Senior Service Delivery Manager

The Senior Service Delivery Manager ensures c2c rail is safely and efficiently resourced to deliver the advertised timetable and any additional services required at short notice. You will hold overall responsibility for the day-to-day operation of Shoeburyness Depot and Yard, including the safe control of all train movements, and for ensuring Train Crew and depot-based colleagues receive all relevant operational information and publications.

A key part of the role is to manage service problems, incidents and disruption. You will hold overall safety responsibility for Shoeburyness Yard, act as Gold Command for c2c during major incidents and lead degraded operating situations in line with the Rule Book, Depot Working Instructions and other relevant publications. You will work closely with Network Rail and other industry partners to agree and deliver recovery and contingency plans that protect safety, performance, customer service and revenue. You will supervise Drivers, Depot Drivers, Depot Supervisors, Depot Managers, Train Service Managers, Customer Information Managers, Service & Resourcing Managers and associated rosters. You will ensure competencies are maintained, signing-on points and safety documentation are current and all activities comply with c2c’s Safety Manual, Codes of Conduct and company policies.

The role requires excellent communication and record-keeping skills. You will liaise with internal and external stakeholders, provide accurate and timely information during normal operations and disruption, and maintain high standards of reporting on incidents, daily performance and events affecting safety, reliability and contractual requirements. This is a safety-critical managerial position in a 24/7 operational environment, requiring participation in on-call arrangements, out-of-hours depot visits and consistent role-modelling of c2c’s safety, performance and customer service standards.

Key Responsibilities

- Lead rostering and diagramming for the Depot Team, ensuring all services are appropriately resourced across the c2c route.
- Perform out-of-hours depot visits and complete daily and weekly depot checks to maintain safe and efficient operations.
- Ensure staff issue and accurately record all publications, including late notices, mail and safety-critical documentation.
- Comply with and embed all internal and external audit recommendations within the Depot and Service Delivery Centre.
- Undertake formal disciplinary hearings and manage performance in line with company policies and procedures.
- Plan and carry out Health & Safety inspections, ensuring the Depot Safety Plan and all statutory requirements are consistently followed.
- Control all train movements within Shoeburyness Yard and Depot, holding overall safety responsibility and leading regular safety walks.
- Maintain vocational competence and medical/fitness requirements, and support the same for your team as directed.
- Assist in the development of marshalling plans and implement the Daily Plan to meet service and timetable requirements.
- Manage Degraded Operating Situations in line with the Rule Book, Depot Working Instructions and other relevant publications.
- Audit daily and weekly Train Crew rosters to ensure coverage, compliance and efficient use of resources.
- Cover and support rostering tasks, acting as the main point of contact for all rostering and diagramming activities within Delivery.
- Analyse diagrams and coordinate Traincrew resources to maintain cover and minimise disruption to services.
- Process A and U Returns and ensure accurate, timely reporting.
- Provide day-to-day line management for Train Service Managers, Customer Information Managers, Service & Resourcing Managers and associated rosters.
- Prepare rosters for the Service Delivery Centre and Service Resourcing Centre, working with the Resourcing Strategy Manager on major roster changes.
- Support the implementation and ongoing improvement of automated rostering processes.
- Ensure the integrity and accuracy of records maintained on all relevant databases and systems.
- Manage Drivers’ RSOP, ensuring all RSOPs are monitored and checked in line with c2c standards.
- Ensure train service delivery plans are met and that defective units are identified, managed and escalated appropriately.
- Monitor Safety Critical Communication at Shoeburyness Depot and address any issues promptly.
- Ensure procedures are in place so that staff commencing duty are fit for work, as far as reasonably practicable.
- Oversee Depot Evacuation Procedures and ensure staff are briefed and competent to respond to emergencies.
- Assume “Gold Command” for c2c in the event of an accident or major incident, implementing the c2c Emergency Plan.
- Liaise with Network Rail and other organisations on the real-time operation of the c2c route, particularly during disruption.
- Advise the Service Delivery Centre and Shoeburyness Depot of any conflicts with Network Rail during service recovery, directing and supporting them as required.
- Devise and implement contingency arrangements during incidents to maintain customer care, performance and safety standards.
- Balance timetable changes enacted by Network Rail against planned resources, maintaining revenue and controlling costs within budget.
- Respond to real-time changes from Network Rail to optimise customer service within available resources.
- Determine and lead c2c’s overall approach to service management during contingency situations, ensuring a coordinated response.
- Ensure accurate and timely information is shared with colleagues and stakeholders outside the Service Delivery Centre and Service & Resourcing Department.
- Use On-Call arrangements to procure resources or services needed to maintain train service operations.
- Ensure the integrity of rolling stock allocations during real-time changes, maintaining accurate mileage accumulation and reliable maintenance plans.
- Forward rolling stock defects reported to the Service Delivery Centre to East Ham Engineering Depot, recording defects and actions in the daily report.
- Ensure incidents, accidents and delays are investigated and concluded on shift to the required standard, and accurately recorded and agreed in TRUST and daily reports.
- Maintain comprehensive records of all matters affecting safety, reliability and contractual requirements to enable effective managerial follow-up.
- Review and finalise the Service Delivery Centre report, identifying root causes and recommendations to improve future performance.
- Support and coach team members to achieve all team objectives and foster a culture of continuous improvement.
- Out of office hours, manage the utilisation of human resources, including informal discipline, local Health & Safety arrangements, Planned General Inspections and welfare counselling.
- Undertake emergency rostering of Service Delivery personnel to maintain safe and reliable services.
- Ensure a senior presence is maintained at the Service Delivery Centre during peak hours.
- Gain and maintain competence to undertake Service and Resourcing duties at Shoeburyness Depot.
- Assist with training and assessing personnel in the Service Delivery Centre and Service & Resourcing Department as directed by the Head of Control.
- Ensure all driver signing-on points are up to date with relevant documentation and communications.
- Ensure the Service Delivery Centre and Service & Resourcing Department comply with all c2c safety standards and procedures.
- Work closely with the Driver Management community to deliver the periodic enhanced budget for drivers.
- Fulfil detailed safety responsibilities as set out in the relevant safety responsibility statement and participate in on-call arrangements.

