Rail Delivery Group
Business Service Manager - 12m FTC
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Closing date: 21 August 2026
Salary Scale: £45,000 per annum
Purpose of the Role
The Service Delivery Business Services Manager is responsible for providing structure, coordination and business management support across the service delivery function. The role helps ensure service initiatives are progressed effectively, governance requirements are met, documentation remains current and consistent, and cross-service improvements are delivered in a planned and measurable way.
Working closely with Senior Service Managers, Service Managers and wider stakeholders, the postholder supports the smooth operation, continual improvement and maturity of the service portfolio.
Success Measures
- Improved consistency and quality of service documentation across the portfolio
- Better visibility and tracking of service actions, risks, dependencies and improvement activity
- Increased standardisation of service management artefacts, templates and controls
- Stronger governance readiness and more efficient preparation for leadership and audit requirements
- Successful onboarding and transition of new services into business-as-usual support arrangements
- Demonstrable progress in service maturity through coordinated and repeatable improvement activity
Responsibilities
Provide business management support across the service delivery function, helping to coordinate priorities, actions and dependencies across multiple services
- Drive and support continual service improvement activity, ensuring opportunities are identified, tracked and progressed to completion
- Identify recurring patterns, themes and systemic issues across services, and work with teams to address root causes through standardised and scalable approaches
- Support the development, maintenance and rollout of standard checklists, templates, frameworks and operating models used across Core Services
- Maintain a central view of service status, risks, actions, dependencies and improvement activity to support effective oversight and decision-making
- Coordinate and support governance activities, including preparing updates, reports, papers and briefing materials for leadership forums and stakeholder meetings
- Work with Senior Service Managers and Service Managers to improve overall service maturity, embedding consistent ways of working rather than resolving issues in isolation
- Support the onboarding and transition of new services into business-as-usual operations, ensuring documentation, roles, controls and handovers are in place
- Monitor progress against key actions and commitments, following up with owners and helping remove blockers where appropriate
- Contribute to the development and maintenance of service documentation, including process maps, operating procedures, governance artefacts and improvement plans
- Support effective stakeholder engagement across operational, technical and business teams to ensure alignment on priorities and delivery expectations
- Help ensure that service delivery practices remain audit-ready, well controlled and aligned to internal standards and governance expectations
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Key Contacts
- Senior Service Delivery Manager
- Head of Service Delivery
- Product owners
- Programme & Project managers
- Solution architect and cyber security manager
- Service desks
- System providers
- Internal and External system users
- TOCs
Requirements
Experience, Skills and Knowledge
- Experience working in service delivery, service management, business management or operational support roles
- Strong organisational skills, with the ability to coordinate multiple workstreams, actions and stakeholders effectively
- Experience of supporting governance, reporting, planning and documentation in a structured business environment
- Ability to identify themes, analyse issues and support practical improvement activity across teams or services
- Strong written and verbal communication skills, with the ability to produce clear, concise and professional documentation
- Confident working with a range of stakeholders, building effective working relationships across business and technical teams
- Good attention to detail and ability to maintain accurate records, trackers and management information
- Comfortable working in a structured, process-led environment while also helping shape and improve ways of working
- Understanding of service management principles, governance disciplines and continual improvement practices
- Proactive, dependable and able to work independently while supporting wider team objectives
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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
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