Closing date: 07 October 2026

Salary: £33,786 to £44,282

Help Shape the Future of Britain's Railway

Rail Delivery Group (RDG) partners with Britain’s train operators to put customers at the heart of everything we do, delivering essential services and dedicated experts who keep the nation’s railway running efficiently. 

From journey information, reservations and Railcards to improving performance, safety and accessibility, we drive the services and people that keep the railway moving. Anyone who has travelled by train or booked a journey for friends or family, will have used our services. We are integral to the running of the railway and play a crucial part at every stage of the customer journey – making sure we are delivering a better railway for all our customers, now and in the future.

As we embark on a new era for rail, we are now looking for a Service Operations Analyst to join us. If you are motivated by meaningful work and want to play a role in the future of Britain's railway, we'd love to hear from you!

We are looking for a Service Operations Analyst to join our service delivery team on a 12-month Fixed Term Contract where you will support in the delivery of several key industry fares and retail related services.

This includes the Product Management Service, the Retail Control Service, the Routeing Guide Service and the Data Transformation and Distribution Service.

The post holder will support the day-to-day operation of the Service Desk to ensure the services are delivered in accordance with contracted specifications and within Service Level Agreements.  The role will provide First Line (and some Second Line) support to end users and suppliers for Incident, Service Request and Problem management.

You can expect a varied environment where you will be responding to routine requests and scheduled tasks as well as the analysis of more complex or technical issues, plus finding yourself involved providing fares, routeing guide and timetables subject matter expertise.

If you have an interest in the UK Rail Industry and industry data or are keen to learn more about fares, ticketing and retail and want to play a role in the future of Britain's railway, we'd love to hear from you!

This isn’t an exhaustive list, but things you can expect to be involved with include:

1.       Monitor the performance of the Services to ensure they are delivered in accordance with agreed contractual requirements and the quality of service is maintained.  Ensure any concerns are escalated to the Service Coordinator.

2.       Support the day-to-day operation of the Service Desk to ensure that tickets are effectively managed. Operate the key processes of Event, Incident, Service Request, Access and Problem Management within the ITIL framework, to ensure that the Service continues to meet customer requirements.

3.       Investigate and manage the resolution of incidents and service requests, using judgement and initiative to determine the most appropriate course of action or providing escalation where resolution is not possible within SLA or defined areas of responsibility.

4.       Maintain accurate records of work within the service desk software ensuring technical information is captured and solutions for internal or external use are documented.

5.       Keep customers informed on the status and progress of reported incidents and service requests and information on maintenance works, changes and releases

6.       Liaise and maintain collaborative working relationships with suppliers.

7.       Maintain centrally owned reference data and respond to workflow requests in a timely manner to meet business requirements.

8.       Identify and recommend changes or service improvements and support release management to improve the quality, efficiency and effectiveness of service delivery.

9.       Provide professional and technical advice and guidance in relation to allocated services to support industry objectives

10.   Assisting with service testing, project work and undertaking smaller independent projects when required

11.   Develop and maintain effective relationships with key cross-industry stakeholders, including customer contacts, internal departments, Third-Party Suppliers and the DfT.

12.   Compile reports to produce scheduled and ad-hoc reports for internal and external publication ensuring adherence to standards.

Requirements

We are less interested in ticking every box and more interested in finding someone who can make a positive contribution to our team.

You'll likely bring:

Essential

·       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

·       Desirable

·       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. 

·       An interest in the UK Rail Industry and industry data. 

·       A good understanding of ITIL Service Management Best Practices

·       Good presentational skills for reporting on performance of business deliverables

·       Experience of developing and managing efficient and effective processes and procedures

Why Join Us?

This is more than just a job.

It's an opportunity to be part of an organisation that puts customers at the heart of everything we do, bringing the industry together to keep Britain connected. You'll work alongside passionate colleagues, contribute to projects with national impact and help shape the future of rail travel for generations to come.

At Rail Delivery Group, we are committed to creating a workplace where everyone feels welcomed, respected and able to be themselves. We are continually working to build an inclusive culture where everyone can thrive. Some of the ways we support our people include:

·       Employee networks

·       Flexible and hybrid working

·       Inclusive hiring practices

·       Wellbeing initiatives

·       Learning and development opportunities

We welcome applications from people of all backgrounds and experiences. If you require any reasonable adjustments during the recruitment process, we will work with you to provide the support you need.

Benefits

Why Work for RDG?

We offer a highly competitive package, including:

• 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