IT Business Relationship Manager

This is a 12-month fixed-term position

Why LNER?

We go beyond. For everyone. Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we're looking for the people who can deliver this, every day.

Since we took over on the East Coast mainline, we've been changing the face of rail travel. Our new Azuma train has brought faster journey times, more space and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join.

Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER.

Are you on board?

What you'll be doing:

The LNER IT team supports the whole business in delivering its business goals and manages some exciting, high-profile IT development projects aimed at achieving our aspiring digital business & IT transformation. Using a deep knowledge of stakeholder and relationship management best practises and with a passion for delivering excellent IT Services, you'll be responsible for establishing and managing the IT business relationship management process to understand departmental strategies, goals and objectives across LNER, and then use these to drive improvements in the uptake, delivery and satisfaction of IT services.

You'll take ownership for the IT service portfolio ensuring that all IT services are effectively documented and managed throughout their lifecycle and that services are aligned to meet business needs. Working closely with the business to ensure IT services are smoothly implemented, reporting on service performance and customer satisfaction, you will act as an ambassador for LNER IT, understanding and communicating the intended outcomes and benefits of the service portfolio effectively and compellingly through effective supplier management monitor IT services such that all contracted services are provided to an exceeded level through good working relationships, regular reporting and continual service improvement plans, facilitating service reviews and manage the relationship with service stakeholders.

What else will this role entail?

• Own the IT Business Relationship Management Process within LNER
• Publishing and promoting IT services to the business, reporting on service uptake and value return.
• Establishing and maintaining constructive relationships between IT and the business, to providing key collaboration and integration of IT with other areas of the business.
• Ensuring the highest levels of customer satisfaction through regular service review and customer surveys.
• Identifying changes to customer requirements and technology trends, ensure IT is able/can continue to meet those needs.
• Reviewing the desired outcomes of all proposed new or changed service, analyse the impacts on existing services in the service portfolio.
• Manging IT service transition, ensuring new services are brought into BAU through an efficient process.
• Engaging with suppliers to ensure contracts are delivering against contract and returning value.
• Developing and managing the service portfolio, supplier database and customer databases within the LNER ITSM service tool.
• Providing reports on all agreed goals, critical success factors, key performance indicators (KPI) for each service.

Of course, with this being such a specialist role, there are a few ‘must haves'… If you can show us your experience in:

• Educated to degree level in an IT discipline or equivalent
• ITIL Specialist or similar service management qualification
• Hold an industry recognized project management methodology qualification
• Experience in an IT service management roll
• Experience in delivery of exceptional customer service
• Excellent communications and presentation skills both verbal and written
• Excellent analytical and report writing skills.

What you'll get:

• Free travel on LNER + 75% off other companies' tickets (for you & dependents)
• Discounted international train tickets (after one year's service)
• 50% discount on LNER tickets for friends & family
• Generous pension scheme
• Annual cycle to work schemes
• Discount, savings and cashback scheme from top retailers
• Health & wellbeing schemes and discounts
• Host of training opportunities to help further your career
• Rewards & awards to recognise when you shine

What we believe:

To be the most loved, progressive and responsible train operating company, we must make a meaningful difference – always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.

We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey – and ensures that when you're at LNER, you can always be you. No wonder most people never want to leave!

Diversity and inclusion
We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.

Developing our people
We are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.

Health & wellbeing
To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.

What next?

As we say, we have fantastic opportunities for ambitious people from all sorts of different backgrounds, so now is the time to join the team at LNER – without delay!

Start your journey here