About OnTrack Retail Limited OnTrack Retail Limited (OTRL) is a UK rail retail technology company of 35 people, building and operating digital ticketing platforms for some of the UK's major train operators, including GTR, Southeastern, and TransPennine Express. Our consumer-facing brand, TicketyBoo, is a train ticket booking app available to passengers across Great Britain. We hold ISO 27001 accreditation and PCI DSS compliance, and operate in a regulated, high-availability environment where governance and security are central to everything we do. We are at an exciting point in our growth. We are actively pursuing new contract opportunities across the UK rail sector and have embarked on an accelerated programme to strengthen our compliance and accreditation posture. This role is central to that programme The Role This is a newly created position, reflecting the increasing importance of compliance and accreditation to OTRL's commercial success and operational integrity. You will own and manage our compliance programme in its entirety, from day-to-day maintenance of existing certifications through to leading new accreditation projects. You will report directly to the Managing Director and work closely with our technical leads, operations team, and external certification bodies. This is a hands-on role: you will not be managing a large team, but you will be driving a significant and genuinely impactful programme of work across a business that takes compliance seriously. Our Current and Target Accreditation Stack You will inherit and build on the following: ISO 27001 - Information Security - Certified -Maintain and develop Cyber Essentials Plus - Newly achieved (June 2026) - Maintain annual renewal PCI DSS - Compliant - Maintain ISO 22301 - Business Continuity - Documentation complete, testing underway - Lead to certification ITIL v5 - Service Management - Programme in planning - Coordinate training cohort ISO 9001 - Quality Management - Under evaluation - Assess and potentially lead ISO 20000 - IT Service Management - Under evaluation - Assess and roadmap Key Responsibilities Certification and Accreditation Management Own the full compliance calendar across all current and target certifications, ensuring surveillance audits, renewals, and evidence collection are managed proactively Lead OTRL to ISO 22301 certification, building on existing documentation and testing programme Manage our ISO 27001 programme through its annual surveillance and recertification cycle Coordinate the ITIL v5 Foundation training cohort and support Practice Manager candidates Assess the business case and feasibility for ISO 9001 and ISO 20000 and, where approved, lead implementation Manage the relationship with our certification body and external auditors GDPR and Data Protection Support OTRL's data protection programme, working alongside our internal and Group DPOs who retain overall accountability Own day-to-day operational data protection activity, DSAR processes, privacy impact assessments, and data breach documentation Maintain our Records of Processing Activity (RoPA) and keep data protection policies current Support incident response processes where personal data is involved Supplier and Third Party Compliance Maintain OTRL's supplier compliance framework, including contractual review cycles and third party security assessments Manage Standard Contractual Clauses and international data transfer documentation Support procurement processes with compliance due diligence on new suppliers Policy and Internal Audit Own OTRL's policy suite, maintaining, reviewing, and updating policies on an annual basis Run the internal audit programme across ISO 27001 and ISO 22301, and subsequently any additional standards Manage staff compliance training and attestation processes Maintain the risk register and support management review processes Bid and Tender Support Own the compliance and accreditation sections of tender responses, maintaining an up-to-date evidence library and statement of compliance that can be drawn on quickly when procurement windows open Work with the MD to develop and communicate OTRL's compliance roadmap to clients and procurement bodies Experience and Skills Essential Hands-on experience implementing or maintaining ISO 27001, you have lived through at least one certification cycle, not just supported from a distance Experience with at least one further ISO standard (ISO 22301, ISO 9001, or ISO 20000) at a practical implementation level Solid working knowledge of UK GDPR and practical experience of data protection compliance in a technology or payments environment Demonstrable ability to own and drive a compliance programme with limited supervision in a small, fast-moving organisation Strong documentation skills, you write clearly, structure well, and produce audit-ready evidence without gold-plating Comfortable working across technical and non-technical stakeholders Desirable ISO Lead Auditor qualification (27001 or equivalent), this is a genuine differentiator ITIL Foundation certification or familiarity with the framework Experience in a fintech, payments, or regulated technology environment Familiarity with PCI DSS compliance requirements Experience supporting public sector or regulated procurement processes Knowledge of the UK rail industry or exposure to RDG/TOC commercial environments What We Offer A direct reporting line to the Managing Director and genuine influence over a business-critical programme The chance to build a compliance function largely from scratch in a company that takes it seriously A varied, substantial role, this is not a tick-box maintenance job Flexible hybrid working Salary of £50,000 - £65,000 depending on experience 25 days holiday plus bank holidays Support for relevant professional development and certification Vitality health insurance
