Service Manager - Customer Delivery

Job Description

Service Manager - Customer Delivery

Who We Are and What We Do

At SilverRail, we're on a mission to reshape the way the world travels, and we're inviting you to be part of this journey. Rail is becoming the go-to choice for short and medium-haul travel worldwide, and we're here to help make it happen.

In the face of the ongoing climate crisis, our vision is crystal clear. We are transforming the online customer experience for rail travel, making it easier than ever for customers to find, buy and use rail. Our cutting-edge technology is the backbone of rail and travel agencies worldwide, making it effortless for travellers to choose the eco-friendly option and reduce their carbon footprint.

We have nearly 15 years of trailblazing success behind us, and our teams are spread across the globe, with bases in London, Boston, Brisbane, and Stockholm. We thrive on the philosophy of 'fail-fast-fail-early,' which drives us to find ingenious solutions to complex challenges.

Join us, and help shape the future of travel!

The Role

As a Service Manager, you will be the voice of our customers, ensuring they experience exceptional service from onboarding through ongoing support and continuous improvement. You’ll oversee the delivery of our services, manage customer issues and requests, and drive operational excellence across internal and external touchpoints.

This role sits within our Customer Delivery team, who are the face of the business to our clients, responsible for issue management, operational reporting, and process improvements. You’ll play a central role in managing ITIL processes, supporting key customers, and leading our response to major incidents. The Service Manager will be pivotal in managing all P1 and P2 issues from identification through to resolution and post-incident activity.

You will also contribute to our strategic ambition to become a more data-driven, AI-enabled organisation, modernising our support functions and enhancing efficiency across the business.

Due to the nature of the role, participation in on-call for out-of-hours issue support and occasional meetings across global time zones will be required.

Key Responsibilities

Customer Delivery & Issue Management

• Oversee the day-to-day management of customer issues, ensuring timely resolution and clear communication

• Act as the primary point of contact for escalations, maintaining customer trust and confidence

• Lead internal and external responses to Major Incidents, coordinating teams and managing customer communications
  
• Produce and present Post-Incident Reviews and Major Incident Reports for internal and customer audiences

ITIL & Process Ownership

• Support and promote all ITIL functions across the organisation, including Incident, Change, Problem, and Release Management

• Champion ITIL best practices to ensure consistency and quality across service delivery operations

• Support the Head of Service Delivery in developing and refining processes to drive efficiency and uphold ISO standards

Performance, Reporting & Continuous Improvement

• Produce and analyse customer performance metrics, identify trends, and recommend service improvements

• Monitor and report on Service Level Agreements (SLAs), ensuring breaches are minimised and mitigated

• Develop and maintain Executive-level operational reports and customer satisfaction insights.

• Lead the creation of Continual Service Improvement Plans (CSIPs) for internal and customer delivery

• Support the adoption of data analytics and AI tools to enhance service management and automation

Leadership & Collaboration

• Represent the Delivery function in meetings with customers, partners, and internal stakeholders

• Deputise for the Head of Service Delivery where required, including leading internal and client review meetings

• Collaborate across teams to align customer delivery goals with business strategy and innovation initiatives

• Document, maintain, and communicate delivery processes and best practices across the organisation

Required Competence and Skills

• 5+ years of experience in a Service Manager or similar role within a multi-customer environment

• Demonstrated expertise across ITIL v4 practices, ideally certified as an ITIL v4 Specialist

• Proven track record in managing and communicating major incidents, issues, and change initiatives

• Strong understanding of SLA management, metrics, and performance reporting

• Excellent relationship-building, communication, and stakeholder management skills, and able to engage at all levels

• Experience using JIRA or similar tools and familiarity with Agile or Scrum methodologies is desirable

• Experience within the rail or travel industry is an advantage, but not essential

• Proactive and adaptable, with the ability to work independently and manage shifting priorities

• Passionate about continuous improvement and adopting new technologies such as AI and data automation

Why us?

• We are an accredited flexible company and have been certified as one of Flexa’s Most Flexible Companies: https://flexa.careers/companies/silverrail

• We utilise a hybrid working model, providing equipment for home working alongside one or two monthly visits to our beautiful central London office.

• We offer a highly competitive benefits package including private healthcare, YuLife rewards, bonus holiday days, rail discounts, work from abroad allowance, volunteering allowance and a personal L&D budget.

• We provide a wealth of career development opportunities with training that is individual, focused on improving your skills and helping you become the best professional you can be.

• Our team’s health and wellness is genuinely important to us, so we offer a number of wellbeing seminars and membership to the #1 leading meditation app.

• A unique opportunity to work for a tech company that is helping the environment by revolutionising the way we travel.

Our values are simple: Do Good by working for a better tomorrow; Think Big Act Smart by being curious, adaptable and data-driven; and remember that through collaboration we will always be Stronger Together.

*We are a neurodiverse employer and are working hard to improve our recruitment processes, so if there is any way that we can make the recruitment experience better for you then please let us know in your application - all information will be treated as strictly confidential*