Service Desk and Operations Manager

Job description

Role Overview Accessible rail travel depends on systems that work reliably in live environments. Our Passenger Assistance platform turns passenger assistance requests into coordinated action inside live rail operations. We are hiring a Service Desk and Operations Manager to take ownership of our customer support function and its ongoing development. This role sits at the intersection of customer success, product, and service delivery—ensuring our clients receive a consistently high-quality support experience while helping us scale and mature our Service Desk capability. You will act as the subject matter expert (SME) across our product suite, oversee support cases beyond first-line resolution, and play a key role in shaping processes, documentation, and client engagement. Reporting directly to the Head of Customer Success, this is a high-impact role with significant scope to influence how support operates across the business. Strategic Context: Transreport exists to remove structural barriers in rail travel. Our vision is that everyone has access to travel everywhere. As a Series A technology company and recipient of a King’s Award, we operate across the UK, Japan and the EU, deliv...