Rail Delivery Group

Operations

• Support delivery of industry fares and retail-related services, including the Product Management Service, Retail Control Service, Routeing Guide Service, and Data Transformation and Distribution Service
• Support day-to-day Service Desk operations and ensure services meet contracted specifications and Service Level Agreements
• Provide First Line and some Second Line support for Incident, Service Request, and Problem Management
• Respond to routine requests and scheduled tasks and analyse complex or technical issues
• Provide fares, routeing guide, and timetables subject matter expertise
• Monitor service performance and escalate concerns to the Service Coordinator
• Operate Event, Incident, Service Request, Access, and Problem Management processes within the ITIL framework
• Investigate and resolve incidents and service requests, escalating issues when necessary
• Maintain accurate service desk records and document technical information and solutions
• Keep customers informed about incidents, service requests, maintenance, changes, and releases
• Liaise with suppliers and maintain collaborative working relationships
• Maintain centrally owned reference data and respond to workflow requests
• Identify and recommend service improvements and support release management
• Provide professional and technical advice regarding allocated services
• Assist with service testing, project work, and smaller independent projects
• Develop relationships with cross-industry stakeholders, including customers, internal departments, third-party suppliers, and the DfT
• Compile scheduled and ad-hoc internal and external reports

Service Operations Analyst – 12 Month FTC

Account Manager

• Develop and maintain trust relationships with Train Operating Companies, Rail Suppliers, and other Rail Organisations
• Proactively address stakeholder concerns through consistent engagement
• Understand, prioritise, and meet customer and supplier needs
• Identify innovative opportunities and solutions for Train Operating Companies
• Drive Rail Supplier efficiencies and align with other Rail Organisations to benefit the wider rail industry
• Collaborate on early solution design and high-level feasibility planning
• Coordinate with DTS and wider RDG strategic planning and design authority
• Serve as a main point of contact and trusted adviser for TOCs, Rail Suppliers, and Rail Organisations
• Operate across operations by solving problems and resolving internal DTS issues blocking incident resolution or change delivery
• Support strategic engagement between RDG, DTS, TOCs, Rail Suppliers, and other Rail Organisations
• Contribute to digital ticketing solution design, feasibility, industry knowledge, and strategic roadmaps
• Oversee budgets and commercial relationships with key delivery partners
• Support management of service contracts with key delivery partners
• Participate in TOC investment negotiations and commercial negotiations with key suppliers
• Juggle multiple tasks and workstreams while maintaining attention to detail

Business Relationship Manager

Data Analyst

• Deliver trusted insight, performance reporting and analytical products supporting Rail Delivery Group and the wider rail industry.
• Lead delivery of high-quality analysis, business intelligence and decision support across programmes and strategic initiatives.
• Drive the evolution of RDG's Business Intelligence capability with the Principal Analytics Lead.
• Shape the roadmap, governance, standards and operating model for Microsoft Fabric and Power BI.
• Provide recommendations on platform design, governance, tooling and technical direction.
• Support programmes and projects through decision-making, business case development, performance monitoring, benefits realisation and industry assurance.
• Deliver analytical projects from requirements gathering through to actionable insight generation.
• Lead the transition of Tableau reporting and analytical content into Microsoft Fabric and Power BI.
• Produce self-service dashboards, analytical products and visualisations.
• Identify and deliver transformation initiatives that reduce manual workload and improve productivity.
• Manage and develop two direct reports and a part-time contractor.
• Collaborate with stakeholders, data engineering, architecture and analytical teams.
• Present recommendations, analysis and evidence-based insights to internal colleagues, industry partners and external stakeholders.

Senior Data Analyst

Solutions Engineer

• Define, deliver and support solutions for RDG’s delivery programmes, products and services
• Ensure solution architecture meets business requirements
• Leverage RDG’s cloud platform and shared technology services
• Align solutions with RDG Architecture Principles and Policies
• Comply with agreed Government Digital Service (GDS) standards

Solutions Architect

• Identify, connect and consolidate data from disparate business systems, including NetSuite, Cascade, Smartsheet and other operational sources
• Design and set up robust ETL and data pipelines for clean, reliable and timely data flows into a central reporting layer
• Build a scalable data model, such as a star schema, for fast and flexible reporting
• Establish data governance practices including naming conventions, refresh schedules, version control and documentation
• Troubleshoot data quality issues at source with Finance Business Partner teams and implement early checks
• Design, build and maintain Power BI dashboards across finance, people and projects
• Support finance insight across P&L, budget versus actuals, cash flow and cost centre performance
• Support people reporting on headcount, attrition, hiring pipeline, pay and compa-ratio tracking
• Support project reporting on delivery status, resourcing, budget burn and milestone tracking
• Translate business questions into clear visualisations for non-technical stakeholders
• Own the end-to-end DAX and data modelling layer
• Roll out dashboards with access controls, including row-level security where needed, and train users
• Support Finance leadership and the wider Finance team with scenario modelling, automation, variance analysis and business case support
• Respond to emerging data requests while prioritising the core infrastructure roadmap

Financial Data Analyst, FTC 6M

Customer Success Manager

• Evolve the CRM programme and capability to drive customer engagement and commercial benefit
• Identify gaps and opportunities to improve customer experience, engagement, retention and conversion
• Support definition and prioritisation of requirements for the next phase following database consolidation
• Review customer journeys, data, platforms and measurement frameworks
• Develop recommendations for onboarding, engagement, retention and reactivation programmes
• Develop requirements and recommendations for the future preference centre, consent management approach and customer contact strategy
• Help define and document the future CRM operating model, including governance, processes, roles and responsibilities
• Evolve customer segmentation and profiling approaches to support personalisation
• Develop a future-state multi-channel CRM strategy spanning email, SMS, push notifications and emerging channels
• Incorporate customer insight and behaviour data into CRM planning and decision-making
• Recommend testing, measurement and optimisation frameworks for continuous improvement
• Identify opportunities to leverage new technologies, channels and CRM innovation
• Produce clear recommendations, business cases and strategic roadmaps for future CRM investment and capability
• Provide regular reporting, analysis and presentations to stakeholders

Service Operations Analyst – 12 Month FTC

Business Relationship Manager

Senior Data Analyst

Solutions Architect

Financial Data Analyst, FTC 6M

CRM Consultant – FTC 3M