Skills, Knowledge & Expertise

- Extensive experience in rail operations, ideally within a train operating company, with in-depth knowledge of c2c and Network Rail operations, geography and train plans.
- Thorough understanding of Traincrew and frontline terms and conditions of service, Traincrew Group Standards and associated HR procedures.
- Full working knowledge of relevant Rules, Regulations, Sectional Appendix, Depot Working Instructions and associated safety publications.
- Proven track record of managing medium-sized operational teams in a safety-critical, 24/7 environment.
- Strong experience of liaising and negotiating with local Trade Union representatives.
- Sound practical experience of Health & Safety management, welfare and related matters, including alcohol and drugs policies and safety management systems.
- Demonstrated ability to investigate, interpret and report operational and performance data thoroughly and precisely.
- Extensive, hands-on experience using industry systems such as TRUST, TMV, Tyrell, Tracs Enterprise and other relevant operational databases.
- Ability to lead and manage degraded and emergency operating situations, including incident investigation and root-cause analysis.
- Strong leadership, people management and team-building skills, with the ability to motivate, coach and develop colleagues at all levels.
- Excellent interpersonal and communication skills, with the ability to influence and collaborate effectively with internal and external stakeholders.
- Highly organised, with the ability to prioritise, work systematically and remain calm under pressure in a fast-paced control and depot environment.
- High level of attention to detail and accuracy in rostering, reporting and record keeping.
- Ability to balance operational performance, customer service, safety and cost control when making real-time decisions.
- Competence and willingness to participate in continuous assessment and vocational competence regimes in line with the c2c Safety Manual.
- General education to GCSE/O Level (or equivalent) including English and Mathematics.
- Comfortable working to and upholding the personal appearance and dress code standards expected of a c2c manager.
- Flexibility to work a range of shifts, participate in on-call arrangements and undertake out-of-hours depot visits as required.
- Commitment to customer service and an understanding of its importance to business success.
- Strong IT literacy, including use of spreadsheets, databases and reporting tools.
- Safety Critical – must comply with all company policies, including Safety and Environmental Policy Statements and Drugs and Alcohol Policy.