Senior Smart Services & Innovation Manager

• Delivering an industry-leading customer experience that transforms travel across all journeys and achieving a new benchmark in customer service and operational excellence • Providing strategic direction, planning, and managing the development and implementation of policies, procedures, and work instructions for Smart Services and Innovation • Defining the Smart Services vision and its strategy, processes and roadmap, playing an important role in the design and implementation of the Customer Services and Sales & Marketing strategies, focusing on innovation • Preparing and monitoring the Smart Services unit dashboard and Key Performance Indicators • Preparing and conducting the technical part of the tendering process for the smart services vendor selection • Liaising with and monitoring the Smart Services contractor for the design, build, and operational phases • Leading the implementation of the Innovation Management Process • Chairing an innovation forum, monitoring the ideas generated and selected, and preparing business cases

PROFILE • Bachelor’s degree in relevant field, ideally with project management certification • At least 12 years’ experience in digital services project management, with a significant background in railways • Demonstrable history of developing and implementing IT services & innovation, and Smart Services (smart cities, etc.) • Strong knowledge of Business Process reengineering, Project, Programme, and Change management methodologies and their application • Highly analytical and able to make decisions on complex matters • Excellent interpersonal skills and communication skills in English