Our client’s vision is to be the most loved, progressive and responsible way to travel for generations to come.

The Duty Service Delivery Manager (DSDM) is a senior leader role within the Rail Operating Centre (ROC) based in York. The ROC is where the Service Delivery Team delivers the day to day running of all services across the network. The team ensures that the train plan is delivered safely, on time and with the customer always in mind. The team works closely with other departments across the business as well as other Train Operators, Network Rail and Hitachi. The team operates 24/7 across three shifts. This role likewise involves shift working and some weekend work. You will also receive a 10% shift allowance to accommodate this.

This role is primarily accountable for leading the Service Delivery Team on duty but also supports the delivery of continuous improvements across all aspects of delivery to ensure we always have an outstanding operational train service. As well as leading and developing people and ensuring the provision of the delivery of the timetable, you will engage with and support key stakeholders across the business acting as a subject matter expert for the ROC and its operations. You will provide the ‘on duty' strategic Incident Management for the Service Delivery Team and work with internal and external stakeholders to ensure the operational plans are fit for purpose and meeting the needs of our customers.

As an experienced leader, you will be able to ensure that the team is motivated and fully cross skilled and efficient to ensure the continuation and resilience of service through competency management, training and development, contingency planning and process improvements.

You will also direct and co-ordinate all Service Delivery action, proactively identifying issues and barriers to the effective and efficient delivery the train plan, taking immediate and remedial action to demonstrate improvement, delivering the most effective use of crew resources and rolling stock to deliver the service to optimise train performance and quality specifications.

What you will need

Experience of strategic service delivery, ideally within rail or transport and ideally with a focus on customer experience
Extensive people management experience with the ability to lead, develop, motivate and inspire others
Experience of delivering and managing projects and working to tight timescales
Demonstrated experience of being able to communicate and influence and all levels
Strong business commercial acumen of revenue, budgets and financial impact of both operational and customer experience actions.
Experience of directing continuous improvement driving a culture of techniques to generate learning
Competency (or working towards) A1 Assessor status
Knowledge and awareness of railway operations with awareness of the rule book
Experience of delivering business resilience by enabling efficiency through multiskilling in a service delivery environment
Ability to work 24hr / 7 days per week shift pattern and there is a requirement to be on call as part of this post.


Forward Assist Recruitment is operating as an employment agency. Forward Assist Recruitment is an Equal Opportunities employer; we welcome applicants from all backgrounds.