Senior Service Delivery Manager

Description

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 co…