{"id":3928570,"url":"https://alion.io/job/hitachi-duty-operations-manager","title":"Duty Operations Manager","company":{"id":129,"name":"Hitachi","domain":"hitachi.com","url":"https://alion.io/company/hitachi","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":86,"open_postings":596,"ghost_share":0.005,"stale_share":0.732,"repost_share":0.015,"time_to_fill_p50_days":17,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Management","role_family":"Management","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-11-05T00:00:00Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-08T16:18:12Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Location:\nLondon, London, United KingdomJob ID:\nR0144415Date Posted:\n2026-11-05Company Name:\nHitachi Rail GTS UK LimitedProfession (Job Category):\nIT, Telecom & InternetJob Schedule:\nFull timeWork Arrangement:\nOnsiteAbout Us\nA career at Hitachi Rail will help create a legacy. With operations in every corner of the world, our work goes to the cutting-edge of digital transformation and technology. From the multi-cultural strength of our global organisation to the sustainable and innovative ways we work to bring people together, there’s something for everyone to get stuck into. And that’s where you come in.\nJob Description:\nWe are looking for a Duty Operations Manager to join the Services team at Hitachi Rail.\nIn this role, you will oversee live Network Operations, ensuring continuity of service for Connect contract end users. Leading a team of Network Analysts, Rapid Response Technicians, and Service Desk Operators, you will be responsible for driving day-to-day operational performance, incident management, and fault resolution activities.\nSuccess in the role will be driven by your ability to proactively manage incidents in real time, minimise service disruption, and deliver effective fault mitigation across the network, delighting our customer and leading with safety at all times\nThis position is based at our London office.\nKey Responsibilities\nAct as Incident Manager, as required by internal and customer delivery plans, liaising with the nominated customer point of contact to ensure adequate and competent resources are deployed.\nOutside normal working hours, act as the senior manager on call on behalf of the Services Team.\nLead and manage a multifunctional technical workforce on a day-to-day basis, ensuring service delivery is professional, comprehensive, safe, and cost-effective.\nPromote the consistent application of best practices, company policies, and operational standards across all service delivery activities.\nLead a team of Rapid Response Engineers and Network Technicians, overseeing the diagnosis, scheduling, and management of operational works.\nEnsure robust operational plans are in place to meet both internal performance targets and customer service level agreements (SLAs).\nTake ownership of SLA performance managed by the Service Centre.\nProactively manage and escalate incidents before SLA thresholds are breached, ensuring timely resolution and effective communication.\nDocument escalations, coordinate reviews with key stakeholders, and communicate findings and lessons learned back to operational teams.\nAttend regular service review meetings with managers and supervisors to discuss performance, issues, and operational updates.\nIdentify and recommend improvements to support and delivery procedures, driving continuous improvement within the fault management process.\nEnsure best-practice initiatives are implemented effectively and delivered within agreed timescales.\nEscalate non-conformities and operational concerns to the Head of Service Operations where appropriate.\nReview and approve safe systems of work documentation and dynamic risk assessments to ensure risks are effectively managed.\nSupport the safe and efficient operation of the Connect network through strong governance and compliance practices.\nDrive positive behavioural change within the team by leading by example and promoting accountability.\nTake ownership of operational issues, collaborating with colleagues and stakeholders to achieve swift and effective resolutions.\nSet clear, achievable objectives for team members and monitor performance against agreed targets.\nIdentify competency gaps, develop training plans, and maintain training matrices to support team development.\nRegularly review team capability and performance to support continuous improvement and evolving customer requirements.\nBuild and maintain effective relationships with customers and senior management teams through regular engagement and review meetings.\nSupport senior leaders with requirements analysis, resource planning, and cost estimates for new works, projects, and contracts.\nTechnical Skills and Experience\nIncident and major incident management\nService restoration, business continuity, and risk management\nTeam leadership, coaching, and performance management\nCustomer, supplier, and stakeholder engagement\nITIL, SLA, and service management expertise\nIncident, problem, and change management\nOperational decision-making and escalation management\nIncident communications, reporting, and operational reviews\nResource planning, workload prioritisation, and resilience planning\nHealth & Safety compliance, audit readiness, and continuous improvement\nHuman Skills\nSelf-motivated, organised, and committed to continuous improvement in a fast-paced environment.\nStrong stakeholder management, negotiation, and influencing skills.\nAble to perform effectively under pressure and manage complex, sensitive issues.\nExcellent communication skills, with the ability to engage confidently at all levels, including senior leadership.\nStrong interpersonal skills with the ability to build effective relationships across teams and customers.\nCustomer-focused, proactive, and solutions-driven.\nExperience of working using own initiative and within a team environment\nWhat We Can Offer\nWe’re committed to helping you be at your best. At Hitachi Rail, we believe in developing our people and offer access to market-leading training, development opportunities and the chance to be mentored by industry experts. We prioritise internal progression, providing a wide range of career opportunities across our global organisation.\nFlexibility\nYour health and wellbeing matter to us. Where possible, we support flexible working arrangements, including hybrid working, flexible start and finish times, part-time hours or job sharing-helping you balance your lifestyle while achieving your ambitions.\nThank you for your interest in Hitachi Rail. If your application is of interest, we will be in contact. Please do not hesitate to discover more about us and our latest jobs athttps://www.hitachirail.com/careers.\nAt Hitachi Rail, there is a place for everyone.We welcome and value differences in background, age, gender, sexuality, family status, disability, race, nationality, ethnicity, religion, and world view.It is our commitment to create an inclusive environment - we are proud to be an equal opportunity employer.\nWe would be delighted if you would be one of our followers at https://www.linkedin.com/company/hitachirail","description_format":"text","description_chars":6516,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Hybrid work"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Enterprise Storage Systems","IT Consulting & Digital Transformation","Systems Integrators","Electrical Equipment & Cables"],"lifecycle":[{"event":"open","at":"2026-11-07T22:20:38Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"adverts_offering_sponsorship_24m":11,"sanctioned_now":false,"evidence":"Licensed UK visa sponsor (Skilled Worker, Senior or Specialist Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker; Global Business Mobility: Senior or Specialist Worker","cap_exempt":false,"checked_at":"2026-11-08T10:45:15+00:00","sources":["UK Home Office: register of licensed sponsors (workers)","Alion: sponsorship offered in the employer's own job adverts (24 months)"],"filings_for_role_12m":0}],"liveness":{"score":62,"band":"ok","label":"Likely open","p_open":1,"p_active":0.624,"p_room":1,"age_days":3,"expected_fill_days":17,"reasons":["conf:0","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-11-08T05:47:12Z"},"pay":null,"html_url":"https://alion.io/job/hitachi-duty-operations-manager","json_url":"https://alion.io/job/hitachi-duty-operations-manager.json","meta":{"generated_at":"2026-11-09T02:17:16Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4756,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":129},"rest":"https://alion.io/mcp/rest/get_company?id=129"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhitachi-duty-operations-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhitachi-duty-operations-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhitachi-duty-operations-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hitachi-duty-operations-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhitachi-duty-operations-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3928570}},{"tool":"search_jobs","arguments":{"company":"hitachi.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3928570},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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