Service Transition Analyst

Service Transition Analyst

Salary: £33,778 - £50,471

Contract: Permanent

Location: London - Hybrid

Annual Leave: 30 Days + Excellent Benefits

Closing date: 25th July 2025

Be Part of the Future of Rail

The railway in Britain is undergoing its most significant transformation in a generation, and Rail Delivery Group (RDG) is at the heart of it. With the creation of Great British Railways (GBR), we're helping shape a new era of smarter, simpler, and more connected ticketing.

RDG's Digital Ticketing Services (DTS) team leads innovation in smart ticketing, enabling fully interoperable digital solutions across the country. Our work helps Train Operating Companies (TOCs) deliver seamless journeys for millions of customers - now and into the future.

What is the purpose of this job?

The Digital Ticketing Services (DTS) team help train operators and rail retailers improve the ticketing experience for their customers by providing a range of central services including back-office, ticket fulfilment and system integration capabilities.

As a Service Transition Analyst, you will utilise the DTS Transition approach and support the Transition Team by enabling the delivery of quality services. You will help to ensure that services can be managed, operated and supported according to the requirements specified within their design.

The successful candidate will assist the Transition team by providing project specific input to support the assurance and delivery of services. This will be achieved by working closely with a range of internal and external stakeholders to ensure the services are implemented in line with transition plans, acceptance criteria and project specific outcomes in readiness for the projected service go live.

The successful candidate will report to the Service Transition Manager and work closely with the Projects and Programmes team to ensure all aspects of the service transition, readiness and functionality are considered by making key recommendations for go/no-go decisions at critical points in the project lifecycle.

What can I expect to do in this job?

This is not an exhaustive list; however, things you can expect to be involved with include:

• Input into developing a high-level Transition approach which may include onboarding of new service providers, introduction of new or replacement services and exiting from a service provider.
• Input into developing detailed Transition plans whilst working collaboratively and seeking agreement with all responsible internal and external stakeholders.
• Assisting the Service Transition team to ensure acceptance criteria has been updated and input into Service Readiness stage gates.
• Escalating to the Transition Manager any risks, issues, assumptions or dependencies associated with Transition readiness activities.
• Ensuring that Acceptance Criteria for all areas of operational support are kept up to date and validated by supporting teams.
• Assisting the Service Transition team in providing service-related recommendations which are fed into go/no-go decisions.
• Communicating with all stakeholders and participants to ensure that they are informed and aligned at all stages of the Transition lifecycle for the Programme.
• Ensuring knowledge transfer occurs between any incumbent and new service suppliers.
• Promote the use of ITIL best practices across DTS and RDG.
• Working collaboratively as part of a team to ensure that consistent and reliable services are delivered.
• Assist in managing Early Life Support on behalf of the Project directly after a service goes live.
• Provide reporting for ongoing Service Transition readiness activities.

What We're Looking For

We are looking for a Service Transition Analyst who is highly personable, confident and is always willing to support others. They must also be willing to use their own experience, listen, develop and grow within the role. The DTS service team looks for likeminded people to join a close supportive team. People who want to participate in ever-changing journey of the service we provide to the Rail industry.

Essential Skills & Experience:

• Service Transition and Service Management knowledge achieved within a complex organisation.
• Awareness of Service Management frameworks and ideally ITIL v3 or ITIL 4 certified at Foundation level or above.
• Awareness of ISO Standards, specifically ISO20000-1.
• Ideally experience and knowledge within the transport industry, specifically rail.
• Experience in dealing with senior internal and external stakeholders would be beneficial.
• Effective organisational skills with the ability to identify and escalate problems efficiently.
• Good communication skills with an ability to build and maintain good working relationships.
• Proven stakeholder management experience and be comfortable in dealing with challenging and pressurised situations.
• Proven experience of assisting or managing small Service Transitions.
• Good problem solving and analytical skills.
• Have some experience in document management and the use of Microsoft Word, Excel, PowerPoint and Visio.
• Good time management skills to determine schedules and milestones and ensure that deliverables are completed on time.
• Knowledge of the delivery of Service improvement.
• Enthusiastic and able to work in a pro-active and independent manner
• Goo,d understanding of ITSM and ITSM Tooling (preferably ServiceNow)

Why Work for RDG?

We offer a highly competitive package, including:

• 75% off rail travel for personal and family use, plus international rail discounts.
• 30 days annual leave (plus buy/sell options and additional leave for key life events)
• Season ticket loan for commuting costs.
• Enhanced family leave - 30 weeks full pay for maternity, adoption, surrogacy, and shared parental leave.
• Pension scheme - up to 11.58% employer contribution.
• Private medical insurance (AXA PPP) including mental health and specialist care.
• Discounted gym membership and access to wellbeing programmes.

Career Development & Progression

You'll be one of the key faces of a nationally significant programme and a recognised leader in the future of Pay As You Go ticketing. As part of our wider team of Programme and Project Managers, you'll have the chance to shape the future of ticketing and progress into strategic or director-level programme leadership roles at RDG.

Apply Now & Shape the Future of UK Rail

If you're ready to lead one of the UK's most exciting digital ticketing programmes and want to work in a collaborative, forward-thinking environment, we'd love to hear from you.

Click Apply now to start your application and be part of a team that is leading digital innovation in the rail industry.

Please note that we are unable to consider applications from candidates who require visa sponsorship to work in the UK.