At LNER, people are at the heart of everything. Every journey taken and every experience delivered is made possible by those committed to providing outstanding service, every step of the way.
A new opportunity has arisen for a Service Delivery Manager – Anglo-Scot, based in Glasgow, to lead the charge in strengthening collaboration with Cross Border Operators and Network Rail Scotland, helping to drive performance, resilience, and exceptional customer experience on the Anglo-Scot route.
This role plays a critical part in the operational success of our long-distance services, overseeing delivery through formal service agreements, shaping strategic responses to disruption, and guiding a team of Train Service Managers embedded within Network Rail. It’s a unique opportunity to lead from the front championing safety, influencing national rail partnerships, and supporting continuous improvement across a complex, high-profile route.

• Leading engagement with other Cross Border Operators and Network Rail Scotland through agreed Service Level Agreements, with a focus on punctuality, reliability and CX excellence.
• Coaching and supporting a team of Train Service Managers embedded in Network Rail, Glasgow.
• Driving delivery against business plan objectives through collaborative working with other TOCs, contractors and transport partners.
• Shaping and reviewing contingency plans to ensure service resilience and minimise customer disruption.
• Representing the Cross Border Operators in discussions with senior external stakeholders and regulatory bodies.
• Ensuring compliance with all relevant operational and safety standards, and fostering a proactive culture of safety.
• Playing a key role in strategic incident response and scenario planning to enhance real-time service recovery.
• Championing innovation in service delivery and embracing new technologies and best practice.