Location
London Waterloo General Offices

Hours
Full Time (hours not specified)

Salary
Band 3C, £55,596 - £65,966 plus London Weighting

About the Role
Join Network Rail - where people and connections matter. We are dedicated to keeping passengers and freight moving safely and efficiently across the country. As a Service Design Manager, you will engage with stakeholders across the business to gather, document and communicate service requirements, ensuring a clear and shared understanding that supports effective service design and delivery.

You will lead the design and implementation of service architectures for new and evolving telecoms services, producing acceptance criteria, governance artefacts and supporting documentation to enable seamless transition into operational environments. Defining operational service requirements including service management, network operations and performance optimisation needs will be key, ensuring all necessary tools, systems and processes are established prior to service launch.

You will develop and maintain service models aligned to the Telecoms Operations framework, driving consistency, repeatability and standardisation across service delivery. Championing continuous service improvement, you will work closely with Telecoms Operations Service Owners to identify opportunities that enhance customer experience, increase efficiency, reduce costs and support evolving business needs.

Additional responsibilities include analysing service performance and demand data, developing, negotiating and securing approval for Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), and creating comprehensive service design documentation to provide clear end-to-end visibility of service lifecycle management.

As a Subject Matter Expert in Telecoms Service Design, you will promote knowledge sharing, best practice and lessons learned, fostering a culture of continuous improvement and innovation across the organisation.

Network Rail values flexibility and a healthy work-life balance, offering flexible/hybrid working arrangements. Benefits include generous maternity, paternity and adoption leave, up to 28 days annual leave plus statutory days (role dependent), discounts at selected stations, a defined benefit pension scheme, 75% off leisure train tickets for you and your dependents, interest-free travel loans, volunteer leave and more.

Experience
- Relevant qualification (e.g. degree or diploma) in a technical discipline such as IT or Telecommunications, or relevant equivalent experience
- Demonstrable experience in the design of telecommunications services in a large and complex environment
- Significant experience in driving transformational change in a large organisation
- Confidence engaging with business stakeholders to understand telecoms service needs and ensure effective cross-business understanding of service specifications
- Experience engaging with customer organisations, actively seeking feedback on services and performance
- Proven ability to build strong relationships with a range of stakeholders at all levels
- Strong, broad analytical skills with the ability to correlate information from multiple sources
- Experience simplifying complex data analysis
- Significant experience driving continuous service improvement, working proactively with customers and teams to deliver improvements
- Excellent written and verbal communication skills, able to adapt messaging for audiences at all seniority levels

Qualifications
- Desirable: ITIL v3/v4 Foundation Professional Certification
- Desirable: ITIL v4 Managing Professional Certification
- Broad knowledge of or experience in railway industry telecommunications technologies and standards