{"id":566675,"url":"https://alion.io/job/hitachi-service-delivery-manager-2","title":"Service Delivery 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":92,"open_postings":260,"ghost_share":0.004,"stale_share":0.477,"repost_share":0.031,"time_to_fill_p50_days":20,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Solutions","role_family":"Solutions","seniority":"lead","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":{"min_usd":76000,"max_usd":137000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":64},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-09T09:52:16Z","employer_posted_date":"2026-09-09","last_verified_at":"2026-10-20T17:28:52Z","board_verified":true,"closed_at":null,"days_open":41,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":41},"description":"Location:\nLondon, London, United KingdomJob ID:\nR0142147Date Posted:\n2026-09-09Company Name:\nHitachi Rail GTS UK LimitedProfession (Job Category):\nCommunications & Corporate AffairsJob Schedule:\nFull timeRemote:\nNoAbout 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 currently looking for a Service Delivery Manager to join the Connect Operations function within Hitachi Rail.\nAs a Service Delivery Manager, you will be responsible for the successful delivery of the Operations & Maintenance (O&M) services within the TfL Connect contract, ensuring contractual compliance, and performance, cost and margin targets are consistently achieved alongside a high level of customer satisfaction.\nActing as the senior service delivery lead, you will influence and coordinate a 100+ strong O&M organisation through manager interfaces, ensuring all areas of the business deliver their obligations in line with customer expectations and contractual requirements. Working closely with TfL and internal stakeholders, you will maintain strong customer relationships, drive operational performance against KPIs and SLAs, manage risks and service improvement initiatives, and ensure effective governance, reporting, and commercial control.\nThis role will combine strong customer engagement, commercial awareness, and service delivery leadership to ensure the TfL Connect service is delivered safely, efficiently, and effectively, while fostering a culture of continuous improvement and operational excellence.\nThis role will be based at our Waterloo office and will require local travel within London to sites such as Palestra House, Canary Wharf and customer locations.\nKey Responsibilities\nEstablishment of baseline scope, budget and schedule data allowing accurate tracking of execution.\nImplementing contract-compliant execution plan.\nDelivery of budgeted revenue, margin, cash and OTD to the contracted performance and service level targets.\nEstablishing & maintaining an effective commercial strategy with client and sub-contractors, to deliver optimised outcomes.\nEffective management of contract R&O to optimise certainty and outcome.\nEnsure resources, facilities and any other considerations are in place as appropriate and the provision of resource forecasts and, overseeing the organisation and management of team.\nEffective stakeholder management with internal peers and seniors.\nProvision and maintenance of Service File documentation ensuring personnel have a full understanding of the deliverable and the targets.\nPlanning and leading systematic change management, including Customer change requests relevant to the contract, gate reviews and negotiation of pricing within granted mandates.\nEstablish and maintain a stakeholder management plan which promotes the correct lines and content of communication\nDelivery of internal and external reporting and communication as required by the business.\nEnsuring that corporate policy, strategy, process and procedures are followed, particularly services, projects, bids, engineering, quality and risk management.\nThe planning and tracking of effective responses to adverse SLA performance and service credits performance, so as to maintain high levels of SLA compliance & minimal (or positive) service credits.\nCompletion of regular customer satisfaction feedback sessions, including the planning and delivery of effective responses to adverse satisfaction trends.\nSupport to the establishment of process improvements and best-practice approaches across service contracts, leveraging approaches and learning from the wider business.\nActive liaison with the Business Winning teams to attract support to opportunities identified through execution of the contract which fall outside the scope of current contract activities.\nDay-to-day leadership of the team / matrix team assigned for the execution of the work.\nContribute to goals for the assigned team when appropriate, aligned to contract and business.\nTechnical Skills and Experience\nStrong commercial and contractual awareness\nProven customer and stakeholder management skills at a senior level.\nExperience influencing and coordinating teams through matrix management structures.\nKnowledge of KPI, SLA, and service performance management.\nStrong project and change management capability.\nExperience driving operational performance and continuous improvement.\nHuman Skills\nExperience of working using own initiative and within a team environment\nSelf-motivated and self-aware\nProblem solving skills\nSelf-disciplined\nExcellent communication and interpersonal skills\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":6177,"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":["Rail Transport","Enterprise Storage Systems","Systems Integrators","Electrical Equipment & Cables"],"lifecycle":[{"event":"open","at":"2026-09-09T09:52:16Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"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":"2026-10-20T06:21:30+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":18,"band":"cold","label":"Long shot","p_open":1,"p_active":0.646,"p_room":0.28,"age_days":40,"expected_fill_days":20,"reasons":["conf:2","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/hitachi-service-delivery-manager-2","json_url":"https://alion.io/job/hitachi-service-delivery-manager-2.json","meta":{"generated_at":"2026-10-20T20:44:49Z","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":24118,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"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-service-delivery-manager-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"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-service-delivery-manager-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"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-service-delivery-manager-2"},{"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-service-delivery-manager-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhitachi-service-delivery-manager-2"}]}