Service Delivery Manager

WM Trains operates approximately 1,300 train journeys daily, serving over 60 million passengers annually across its London Northwestern Railways & West Midlands Railways brands. We are looking for an experienced Service Delivery Manager to join our team.

This role involves managing all aspects of Tyseley Depot on a shift basis. You will be responsible for ensuring that all safety, environmental, quality, performance, contractual, and budget requirements are met. A key part of the role is maintaining the site as a safe, clean, and tidy working environment.

Furthermore, you will lead and direct all depot colleagues to ensure that Traction and Rolling Stock are correctly maintained, repaired, cleaned, and marshalled in designated areas, operating safely and efficiently.

Key Responsibilities

• Ensure site safety in accordance with the Health and Safety at Work Act, and all relevant legislation and regulations.
• Maintain colleague productivity and ensure efficient use of materials and equipment.
• Control and direct Colleagues, Contractors, Team Leaders, and Supervisors to achieve required outputs for availability, cleanliness, train environment, and quality of workmanship, ensuring a reliable train service.
• Ensure all work is performed safely, adhering to the Health and Safety at Work Act, applicable safety legislation, and Industry rules and regulations.
• Provide advice, guidance, and instruction to colleagues to maximize productivity.
• Ensure work is carried out efficiently and economically, prioritizing urgent matters appropriately.
• Make recommendations regarding resource levels and working arrangements to foster a productive and safe workplace.
• Identify areas for improvement through personal checks, audits, inspections, risk assessments, area walk-rounds, SCWR assessments, analysis of train incident reports, and review of customer complaints.
• Monitor and manage the diesel fleet at Tyseley Depot and any outstation locations, including fault monitoring and implementing actions to prevent repeat failures.
• Contribute to fleet development by proposing improvements in reliability and the train environment.

Skills, Knowledge and Expertise

• Significant experience in production management.
• Strong communication, motivation, and interpersonal skills.
• Experience with Human Resource procedures.
• Man-management experience and formal training, with sound technical knowledge of Mechanical, Electrical, and Pneumatic Systems.
• Rules and Regulations trained and assessed.
• ONC / HNC trained or Apprentice trained on the Railway.
• D32/33 or A1/A2 Qualification.
• SCWR assessed in Rail Vehicle Maintenance.
• Car and Small Van driving Licence.
• IOSH trained; NEBOSH preferred.
• Diploma in management or similar qualification.
• Internal Auditor qualification.
• Risk Assessor qualification.
• First Aider qualification.
• PTS and DP certified.
• Trained for Call Out responsibility.

To ensure continuity and effective service delivery, successful candidates must commit to a minimum 14-month period in the role after achieving competence. This applies to internal promotions and transfers as well, allowing time for personal career development and building strong knowledge and expertise.

Benefits

• A defined benefit pension from day one.
• Free travel on all London Northwestern Railway and West Midlands Railway services for you, your spouse/partner, and dependents.
• 75% off travel on services of other train operating companies for you, your spouse/partner, and dependents.
• 8 Friends and Family Day passes per annum for use on our network.
• A 24/7 Virtual GP service for you and your household.
• Employee Assistance Programme (EAP) for confidential support with personal or work-related issues.
• Cycle to work scheme with Evans Cycles.
• A retail discount portal offering savings and cashback at over 800 retailers and restaurants.