Service Manager - Pluto

Closing date: 21 August 2026

Salary scale: £38,161 to £45,000 per annum

What is the purpose of this job?

The Service Manager for Pluto is responsible for the day-to-day operational management, governance and continual improvement of Pluto, an AI-powered staff information platform and chatbot. Pluto is a nationally significant digital service that enables frontline colleagues to access verified industry information, training content and operational guidance through a secure and scalable platform.

The Service Manager will ensure the service is operationally stable, fully supported and delivered in accordance with agreed service levels and operational commitments. The role will be responsible for establishing and maintaining a mature service management framework that supports users from multiple organisations, stakeholders and operating environments.

The Service Manager will provide a clear operational point of accountability for incidents, requests, service performance and service changes, coordinating activity across suppliers, support teams, stakeholders and GBRX representatives.

The role will also support the evaluation and onboarding of new Pluto use cases and opportunities, including expansion into additional industry organisations and services.

Success measures will include

· Pluto consistently achieves agreed service levels and performance targets.

· Incidents are managed effectively with clear ownership and communication.

· Users and stakeholders have confidence in the service and support arrangements.

· New organisations can be onboarded through a repeatable and scalable operating model.

· Pluto adoption continues to grow whilst maintaining service quality.

· New opportunities are effectively assessed and transitioned into service.

· GBRX and industry stakeholders recognise Pluto as a mature, reliable and production-ready service.

What can I expect to do in this job?

Service Operations

• Own day-to-day operational management of Pluto.

• Monitor service performance and user experience.

• Ensure service delivery meets agreed SLAs, OLAs and operational targets.

• Maintain operational documentation, service descriptions and support procedures.

• Act as the operational owner for Business-as-Usual activities.

Incident, Problem and Request Management

• Act as the primary operational contact for service incidents and issues.

• Coordinate incident resolution across support teams and suppliers.

• Manage escalations and communications during service disruptions.

• Lead problem management activities and drive root cause analysis.

• Ensure lessons learned are translated into service improvements.

User Onboarding and Adoption

• Develop and manage scalable onboarding processes for new organisations and user groups.

• Support user growth across multiple train operating companies, Network Rail, GBRX and other industry stakeholders.

• Coordinate account provisioning, access management and support arrangements.

• Ensure onboarding activity can be repeated consistently as adoption increases.

Stakeholder and Supplier Management

• Build effective working relationships with GBRX stakeholders, internal teams and suppliers.

• Act as a clear operational point of contact for service consumers.

• Coordinate service reviews and performance meetings.

• Support governance forums with service reporting and operational updates.

Change and Service Transition

• Assess operational impact of service changes and enhancements.

• Support introduction of new Pluto capabilities and use cases.

• Ensure operational readiness activities are completed before deployment.

• Manage early-life support for new releases and service transitions.

Service Improvement and Growth

• Identify opportunities to improve service performance, adoption and customer experience.

• Support evaluation of new Pluto opportunities and use cases.

• Contribute to business cases and operational assessments for potential future deployments.

• Support expansion opportunities with industry partners.

Service Continuity and Resilience

• Maintain Business Continuity and Disaster Recovery plans.

• Coordinate testing and review of recovery arrangements.

• Identify operational risks and implement mitigation measures.

• Ensure service resilience is maintained as adoption and usage increase.

Who will my key contacts be?

· Senior Service Delivery Manager

· Head of Service Delivery

· Product owners

· Programme & Project managers

· Solution architect and cyber security manager

· Service desks

· System providers

· Internal and External system users

· TOCs, DfTO, GBR

Requirements

What experience, skills and knowledge do I need?

Essential

· Experience in Service Management or IT Service Delivery roles.

· Working knowledge of ITIL processes, including Incident, Problem, Change and Service Request Management.

· Experience managing relationships with suppliers and stakeholders.

· Experience supporting customer-facing digital services.

· Strong organisational and communication skills.

· Ability to coordinate activities across multiple teams and stakeholders.

· Experience producing operational reports and service performance metrics.

· Experience working within a 24x7 operational environment.

Desirable

· Experience supporting SaaS, cloud-based or digital platform services.

· Knowledge of identity management and user onboarding processes.

· Experience of AI-enabled, chatbot or knowledge-management platforms.

· Understanding of accessibility and customer service requirements within transport or public services.

· Experience working within the rail industry.

Benefits

Why Work for RDG?

We offer a highly competitive package, including:

• 75% discount on rail travel (for work and leisure), plus international rail discounts
• 30 Days annual leave (plus buy/sell options and additional leave for key life events)
• Two Personal Development Days are granted to employees annually
• Interest-free 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 8.64% employer contribution
• Subsidised Private Medical Insurance (Vitality PPP) and Health Cash Plan (Healthshield)
• Access to our flexible benefits portal - a central hub for accessing retail discounts, shopping, dining, travel, and entertainment perks
• Flexible working arrangements available