Job Opportunities API

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 gover