First Rail is one of the most experienced rail operators in the UK, with more than 770,000 passenger journeys daily last year across our Department for Transport contracted operations and open access routes.
We operate two major UK train operating companies - Avanti West Coast, Great Western Railway (GWR), and two open access passenger rail services, Hull Trains and Lumo. We are also "shadow operator" on the HS2 programme and operate the London Trams service on behalf of Transport for London.
Our First Rail head office is home to specialist teams that provide expert support across the Engineering, Finance, Property, Operations, Procurement, IT, and Human Resources functions of the rail division. First Rail Holdings is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.
About the job
This role sits at the heart of FirstGroup’s major IT Service Transformation, helping to unify, modernise and elevate how IT services are delivered and governed across a diverse organisation. You’ll shape Group-wide service management practices, bringing an external view of what “good” looks like and embedding modern, consistent ways of working across multiple operating companies and suppliers.
Working in an Agile environment, you’ll translate strategy into real, usable capability—balancing big‑picture direction with hands‑on implementation in tools and processes. It’s a high‑impact position in a fast‑moving transformation, where success relies on strong collaboration, commercial awareness, negotiation skills and the ability to influence stakeholders across a federated business, with or without direct authority.
Your Main Responsibilities will be:
- Develop and maintain a Group‑wide supplier and contract governance framework
- Set and embed standards for supplier performance, SLAs/OLAs and contractual compliance
- Drive commercial value and cost efficiency through strong commercial insight and negotiation
- Lead supplier reviews, governance forums and commercial discussions, ensuring visibility of performance, risks and dependencies
- Establish Service Level Management as a core capability, defining KPIs and performance frameworks
- Embed consistent service review rhythms across operating companies and drive proactive, insight‑led performance management
- Define "what good looks like" for Service Management, aligned to modern frameworks such as ITIL 4
- Partner with operational teams to evolve practices and improve Service Management maturity
- Work within Agile delivery teams, acting as the Service Management voice in sprint delivery
- Use Azure DevOps and Freshservice to design, configure and deliver practical service workflows and capabilities
- Shape and deliver a maturity roadmap, improving FCR, MTTR and reducing incidents
- Promote continuous improvement and knowledge‑led support, ensuring operational readiness for new services
- Influence stakeholders across a federated organization, navigating competing priorities and aligning standards
- Facilitate workshops, define best‑practice approaches and act as a trusted advisor across the enterprise
You will need
Experience Needed
- IT Service Management experience in complex, multi‑entity or federated organisations
- Strong supplier/vendor management, including commercial negotiation and performance oversight
- Proven track record improving Service Management maturity
- Hands‑on experience with ITSM tools (e.g., Freshservice)
- Experience working in Agile delivery environments and tools such as Azure DevOps
- Background in regulated or large‑scale enterprise environments (beneficial)
Skills Required
- Excellent stakeholder management and influencing skills, including influencing without authority
- Strong negotiation and commercial acumen, balancing cost, value and service quality
- Ability to translate best practice into practical, usable solutions
- Strategic thinking combined with hands‑on delivery capability
- Comfortable working in Agile ways of working
- Strong communication skills and confidence using tooling to support delivery
Knowledge
- ITIL Foundation minimum; ITIL 4 preferred
- Deep understanding of Service Management maturity models and evolving practices
- Practical knowledge of ITSM platforms (e.g., Freshservice) and Agile tools (e.g., ADO)
About the location
Based at The Point, London, with Hybrid working included
The Reward
- Travel Offers for Bus and Rail *
- Shopping Discounts including discounts and cashback on electrical goods, your weekly shop, holidays, cinema trips, car insurance, upgrading your mobile and lots more
- Buy as You Earn – allows you to buy shares each month. You can vary the amount you save or stop it at any time. You need to participate in the scheme for at least 3 years to receive the matching shares *
- Save as You Earn – allows you to use your savings after three years, to buy shares at a discounted price, or take your savings back as cash *
- Employee Assistance Helpline – free, confidential employee support service provided by an independent provider
- Payroll Giving – donate directly from your pay to a Charity of your Choice
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