Jun 22, 2026
Full time
About OnTrack Retail Limited OnTrack Retail Limited (OTRL) is a UK rail retail technology company of 35 people, building and operating digital ticketing platforms for some of the UK's major train operators, including GTR, Southeastern, and TransPennine Express. Our consumer-facing brand, TicketyBoo, is a train ticket booking app available to passengers across Great Britain. We hold ISO 27001 accreditation and PCI DSS compliance, and operate in a regulated, high-availability environment where governance and security are central to everything we do. We are at an exciting point in our growth. We are actively pursuing new contract opportunities across the UK rail sector and have embarked on an accelerated programme to strengthen our compliance and accreditation posture. This role is central to that programme The Role This is a newly created position, reflecting the increasing importance of compliance and accreditation to OTRL's commercial success and operational integrity. You will own and manage our compliance programme in its entirety, from day-to-day maintenance of existing certifications through to leading new accreditation projects. You will report directly to the Managing Director and work closely with our technical leads, operations team, and external certification bodies. This is a hands-on role: you will not be managing a large team, but you will be driving a significant and genuinely impactful programme of work across a business that takes compliance seriously. Our Current and Target Accreditation Stack You will inherit and build on the following: ISO 27001 - Information Security - Certified -Maintain and develop Cyber Essentials Plus - Newly achieved (June 2026) - Maintain annual renewal PCI DSS - Compliant - Maintain ISO 22301 - Business Continuity - Documentation complete, testing underway - Lead to certification ITIL v5 - Service Management - Programme in planning - Coordinate training cohort ISO 9001 - Quality Management - Under evaluation - Assess and potentially lead ISO 20000 - IT Service Management - Under evaluation - Assess and roadmap Key Responsibilities Certification and Accreditation Management Own the full compliance calendar across all current and target certifications, ensuring surveillance audits, renewals, and evidence collection are managed proactively Lead OTRL to ISO 22301 certification, building on existing documentation and testing programme Manage our ISO 27001 programme through its annual surveillance and recertification cycle Coordinate the ITIL v5 Foundation training cohort and support Practice Manager candidates Assess the business case and feasibility for ISO 9001 and ISO 20000 and, where approved, lead implementation Manage the relationship with our certification body and external auditors GDPR and Data Protection Support OTRL's data protection programme, working alongside our internal and Group DPOs who retain overall accountability Own day-to-day operational data protection activity, DSAR processes, privacy impact assessments, and data breach documentation Maintain our Records of Processing Activity (RoPA) and keep data protection policies current Support incident response processes where personal data is involved Supplier and Third Party Compliance Maintain OTRL's supplier compliance framework, including contractual review cycles and third party security assessments Manage Standard Contractual Clauses and international data transfer documentation Support procurement processes with compliance due diligence on new suppliers Policy and Internal Audit Own OTRL's policy suite, maintaining, reviewing, and updating policies on an annual basis Run the internal audit programme across ISO 27001 and ISO 22301, and subsequently any additional standards Manage staff compliance training and attestation processes Maintain the risk register and support management review processes Bid and Tender Support Own the compliance and accreditation sections of tender responses, maintaining an up-to-date evidence library and statement of compliance that can be drawn on quickly when procurement windows open Work with the MD to develop and communicate OTRL's compliance roadmap to clients and procurement bodies Experience and Skills Essential Hands-on experience implementing or maintaining ISO 27001, you have lived through at least one certification cycle, not just supported from a distance Experience with at least one further ISO standard (ISO 22301, ISO 9001, or ISO 20000) at a practical implementation level Solid working knowledge of UK GDPR and practical experience of data protection compliance in a technology or payments environment Demonstrable ability to own and drive a compliance programme with limited supervision in a small, fast-moving organisation Strong documentation skills, you write clearly, structure well, and produce audit-ready evidence without gold-plating Comfortable working across technical and non-technical stakeholders Desirable ISO Lead Auditor qualification (27001 or equivalent), this is a genuine differentiator ITIL Foundation certification or familiarity with the framework Experience in a fintech, payments, or regulated technology environment Familiarity with PCI DSS compliance requirements Experience supporting public sector or regulated procurement processes Knowledge of the UK rail industry or exposure to RDG/TOC commercial environments What We Offer A direct reporting line to the Managing Director and genuine influence over a business-critical programme The chance to build a compliance function largely from scratch in a company that takes it seriously A varied, substantial role, this is not a tick-box maintenance job Flexible hybrid working Salary of £50,000 - £65,000 depending on experience 25 days holiday plus bank holidays Support for relevant professional development and certification Vitality health insurance
