Service Operations Analyst – 12 Month FTC

Rail Delivery Group

. 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 .

Posted 9/24/2026full-timeLondon • United KingdomMid-LevelSenior💰 £33,786 - £44,282 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in ITIL Service Management Best Practices and provides subject matter expertise in fares, routeing guides, and timetables. Capable of delivering exceptional customer service while managing service desk operations and collaborating with cross-industry stakeholders.

Highest-signal resume keywords

ITIL Service ManagementAnalytical SkillsCustomer ServiceMicrosoft Office SuiteProblem Resolution

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementService Request ManagementProblem ManagementData TransformationService Level AgreementsService Desk OperationsReportingProcess ImprovementService TestingWorkflow Management

Soft Skills

Communication SkillsAttention to DetailAdaptabilityCollaborationPresentation Skills

Tools & Technologies

Microsoft ExcelMicrosoft WordMicrosoft VisioMicrosoft Access

Industry Keywords

UK Rail IndustryRetail ServicesFares ManagementRouteing GuideStakeholder Engagement

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

High level of analytical skills
Ability to identify and resolve problems quickly and effectively
Good written and verbal communication skills
Intermediate to advanced knowledge of Microsoft Office suite of applications (e.g. excel, word, Visio, Access etc)
Excellent attitude to customer service
Ability to work accurately with attention to detail
Ability to adapt to new procedures and embrace change
Confident in working in a multi stakeholder environment
Degree or broad vocational experience acquired through a combination of job-related vocational training and considerable on-the-job experience, demonstrating development through involvement in a series of progressively more demanding and relevant work/roles (desirable)
An interest in the UK Rail Industry and industry data (desirable)
A good understanding of ITIL Service Management Best Practices (desirable)
Good presentational skills for reporting on performance of business deliverables (desirable)
Experience of developing and managing efficient and effective processes and procedures (desirable)

Benefits

Comp & perks

75% discount on rail travel (for work and leisure), plus international rail discounts
30 Days annual leave (plus buy/sell options and additional leave for key life events)
Two Personal Development Days are granted to employees annually
Interest-free 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 8.64% employer contribution
Subsidised Private Medical Insurance (Vitality PPP) and Health Cash Plan (Healthshield)
Access to our flexible benefits portal - a central hub for accessing retail discounts, shopping, dining, travel, and entertainment perks
Flexible working arrangements available
Employee networks
Wellbeing initiatives
Learning and development opportunities
Inclusive hiring practices
Reasonable adjustments during the recruitment process