- This could also include supportive review and not limited to. The Incident, and Problem, Change and Release Management processes and any other documentation which may require amendment or enhancement to support the customer or stakeholder DTS experience.

Transition support
- Creation and management of TOC or new service specific templates; the ELS Management Pack and ELS Tracker with the identification of correct suppliers.
- Setting up meetings with TOCS or suppliers regarding ELS arrangements.
- Capturing actions and sending out ELS documentation for TOC awareness.
- Creation of ELS meetings and a MS Teams group chat once a go decision has been received.
- Maintenance of the Trello board to ensure the status of TOC migrations is current.
- Service support model - ensuring that recently migrated TOCs have made any amendments. Linked to the above which we currently do in Service.

Bilateral support and documentation creation or updating of any existing service and support documentation to be included in the Transition and Service deliverables. E.g.,
- STH
- TMS
- Barcode
- RPOST
- FRT
- PAYG
- In housing out of hours support
- Align and work with Design Authority, Delivery Managers, Tech and Test analysts and Live Service Management to determine the contents of the Service Model requirements and delivery timeframes.
- Support the business on go‐lives relating transitions to existing or new services to the DTS services, liaison with DTS Participants to ensure inclusion and transparency.
- Support the communication and meeting arrangements of Service Transition or live Service to the customer, stakeholder, and wider supply chain.

Dimensions of the role:
This role will be ITIL V3 or equivalent certified and be

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