Taunton On-Site Monday - Friday, 9:00am - 5:30pm Starting Salary: £24,784.50+ (dependent on experience) About the Role We are looking for an enthusiastic and service-driven Associate Support Manager / Support Manager to join our growing Partner Support Team. This is an exciting opportunity for someone with strong customer support or account management experience who is looking to develop within a fast-paced Fintech environment. You will act as a key point of contact for our Partners and Merchants, helping to deliver exceptional support, manage relationships, and ensure a seamless customer experience. Reporting to the Head of Partner Support, you will work closely with internal departments including Commercial, Product, and Development teams to provide timely resolutions, identify opportunities for growth, and support ongoing business initiatives. Key Responsibilities Manage a portfolio of Partner and Merchant accounts, ensuring high levels of satisfaction and retention Build and maintain strong support relationships, understanding their objectives and aligning our services to meet their goals, being the first port of call internally and externally on a day-to-day basis. Work alongside Commercial teams guiding them through the seamless migration of existing businesses and uncovering new areas of growth through innovative products and services. Escalate key issues externally with Acquirers and internally with various team to reach solutions. Liaise with the wider team and business, to remain aware of target Partner and Merchant deliverables. Manage a comprehensive Ticket and Call queue, providing timely updates and solutions, whilst adhering to service level agreements Coordinate with internal teams, including Commercial, Accounts, Product and Development to aid with a holistic approach for Partner and Merchants. Lead Partner and Merchant conversations whilst also developing and presenting comprehensive reports on performance metrics and new initiatives. Identify opportunities for account improvement and growth, presenting recommendations and solutions Proactively identify potential issues or obstacles and work towards a solution in a timely manner both internally and externally. Anticipate and identify potential project issues ahead of time, raising with product and commercial. Contribute to new business activities with existing and prospective clients, passing lead to respective Commercial counterpart and following progress of lead and support requirements. Stay updated with industry trends, emerging technologies, and Support best practices to advise Partner and Merchants effectively. What We're Looking For Excellent communication skills across phone, email, and video calls Strong organisational and problem-solving abilities A customer-focused mindset with a passion for delivering outstanding service Ability to manage multiple priorities in a fast-paced environment Strong teamwork and collaboration skills Previous experience in support, account management, customer success, or Fintech is advantageous Benefits Employee Assistance Programme (EAP) Private Medical Insurance including dental cover Annual leave entitlement that increases with length of service Opportunity to grow within a fast-moving Fintech business Supportive and collaborative working environment About You Service-oriented and customer-focused Results-driven with a proactive approach to problem solving A confident communicator who can professionally guide customers through troubleshooting and support processes A collaborative team player who thrives in a dynamic environment Equality and Diversity We are an equal opportunities employer and are committed to creating an inclusive environment for all employees. We welcome applications regardless of age, disability, gender identity, marital status, race, religion or belief, sex or sexual orientation, in line with the Equality Act 2010. Recruitment Process: On receipt of your application, the hiring manager will assess your CV against the criteria for the role. Shortlisted candidates will be contacted via telephone or email and invited to interview. Additional Information Employment is subject to a satisfactory completion of a DBS check. Applicants must be able to work in the UK unrestricted. Application/CV records will be kept securely for a maximum of 12 months. Cardstream will only use the personal information provided in order to process the application in accordance with the Data Protection Act 1998. Applicants will need to comply with the requirements of the Data Protection Act 1998, it is the responsibility of individual staff members to protect data and to take all reasonable steps to ensure all data is kept securely. Applicants will need to comply with Cardstream's policies and procedures including Health and Safety Policy and Equality and Diversity
Jun 16, 2026
Full time
