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Service Delivery Manager
Hitachi Rail
London, GBR
Full-time
Onsite
Discovered 4 days ago
Service delivery managementOperations and maintenance servicesCommercial and contractual managementCustomer and stakeholder managementMatrix managementKPI management
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Service delivery managementOperations and maintenance servicesCommercial and contractual management
Role Overview
Hitachi Rail is seeking a Service Delivery Manager for the Connect Operations function.
The role leads delivery of Operations and Maintenance services within the TfL Connect contract.
The role is the senior service delivery lead for a 100-plus-person Operations and Maintenance organisation.
Key Skills for This Role
Service delivery managementOperations and maintenance servicesCommercial and contractual managementCustomer and stakeholder managementMatrix managementKPI management
Full Job Posting
Role Overview
Hitachi Rail is seeking a Service Delivery Manager for the Connect Operations function.
The role leads delivery of Operations and Maintenance services within the TfL Connect contract.
The role is the senior service delivery lead for a 100-plus-person Operations and Maintenance organisation.
Key Responsibilities
- Establish baseline scope, budget, and schedule data for accurate execution tracking.
- Implement contract-compliant execution plans and deliver revenue, margin, cash, and on-time delivery targets.
- Manage commercial strategy, contract risks and opportunities, and outcomes with clients and subcontractors.
- Ensure resources and facilities are available, provide forecasts, and oversee team organisation and management.
- Manage stakeholders across TfL, internal peers, senior colleagues, and customer locations.
- Maintain Service File documentation and ensure personnel understand deliverables and targets.
- Lead customer change requests, gate reviews, and pricing negotiations within granted mandates.
- Maintain stakeholder communication plans and deliver internal and external reporting.
- Ensure corporate policies and processes are followed across services, projects, bids, engineering, quality, and risk management.
- Manage responses to adverse SLA performance and customer satisfaction trends.
- Support process improvement and best-practice approaches across service contracts.
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