Service Delivery Support Manager

at  TransPennine Express

We’re TransPennine Express and we’re going places. Whether that’s helping customers reach their destination, or ensuring our colleagues feel fulfilled and supported in their careers. We’re looking for people with drive and enthusiasm to join our amazing team and help push for more progress within the rail industry. We look forward to meeting new faces and eager minds, ready to join our mission of creating a better-connected network in the North and Scotland, for good.
We’re on the hunt for service delivery focused person with a passion for delivering great performance, to join our Service Delivery Support team in York.
Purpose:
We are looking for dynamic, dedicated, flexible & professional operators who thrive engaging with colleagues and collaborating to provide solutions.
This role focuses on the real-time operational delivery and support of our train services. You will work closely with a range of colleagues including our Drivers, Conductors, Resources team, the Control and other key stakeholders who play vital parts in service delivery to ensure that TPE delivers the daily train plan. The Service Delivery Support Manager in collaboration with the Resources and Control team, is responsible for implementation of real time resource management, contingency planning, depot support and service recovery to ensure that customers receive a consistently high standard of service. This will be a Safety Critical role.

Principle Accountabilities:

• Provide valuable in person support to our traincrew colleagues, acting as the conduit for our resources and control to deliver our train plan for Customers.
• Collaborative working with key service delivery interfaces and stakeholders to deliver the best possible real-time train service performance.
• Assist the Control Centre and local teams in the delivery of service recovery during disruption, following agreed contingencies and to protect performance & to promote recovery.
• Liaison between Controllers, Stations Teams, Crew Managers to identify and implement on-the-day changes to the local train service plan in order to meet operational and industry requirements.
• Maintain high level of safety standards on our network, supporting local crew managers to ensure depots display accurate information relating to rostering, safety notices and publications.
• To ensure that accurate information is supplied to our colleagues by effectively communicating with members of the Control team to ensure our Information Pledges for Passenger Information During Disruption are maintained.
• Provide Chain of care, fitness for duty checks as well as welfare & support arrangements for our colleagues.

You’ll receive all the training and ongoing support and supervision you need to do an amazing job.

Working Arrangements:

• Principally based out of York, with travel required to support service delivery within the geographical TPE network as required.
• 37 hour working week.
• Shifts include earlies, lates, nights, Bank Holidays & weekend working.

If that sounds like the right fit for you, then we’d love to hear from you. Please click apply and complete an application form. We’re looking forward to hearing from you!

Please refer the Job description for details