Taunton On-Site Monday - Friday, 9:00am - 5:30pm Starting Salary: £24,784.50+ (dependent on experience) About the Role We are looking for an enthusiastic and service-driven Associate Support Manager / Support Manager to join our growing Partner Support Team. This is an exciting opportunity for someone with strong customer support or account management experience who is looking to develop within a fast-paced Fintech environment. You will act as a key point of contact for our Partners and Merchants, helping to deliver exceptional support, manage relationships, and ensure a seamless customer experience. Reporting to the Head of Partner Support, you will work closely with internal departments including Commercial, Product, and Development teams to provide timely resolutions, identify opportunities for growth, and support ongoing business initiatives. Key Responsibilities Manage a portfolio of Partner and Merchant accounts, ensuring high levels of satisfaction and retention Build and maintain strong support relationships, understanding their objectives and aligning our services to meet their goals, being the first port of call internally and externally on a day-to-day basis. Work alongside Commercial teams guiding them through the seamless migration of existing businesses and uncovering new areas of growth through innovative products and services. Escalate key issues externally with Acquirers and internally with various team to reach solutions. Liaise with the wider team and business, to remain aware of target Partner and Merchant deliverables. Manage a comprehensive Ticket and Call queue, providing timely updates and solutions, whilst adhering to service level agreements Coordinate with internal teams, including Commercial, Accounts, Product and Development to aid with a holistic approach for Partner and Merchants. Lead Partner and Merchant conversations whilst also developing and presenting comprehensive reports on performance metrics and new initiatives. Identify opportunities for account improvement and growth, presenting recommendations and solutions Proactively identify potential issues or obstacles and work towards a solution in a timely manner both internally and externally. Anticipate and identify potential project issues ahead of time, raising with product and commercial. Contribute to new business activities with existing and prospective clients, passing lead to respective Commercial counterpart and following progress of lead and support requirements. Stay updated with industry trends, emerging technologies, and Support best practices to advise Partner and Merchants effectively. What We're Looking For Excellent communication skills across phone, email, and video calls Strong organisational and problem-solving abilities A customer-focused mindset with a passion for delivering outstanding service Ability to manage multiple priorities in a fast-paced environment Strong teamwork and collaboration skills Previous experience in support, account management, customer success, or Fintech is advantageous Benefits Employee Assistance Programme (EAP) Private Medical Insurance including dental cover Annual leave entitlement that increases with length of service Opportunity to grow within a fast-moving Fintech business Supportive and collaborative working environment About You Service-oriented and customer-focused Results-driven with a proactive approach to problem solving A confident communicator who can professionally guide customers through troubleshooting and support processes A collaborative team player who thrives in a dynamic environment Equality and Diversity We are an equal opportunities employer and are committed to creating an inclusive environment for all employees. We welcome applications regardless of age, disability, gender identity, marital status, race, religion or belief, sex or sexual orientation, in line with the Equality Act 2010. Recruitment Process: On receipt of your application, the hiring manager will assess your CV against the criteria for the role. Shortlisted candidates will be contacted via telephone or email and invited to interview. Additional Information Employment is subject to a satisfactory completion of a DBS check. Applicants must be able to work in the UK unrestricted. Application/CV records will be kept securely for a maximum of 12 months. Cardstream will only use the personal information provided in order to process the application in accordance with the Data Protection Act 1998. Applicants will need to comply with the requirements of the Data Protection Act 1998, it is the responsibility of individual staff members to protect data and to take all reasonable steps to ensure all data is kept securely. Applicants will need to comply with Cardstream's policies and procedures including Health and Safety Policy and Equality and Diversity
Senior Vice President, Product Delivery Coach Contract Length: 12 months About the Role Our client is seeking a dynamic Senior Vice President (SVP) of Product Delivery Coach to elevate product delivery practises across their enterprise. This pivotal role is centred on hands-on product coaching, driving daily coaching and facilitation within product pods and groups, shaping onboarding and training programmes, and ensuring enterprise-level alignment between strategy and delivery. The SVP will focus on specific platforms and geographies to maintain consistent delivery practises, uphold best practises, and prioritise client needs. This role is essential for supporting an outcome-driven, product-led organisation. Key Responsibilities Act as a trusted coach for product pods and groups, offering hands-on support in product management delivery practises and fostering cross-platform collaboration. Facilitate retrospectives, sprint