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About the Role

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.

Responsibilities

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.
Support the definition, coordination, and adoption of CBTCS E2 and related engineering services across teams, ensuring clarity of service scope and support model.
Oversee E2SDK and GTS (CBTCS) requests and incidents, ensuring effective tracking, prioritization, escalation, and closure.
Lead coordination and communication for incidents, planned changes, and monthly IT maintenance verifications to minimize service disruption.
Support operational delivery for CI/CD-related services, coordinating with engineering and infrastructure teams to address service issues and reduce delivery blockers.
Identify opportunities to improve service quality, responsiveness, and reliability through better coordination, process improvements, and stronger service governance.
Act as the primary point of contact for CBTCS E2 service consumers, providing clear and timely communication to engineers, stakeholders, and support teams.
Ensure service activities are managed in line with organizational processes, controls, and expected operational standards.
Support onboarding, orientation, leave transitions, and collaboration sessions within the CBTCS E2 team to maintain continuity and effective service delivery.

Requirements

3 to 5 years of experience driving service delivery or platform management within an engineering environment.
Proficiency in engineering platforms.
Understanding of Engineering Process & Standards.
Experience with incident management and service Desk tools (e.g. ServiceNow, Jira Service Desk).
Strong problem-solving skills.
Excellent communication abilities.
Capacity to manage multiple priorities.
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.

Skills

Service Delivery Management
Service Catalogue and Operational Support
Ticket and Request Governance
Incident, Change and Maintenance Coordination
CI/CD Service Support
Continuous Improvement
Stakeholder Communication
Compliance and Operational Standards
Team Coordination and Continuity
Problem-solving
Communication
Managing multiple priorities

Location

Toronto, Ontario, Canada

Work Type

Full time
No

Experience Level

3 to 5 years

Education Level

Bachelor’s degree in engineering, Computer Science, or a related field.

Salary/Compensations

$69,128.00 to $ 103,692.00 CAD Annual

Benefits

Health and Dental plans - 100% of premiums are company-paid
Company paid holidays - 3 weeks of vacation
Worklife programs such as Flextime and a variety of Development and Training opportunities

About the Company

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.

Equal Opportunity

At Hitachi Rail, there is a place for everyone. We welcome and value differences in background, age, gender, sexuality, family status, disability, race, nationality, ethnicity, religion, and world view. It is our commitment to create an inclusive environment - we are proud to be an equal opportunity employer.