The Role
The role entails accountability for Greater Anglia's digital ticketing systems and services, contract management across all digital ticketing fulfilment methods and their related eco-systems including setting the digital strategy annually. The ideal candidate will have smart ticketing familiarity and be comfortable with learning technical intricacies on the job whilst ensuring the live service is maintained and strategy setting for continuous service improvement across the entire digital ticketing offering is set and delivered.
Internal and external stakeholder coordination is essential in building of strong relationships to drive roadmap change across Greater Anglia therefore the role will have this as a core focus including more widely focused on interoperability with other Train Operating Companies. Strategy delivery, continuous improvement projects and an emphasis on quality-of-service provision through management of the reputation of the Greater Anglia's digital ticketing schemes will all be core for the role holder.
Duties and Accountability
- Direct line management of two direct reports, including mentoring and supporting their continued in-role performance.
- Accountability of the digital ticketing service eco-system and management of associated contracts.
- Oversight of smart ticketing experience on GA and ensuring all members of staff are on message and aware of any process requirements for new technologies.
- Create continuous improvement projects around smart ticketing scheme, create business cases and secure funding.
- Evaluate and monitor performance of digital systems, and challenge suppliers to exceed service level agreements and ensure value for money.
- Collaborate with stakeholders; Department for Transport (DfT), Rail Delivery Group (RDG), and Great British Railway Transition Team (GBRTT) to build a sustainable railway through fares and ticketing reform.
- Build supplier and industry partner relationships to help grow GAs reach and learn from best practice in the industry.
- Act as an ambassador for Smart Ticketing systems across the business to provide effective communication and build relationships with other teams, including any communication around new products and service transition.
- Build and deliver £3.5m+ budget through contract management responsibilities across projects and suppliers within the service eco-system and automatic ticket gates.
- Assume project manager role and lead tasks associated with supplier enhancements, new products and digital services.
- Support the delivery of Business Plan Commitments for GA Smart Media Plan (annually) and Smart Media KPI report (periodically) through internal and external supplier management enabling customers to switch to digital fulfilment methods.
What we are looking for.
We are looking for an ideal candidate for this management role within our Train Operating Company who has experience in a leadership position within the industry. A good standard of general education, ideally with a degree or equivalent, is preferred. Knowledge of MS Word, Excel, and PowerPoint is needed, along with experience in managing retail channels and transitioning to digital platforms. Familiarity with ITSO technical solutions and integrated retail systems topology is also important. The candidate will need the ability to communicate both verbally and through report writing whilst adapting to different audiences and being well-organized and proactive. Understanding of project management methodologies and ITIL training is a plus.
The closing date for all completed applications is on Friday 24th May 2024
*Please note vacancies can close earlier due to high influx of candidate applications*
To succeed in this role, we are looking for people who can bring our four values to life in your everyday work:
- Genuine ... be welcoming, customer-centric and respectful
- Professional... be solution-oriented, accountable and delivering to promises
- Proactive ... be progressive, innovative and decisive
- Inclusive ... be connected in your thinking, empathetic and promote diversity
Greater Anglia offer a healthy work life balance, holiday entitlement and an environment where you can learn, develop, and grow in your career. If you think you would be a great addition to GA then apply now!
What can we do for you?
- Defined Contribution pension scheme after 2 years option to move across to Defined Benefit (Final Salary) pension scheme
- Free Travel on GA for you and your eligible family members
- Free Leisure travel on GA and 75% discount on other TOCS for leisure travel for eligible family members
- International travel discount card (FIP) for staff and eligible family members after 12 months service
- Opportunity to purchase additional annual leave of up to 10 days
- Gainshare bonus paid if GA hits relevant yearly targets, up £550 for permanent and £300 for agency
- GA offers maternity, paternity and adoption leave and time off for prenatal care, as well as shared parental leave after 26 weeks of service - part of our commitment to family friendly policies
- GA Hapi Benefits App-?our great benefits app which includes discounts across many retailers, days out and dining
- 24/7 Employee assistance programme, eyecare and flu jab vouchers and access to physiotherapy services
- Annually issued 12 discount vouchers for family and friends to use
- Salary Sacrifice schemes such as Cycle to work and Technology scheme (eligible once passing probation)
- Single private medical cover for you and have the option to add your family members for an additional fee