reviews, backlog refinements, and other essential activities to assist Product Owners (POs) and Product Managers (PMs) in Pods and Groups, embedding best practises that align with a product-led development model. Review and refine user stories, initiatives, epics, and requirements to ensure clarity, traceability, and adherence to regulatory, risk, and audit standards. Serve as a connector across pods, addressing platform-related product inquiries and aligning initiatives across client, product, and geographic dimensions. Collaborate with product and technology leadership to enable timely, client-centred delivery while balancing regulatory requirements and business priorities. Drive the adoption of outcome-based roadmaps, Objectives and Key Results (OKRs), and product success measures, encouraging teams to focus on measurable impact rather than just outputs. Support the evolution of teams from project-based to empowered product models, fostering a strong product mindset organisation-wide. Contribute to the Product practise through onboarding programmes and ongoing training initiatives that reinforce product delivery standards, regulatory awareness, and cross-pod collaboration. Guide product teams in achieving a balance between innovation, speed, and regulatory obligations. Qualifications & Experience 5-9 years of experience in product management, delivery, or product coaching. Proven expertise in agile product delivery, backlog management, and cross-functional product coaching, preferably with organisations like General Assembly, Product School, or similar, and within financial services or fintech environments. Familiarity with financial services products, platforms, and client segments is highly desirable. Demonstrated ability to connect across pods, platforms, and geographies, ensuring alignment in complex organisational structures. If you are passionate about shaping product delivery practises and driving meaningful change within an organisation, we invite you to apply for this exciting opportunity. Join our client in their mission to enhance product management and delivery standards, creating impactful outcomes for their clients and the industry at large. Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you. Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser (url removed)
Oct 08, 2025
Contractor
Senior Vice President, Product Delivery Coach Contract Length: 12 months About the Role Our client is seeking a dynamic Senior Vice President (SVP) of Product Delivery Coach to elevate product delivery practises across their enterprise. This pivotal role is centred on hands-on product coaching, driving daily coaching and facilitation within product pods and groups, shaping onboarding and training programmes, and ensuring enterprise-level alignment between strategy and delivery. The SVP will focus on specific platforms and geographies to maintain consistent delivery practises, uphold best practises, and prioritise client needs. This role is essential for supporting an outcome-driven, product-led organisation. Key Responsibilities Act as a trusted coach for product pods and groups, offering hands-on support in product management delivery practises and fostering cross-platform collaboration. Facilitate retrospectives, sprint reviews, backlog refinements, and other essential activities to assist Product Owners (POs) and Product Managers (PMs) in Pods and Groups, embedding best practises that align with a product-led development model. Review and refine user stories, initiatives, epics, and requirements to ensure clarity, traceability, and adherence to regulatory, risk, and audit standards. Serve as a connector across pods, addressing platform-related product inquiries and aligning initiatives across client, product, and geographic dimensions. Collaborate with product and technology leadership to enable timely, client-centred delivery while balancing regulatory requirements and business priorities. Drive the adoption of outcome-based roadmaps, Objectives and Key Results (OKRs), and product success measures, encouraging teams to focus on measurable impact rather than just outputs. Support the evolution of teams from project-based to empowered product models, fostering a strong product mindset organisation-wide. Contribute to the Product practise through onboarding programmes and ongoing training initiatives that reinforce product delivery standards, regulatory awareness, and cross-pod collaboration. Guide product teams in achieving a balance between innovation, speed, and regulatory obligations. Qualifications & Experience 5-9 years of experience in product management, delivery, or product coaching. Proven expertise in agile product delivery, backlog management, and cross-functional product coaching, preferably with organisations like General Assembly, Product School, or similar, and within financial services or fintech environments. Familiarity with financial services products, platforms, and client segments is highly desirable. Demonstrated ability to connect across pods, platforms, and geographies, ensuring alignment in complex organisational structures. If you are passionate about shaping product delivery practises and driving meaningful change within an organisation, we invite you to apply for this exciting opportunity. Join our client in their mission to enhance product management and delivery standards, creating impactful outcomes for their clients and the industry at large. Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you. Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser (url removed)
