Location
London

Hours
Full Time

Salary
£38,161 to £45,000 per annum

About the Role
The Service Manager for Pluto is responsible for the day-to-day operational management, governance and continual improvement of Pluto, an AI-powered staff information platform and chatbot. Pluto is a nationally significant digital service that enables frontline colleagues to access verified industry information, training content and operational guidance through a secure and scalable platform. The Service Manager will ensure the service is operationally stable, fully supported and delivered in accordance with agreed service levels and operational commitments.

The role involves establishing and maintaining a mature service management framework that supports users from multiple organisations, stakeholders and operating environments. The Service Manager will provide a clear operational point of accountability for incidents, requests, service performance and service changes, coordinating activity across suppliers, support teams, stakeholders and GBRX representatives.

Key responsibilities include supporting the evaluation and onboarding of new Pluto use cases and opportunities, including expansion into additional industry organisations and services. Success measures include Pluto consistently achieving agreed service levels and performance targets, effective incident management with clear ownership and communication, growing user adoption while maintaining service quality, and recognition of Pluto as a mature, reliable and production-ready service by GBRX and industry stakeholders.

Key Duties
Service Operations: Own day-to-day operational management of Pluto, monitor service performance and user experience, ensure delivery meets SLAs and operational targets, maintain documentation and act as operational owner for Business-as-Usual activities.
Incident, Problem and Request Management: Act as primary operational contact for incidents, coordinate resolution, manage escalations and communications, lead problem management and ensure lessons learned drive improvements.
User Onboarding and Adoption: Develop scalable onboarding processes, support user growth across multiple organisations, coordinate account provisioning and ensure consistent onboarding activity.
Stakeholder and Supplier Management: Build effective relationships with stakeholders and suppliers, act as operational contact, coordinate service reviews and support governance forums.
Change and Service Transition: Assess operational impact of changes, support new capabilities introduction, ensure operational readiness and manage early-life support.
Service Improvement and Growth: Identify improvement opportunities, support evaluation of new use cases, contribute to business cases and support industry expansion.
Service Continuity and Resilience: Maintain continuity and disaster recovery plans, coordinate testing, identify risks and implement mitigations to ensure resilience as adoption grows.

Experience
- Experience in Service Management or IT Service Delivery roles.
- Working knowledge of ITIL processes including Incident, Problem, Change and Service Request Management.
- Experience managing relationships with suppliers and stakeholders.
- Experience supporting customer-facing digital services.
- Strong organisational and communication skills.
- Ability to coordinate activities across multiple teams and stakeholders.
- Experience producing operational reports and service performance metrics.
- Experience working within a 24x7 operational environment.

About you
- Proactive and accountable with strong problem-solving skills.
- Able to build and maintain effective working relationships with diverse stakeholders.
- Comfortable working in a fast-paced, evolving digital service environment.
- Committed to continuous service improvement and operational excellence.

Qualifications
- Desirable experience includes supporting SaaS, cloud-based or digital platform services.
- Knowledge of identity management and user onboarding processes.
- Experience with AI-enabled, chatbot or knowledge-management platforms.
- Understanding of accessibility and customer service requirements within transport or public services.
- Experience working within the rail industry is advantageous.