CBTCS Engineering Service Delivery Analyst(Fixed Term)

A career at Hitachi Rail will help create a legacy. With operations in every corner of the world, our work goes to the cutting-edge of digital transformation and technology. From the multi-cultural strength of our global organisation to the sustainable and innovative ways we work to bring people together, there’s something for everyone to get stuck into. And that’s where you come in.

The Service Delivery Analyst (SDA) for CBTCS E2 Services is responsible for ensuring reliable, efficient, and customer-focused delivery services that support engineering teams. The role oversees service performance against SLAs, coordinates incident and change communications, manages ticket resolution governance, supports monthly maintenance verifications, and acts as the primary

point of contact for CBTCS E2 service consumers. It also supports CI/CD-related service operations and drives collaboration, continuity, and continuous improvement across the CBTCS E2 service landscape.

The Service Delivery Analyst ensures reliable, efficient, and well-governed delivery of services to engineering teams. The role drives service quality through SLA oversight, performance monitoring, incident and change coordination, and clear stakeholder communication. It improves productivity by streamlining service operations, supporting CI/CD service needs, and enabling faster issue resolution. The role also strengthens collaboration, supports scalable service delivery, and helps ensure compliance, control, and operational stability across the service landscape.

•Service Delivery Management: Ensure CBTCS E2 services are delivered in line with business needs and agreed SLAs, with clear focus on lead time, time to first response, and time to resolution.

• Service Catalogue and Operational Support: Support the definition, coordination, and adoption of CBTCS E2 and related engineering services across teams, ensuring clarity of service scope and support model.

• Experience: Relevant industry experience, with 3 to 5 years of experience driving service delivery or platform management within an engineering environment.

• Advanced Degree: A bachelor’s degree in engineering, Computer Science, or a related field.

• Additional Certifications: Advanced certifications in service delivery or platform management.

• Adhere to all company health and safety policies, procedures, and legal regulations.

• Identify and report potential hazards, unsafe behaviors, or incidents promptly.

• Follow environmental policies and procedures to minimize waste, energy use, and environmental impact.

• Support sustainability initiatives, including recycling, resource conservation, and responsible sourcing.

• Foster a respectful and inclusive workplace that supports mental and physical wellbeing.