AMS PSR

On behalf of Network Rail, we are looking for a Service Owner for a 12 Months contract based Hybrid/ in Milton Keynes/Manchester

Network Rail is at the heart of revitalising Britain’s railway. From Crossrail – Europe’s largest civil engineering project – to investment in world-class stations and major programmes of electrification, we are involved in some of the most ambitious and diverse ventures that this country has ever seen. We at Network Rail are dedicated to becoming one of Britain's best employers and believe this starts with placing the candidate at the heart of everything we do!

As a Service Owner, your main responsibilities will be:

• Accountable for the end to end delivery of one more Services to the agreed Service Level Agreement, and Operating Level agreements with internal and external service provider(S) and managing any risks to the service.
• Understand the Service components covering all elements of the service including application infrastructure and interfaces (input and outputs).
• Working closely with Customer Delivery Services and Strategy produce roadmaps for Services, to include enhancements, upgrades and maintenance releases required on the service or component of technology that delivers that service.
• Hold Service teams accountable for the delivery of their service element to the agreed service targets. 
• Co-ordinate communication amongst stakeholders both internally and within the Rail Industry on any updates or changes to service. On a rota basis provide 24x 7 cover for the provision of industry communications  
• Serve as the point of escalation for Major incidents for the business, technical teams or 3rd party suppliers for the assigned services
• Ensures that any changes for their services are properly assessed for risk and impact, supporting the change team in understanding business impact and that any changes to service attributes are captured in the Service Catalogue 
• Participate in the negotiating of Service Level agreements and Operational Level Agreements for the service and participate in Internal/external service reviews as required, owning the customer view of service and customer satisfaction with IT Services.
• Holding periodic service reviews with designated service owners to present service report, future changes and identify and prioritise service improvements.

Essential: 

• Proven experience in Service Ownership.
• Proven experience in customer relationship management 
• This role is aligned to the ITIL framework, therefore ITIL v3 qualified to Service Design Lifecycle/Capabilities (Intermediate Level) or equivalent experience.  
• Experienced in effectively managing virtual teams.
• Good communicator across all levels.
• Good understanding & experience of using service management tools.

Desirable:

• ITIL v3 qualified to Manager/Expert level or equivalent experience
• Good working knowledge of management structures and reporting procedures
• Understanding of risk management

Please be aware that this role can only be worked within the UK and not Overseas.

Network Rail is an equal opportunity employer and values diversity. They welcome applications from everyone.

Disability Confident

As a member of the Disability Confident Scheme, Network Rail guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group. This scheme encourages candidates with a disability and/or neurodivergence to apply. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

Armed Forces Covenant

Network Rail guarantees to interview veterans or spouses / partners of military personnel who meet all the essential criteria for the vacancy. In cases where we have a high volume of ex-military candidates / military spouses or partners, who meet all of the essential criteria, we will interview the best candidates from within that group. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different".