Duty Service Delivery Manager

Why LNER?

We go beyond. For everyone. Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we're looking for the people who can deliver this, every day.

Since we took over on the East Coast mainline, we've been changing the face of rail travel. Our new Azuma train has brought faster journey times, more space and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join.

Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER.

Are you on board?

What you will be doing

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 LNER 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 accomdate 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 LNER 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 LNER 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.

What you'll get:

• Free travel on LNER + 75% off other companies' tickets (for you & dependents)
• Discounted international train tickets (after one year's service)
• 50% discount on LNER tickets for friends & family
• Generous pension scheme
• Annual cycle to work schemes/electric vehicle scheme
• Discount, savings and cashback scheme from top retailers
• Health & wellbeing schemes and discounts
• Host of training opportunities to help further your career
• Rewards & awards to recognise when you shine

What we believe:

To be the most loved, progressive and responsible train operating company, we must make a meaningful difference – always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.

We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey – and ensures that when you're at LNER, you can always be you. No wonder most people never want to leave!

Diversity and inclusion
We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.

Developing our people
We are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.

Health & wellbeing
To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.

What next?

As we say, we have fantastic opportunities for ambitious people from all sorts of different backgrounds, so now is the time to join the team at LNER – without delay!

Start your journey here