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Operations Service Manager (PAYG Implementation, Rail)
6 Month Engagement
Manchester - Office based twice per week
Day rate: Up to 525 per day Outside IR35
Role Overview
We are seeking an Operations Service Manager to design and implement the end-to-end service arrangements for the Pay-As-You-Go (PAYG) rail proposition. This role will ensure service processes, interfaces, and performance standards are in place to deliver a seamless experience for customers and stakeholders.
Key Responsibilities
- Design and implement end-to-end service arrangements to support PAYG in rail.
- Define and agree Service Level Agreements (SLAs) with relevant parties.
- Establish and embed processes to manage interfaces with third-party providers.
- Develop internal processes to ensure smooth and reliable service delivery for customers.
- Work closely with the Change Manager to ensure new processes and changes are embedded effectively within the organisation.
- Coordinate across multiple stakeholders to align on service expectations and delivery.
Essential Skills & Experience
- Proven experience in service management, operations, or service design within transport, infrastructure, or other large-scale customer-facing environments.
- Strong understanding of SLAs, service frameworks, and operational processes.
- Demonstrated ability to manage third-party relationships and service interfaces.
- Experience establishing internal operational processes for service delivery.
- Excellent stakeholder management skills, with the ability to collaborate across multiple organisations.
- Strong organisational, problem-solving, and communication skills.
Desirable Skills
- Knowledge of PAYG systems or transport ticketing solutions.
- Experience supporting large-scale service transitions or implementations.
- Understanding of customer experience design in public services or transport.
(Rullion is a recruitment agency)
Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.
