Key Notes
UK rail-ticketing service delivery covers platform availability, SLA performance, train-operator escalations, service margins and incident root-cause work. Relevant expertise includes three or more years in incident management, account management, operations or another customer-centred role, plus SLA and KPI reporting experience. ITIL and rail, transport-technology or high-volume-payment knowledge are advantages. This is a permanent hybrid role across seven UK locations, with remote working included.
What You'll Work On
- Lead day-to-day service delivery for Magellan’s UK Rail ticketing platforms and monitor contractual SLA adherence and availability.
- Act as the primary service contact and escalation route for client stakeholders and Train Operating Companies.
- Manage service margins, identify growth opportunities and monitor whether contract performance remains aligned with business goals.
- Analyse service trends and incident root causes with Service Line Managers and coordinate process improvements.
- Connect technical, operations and support teams around customer-facing product delivery and high-pressure service escalations.
Why This Role Matters
- UK Rail ticketing platforms are monitored against availability and SLA commitments; incident root-cause analysis identifies service problems for the delivery teams to address.
- Train Operating Companies have a defined service contact and escalation route, allowing ticketing-service concerns to be coordinated across the technical, operations and support teams.
What They Are Looking For
- Experience: Relevant experience includes three or more years in incident management, account management, operations or another customer-centred role.
- Technical: Relevant technical skills include SLA and KPI management, trend analysis and structured reporting experience.
- Stakeholder: Relevant stakeholder skills include calm management of high-pressure escalations and strong presentation and communication capability.
- Language: Fluent English is required for workshop facilitation and collaboration with international teams.
- Preferred: ITIL certification is a bonus.
- Preferred: UK rail, transport technology or high-volume payment-platform familiarity is a strong advantage.