Service Delivery at Trainline Partner Solutions (TPS) 

Trainline works with a variety of international partners to serve customers in the rail and coach industry. In short, the Service Delivery team are responsible for onboarding new partners to the Trainline platform expertly and efficiently, whilst also ensuring that any issue arising out of the day today running of the business including incident/problem and change management is handled to a world class standard. 

Purpose of the Role 

• As part of the Service Delivery TAM Team, you will be working for a long-term period with several assigned and strategic customers. The activities performed are all aligned with a single purpose, to help our customers achieve their desired outcomes through TPS Guidance and Solutions. By helping our customers, we drive the consumption of our services. 
• You will exude confidence and passion for the Trainline and the Customer business.  You will develop & maintain deep technical knowledge & skills for TPS solutions as well as understanding the wider Trainline model.   
• Three months after engaging with your customers, you will be able to articulate their long- and short-term goals and how they connect to the bigger picture of their business — identifying the gaps that need to be resolved and working on a structured engagement plan with the customer.  
• You will establish a long-term relationship and partner with your customers to accelerate their desired outcomes through best practice guidance that enables rapid expansion of feature-sets and markets.   
• You will educate your customers on Product Roadmaps and Carrier Processes and feature developments and align to their own roadmaps. 
• Within 12 months from your joining date, you will be able to present your achievements in relation to revenue and market share. 
• You will serve as an advocate for your customer(s), providing clear and constructive product feedback to Product Teams based on customer use-cases and requirements. 
• You will act as an escalation point for service failures both internally and for our customers ensuring that our Service Levels are always achieved and removing service credit risk and enhancing the reputation of TPS. 

Key Responsibilities 

The number of customers will vary depending on the tiering of the customer. You will also be collaborating with the broader TPS Distribution and IT Solutions Account teams as well as Product and Engineering specialists whilst performing the following: 

• Leverage a TAM playbook, delivery kits, and tools, which you will use to help guide your customer through the following activities:   
• Deliver roadmaps & assessments that provide next step and outcome-focused plans, 
• Provide Solution Guidance & industry best practices review to identify means of expansion,  
• Optimize Operations to confirm activities are aligned with stated technology goals & priorities,  
• Provide Industry insights to benchmark and optimize workflow efficiency gains within customer architecture to boost customer proposition. 
• You will use your organizational and planning skills to keep track of your customer's plans, adjusting as needed, and driving them to completion. 
• You will help TPS to create ‘customers for life’ by collaborating with our Customer Success, Service Delivery, Product and Engineering teams - all to make sure that we drive outcome-focused value to our customers. 
• You will also contribute back to the internal TAM community of like-minded experts, sharing the experiences that you gain by working with your customers(s), while also learning from your peers. 
• You will oversee and manage all customer escalations (as well as pre-empting) on incidents and service requests and major developments. 
• Manage Client Reporting and Governance across all aspects of engagement to include performance and SLA metrics. 

• Minimum of 5 years of experience in the Travel and Rail Industry
• AGILE PM Foundation or similiar 
• Experience working within an Agile Development & Support structure. 
• Able to operate effectively in a highly dynamic environment with multiple concurrent initiatives and adapt plans to accommodate changing business priorities 
• Knowledge of API integrations and White Label solutions 
• Effective communicator, able to gain entrusted stakeholders 
• Some requirement to travel to other Trainline locations 
• Fluent in English and French is mandatory. Knowledge of Italian or German is a plus