Duty Service Delivery Manager

First Group; Swindon; On-site; GBP 49,000 - 60,000; Full time

Job description

Duty Service Delivery Manager

Swindon

Salary: £49,354 plus 30% allowance

Who are we?

GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world. We have some of the newest trains in the country and exciting plans to extend our services. With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall and South Wales to London, passing through beautiful country and some of the UK's top tourist destinations.

We are transforming the way people think about train travel, empowering our team of over 6,000 people from all different backgrounds to make it a great experience for our customers. Together, we will revalue rail as a very special way to travel – relaxing, fast, efficient, friendly and fun.

About the team:

The Train Service Delivery team is responsible for the day-to-day management and delivery of the GWR service to its customers. We deliver all components that make up the service that includes managing the train plan, Customer Information, Area Operations, and when required, train service recovery. We deliver service management, incident recovery, and support tactical performance improvement.

About the job:

The Duty Service Delivery Manager (formerly Duty Control Manager) is the senior lead for the Control team, who are accountable for the delivery of performance-based service targets and the safe delivery of the train plan, ensuring customer experience remains a priority at all times. This includes the accurate and prompt provision of information across the business for customers and colleagues alike.

Your main responsibilities will be:

• Being responsible for the minute-by-minute delivery of the timetable, ensuring that GWR train service performance is maximised in accordance with industry safety standards.
• Being GWR's senior representative for interaction with Network Rail and other key stakeholders such as other Train Operating Companies and FOCs.
• Making effective and creative use of all resources available to the business, for example fleet, crew, on-call managers etc., to deliver the train service that our customers require and expect.
• Co-ordinating effective incident management during periods of severe disruption, in accordance with industry and GWR's safety processes.
• Participating (and leading if required) telephone conferences regarding Train Service Delivery or critical business activities when required.
• Line management of a team of Controllers.

We are looking for:

• An experienced problem solver, who can adapt to the challenges of the railway.
• A person who has the ability and experience to make quick and significant decisions and doesn't shy away from making them.
• Strong written and verbal communication skills.
• An experienced railway operator with an ability to develop knowledge of the geography that GWR operates over, and the varied types of services that GWR operates.
• A leader of people, able to provide direction and guidance where required in what can be a highly pressurised environment.

As a minimum, you will need to have:

• Able to influence and communicate across all levels.
• Ability to make quick but informed decisions when under pressure.
• Effective leadership & stakeholder management skills.
• Excellent knowledge of GWR operations and standards.
• Strong computer literacy skills.
• Have or be able to train towards attaining a recognised assessor's qualification.
• Experience in leading a team is desirable but not essential as full training will be given to the successful candidate.

Additional information:

The successful candidate will undertake training of around 3 months, comprising on-the-job training, classroom training, and an appreciation of the different roles within Control.

This role is shift-based, including night shifts and weekend working. As part of this role, you will be required to travel across the GWR network as and when required.

The Reward:

As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including ongoing development, defined benefit pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, discounted shopping and gym membership, and an employee assistance programme.

We all belong at GWR. This is our vision for providing an inclusive environment for all our colleagues, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA, ethnicity, religion, and disability. We maintain zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working, and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition such as dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.