Service Quality Manager - #1656912
Northern
Date: 23 hours ago
City: Leeds
Contract type: Full time
Work schedule: Full day
BUSINESS FUNCTION: Finance (IT)
SALARY: £59,056 to £65,602 per annum / Grade: ML2/SB2
ROLE TYPE: Hybrid
LOCATION: Leeds/York/Manchester
HOURS: 37 per week
Are you passionate about ensuring high-quality IT services that align with business needs?
We’re looking for a Service Quality Manager to lead service performance initiatives, drive continuous improvement, and enhance customer satisfaction. This is a fantastic opportunity to shape IT service delivery, implement best practices, and build strong relationships across the organisation.
What you’ll be doing:
At Northern, we don’t just value our people - we go the extra mile to support them. Here’s a taste of what you can look forward to:
We’re more than just a train operator. We’re the heartbeat of the North - connecting communities, creating opportunities, and driving sustainable growth. With 2,500 trains running daily, we’re on a mission to improve rail travel and enhance the customer experience while protecting the environment.
Back in 1825, the first passenger train set off in the North of England, after which rail quickly spread across the globe - and this year, we’re celebrating 200 years of the modern railway. As we look back on the historic events that led us here, we also look towards the future as we move into the era of Great British Rail. Join us at this pivotal moment in rail history and play your part in our journey.
A place for everyone
The best journeys happen when everyone feels welcome on board.
At Northern, we don’t just move people from A to B - we’re building a team where everyone feels they belong. Our talent team can make reasonable adjustments to the process if that’s something you need. We're also a Level 2 Disability Confident employer, so if you meet the minimum criteria for the role, we’ll always offer an interview.
We automate parts of our screening process to remove any unconscious bias and to make sure every application is treated fairly. All successful offers will be subject to a DBS check and medical assessment.
No matter your background, experience, or whether you call it a bap, barm, or cob… there’s a place for you here in the railway.
SALARY: £59,056 to £65,602 per annum / Grade: ML2/SB2
ROLE TYPE: Hybrid
LOCATION: Leeds/York/Manchester
HOURS: 37 per week
Are you passionate about ensuring high-quality IT services that align with business needs?
We’re looking for a Service Quality Manager to lead service performance initiatives, drive continuous improvement, and enhance customer satisfaction. This is a fantastic opportunity to shape IT service delivery, implement best practices, and build strong relationships across the organisation.
What you’ll be doing:
- Define and implement service quality standards, ensuring alignment with SLAs and business objectives.
- Lead root cause analysis and corrective actions to improve service reliability and efficiency.
- Act as the Incident Manager for major incidents, ensuring rapid resolution and clear communication.
- Implement ITIL aligned governance frameworks for incident, problem, and change management.
- Manage vendor performance, ensuring third-party providers meet agreed SLAs and service expectations.
- Proven experience in IT service management, quality assurance, or process improvement.
- Strong understanding of ITIL frameworks and IT service management best practices.
- Experience leading incident, problem, and change management initiatives.
- Excellent analytical, stakeholder management, and communication skills.
- ITIL Foundation certification (advanced ITIL certifications preferred).
At Northern, we don’t just value our people - we go the extra mile to support them. Here’s a taste of what you can look forward to:
- Free Travel: Unlimited free travel for you, your partner, and your dependents on Northern services. Plus 75% discount on other networks in the UK and Europe.
- Generous Pension Scheme: We top up your contributions by 1.5 times.
- Enhanced Family Benefits: We offer 9 months of full pay for maternity leave and 2 weeks for paternity leave.
- Cycle to Work Scheme: Save up to 42% on a bike and spread the cost.
- Exclusive Discounts: From shopping to wellbeing, Northern Perks has you covered.
- Holiday Purchase Scheme: Buy up to 5 extra days of annual leave.
- Employee Assistance Programme: 24/7 support for family, lifestyle, and more.
- Training and Career Development: We offer tailored training to our colleagues and opportunities to gain recognised qualifications. Plus enhanced career pathways no matter what part of the business you’re in.
- Recognition: We know how important it is to show how much we appreciate our people. That’s why we have our Northern Lights and Northern Sparks Awards, recognising and celebrating brilliance every day.
We’re more than just a train operator. We’re the heartbeat of the North - connecting communities, creating opportunities, and driving sustainable growth. With 2,500 trains running daily, we’re on a mission to improve rail travel and enhance the customer experience while protecting the environment.
Back in 1825, the first passenger train set off in the North of England, after which rail quickly spread across the globe - and this year, we’re celebrating 200 years of the modern railway. As we look back on the historic events that led us here, we also look towards the future as we move into the era of Great British Rail. Join us at this pivotal moment in rail history and play your part in our journey.
A place for everyone
The best journeys happen when everyone feels welcome on board.
At Northern, we don’t just move people from A to B - we’re building a team where everyone feels they belong. Our talent team can make reasonable adjustments to the process if that’s something you need. We're also a Level 2 Disability Confident employer, so if you meet the minimum criteria for the role, we’ll always offer an interview.
We automate parts of our screening process to remove any unconscious bias and to make sure every application is treated fairly. All successful offers will be subject to a DBS check and medical assessment.
No matter your background, experience, or whether you call it a bap, barm, or cob… there’s a place for you here in the railway.
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Relationship Director
Barclays,
23 hours ago
Join Barclays in the role of Relationship Director, where you will foster productive partnerships with our customers focusing on the Manufacturing, Transport and Logistics (MTL) sector, undertake research of customer industry trends and design tailored solutions based on their unique...
Litigation Assistant, EL/PL
Kennedys,
23 hours ago
Kennedys is looking for a Litigation Assistant to work on complex liability and injury matters, primarily within employers' and public liability. The successful candidate will handle a diverse range of claims, demonstrating strong analytical and problem-solving skills. This role offers...
After school Autism Care Assistant PT@ £11.44/hr in Leeds - Leeds - LS6
UKCIL Ltd,
1 day ago
After school Autism Care Assistant PT @ £11.44/hr in Leeds - Leeds - LS6 Twelve year old child who needs support after school while parents are working. They enjoy playing football, gaming, cooking and looking after their pet snake. The...