Overview
Account Consultant Specialising in Programme Delivery & Technology within the Transport sector at Rullion
Operations Service Manager (PAYG Implementation, Rail)
6 Month Engagement
Manchester - Office based twice per week
Day rate: Up to £525 per day Outside IR35
Role overview
We are seeking an Operations Service Manager to design and implement the end-to-end service arrangements for the Pay-As-You-Go (PAYG) rail proposition. This role will ensure service processes, interfaces, and performance standards are in place to deliver a seamless experience for customers and stakeholders.
Key Responsibilities
* Design and implement end-to-end service arrangements to support PAYG in rail.
* Define and agree Service Level Agreements (SLAs) with relevant parties.
* Establish and embed processes to manage interfaces with third-party providers.
* Develop internal processes to ensure smooth and reliable service delivery for customers.
* Work closely with the Change Manager to ensure new processes and changes are embedded effectively within the organisation.
* Coordinate across multiple stakeholders to align on service expectations and delivery.
* Proven experience in service management, operations, or service design within transport, infrastructure, or other large-scale customer-facing environments.
* Strong understanding of SLAs, service frameworks, and operational processes.
* Demonstrated ability to manage third-party relationships and service interfaces.
* Excellent stakeholder management skills, with the ability to collaborate across multiple organisations.
* Strong organisational, problem-solving, and communication skills.
* Knowledge of PAYG systems or transport ticketing solutions.
* Experience supporting large-scale service transitions or implementations.
* Understanding of customer experience design in public services or transport.
Seniority level
Mid-Senior level
Employment type
Contract
Job function
Customer Service and Project Management
Industries
Staffing and Recruiting
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