Head of Service Delivery/Service Management Director

4 weeks ago

York North Yorkshire, United Kingdom LNER Full time

Why LNER?
We go beyond. For everyone. Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we're looking for the people who can deliver this, every day. 
Since we took over on the East Coast mainline, we've been changing the face of rail travel. Our new Azuma train has brought faster journey times, more space and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join.
Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER. 
What you'll be doing?
As LNERs Passenger Assist Service Delivery Manager you will report into the Accessibility & Integrated Travel Manager and you will be responsible for ensuring LNER is prepared to deliver the day-to-day passenger assistance service that we operate, ensuring our customers receive the required assistance they need at all points in their journey. You will love working with people as you will need to work collaboratively across the business to identify strategic opportunities to improve our service reliability. You will be the go-to person for Passenger Assist data and its analysis to help us plan for the future, ensuring we learn from our mistakes and take steps to prevent them happening in the future.
So what will you be responsible for?
Assistance data
You will be responsible for all data relating to passenger assistance across LNER, providing the business with data to assist with decision making and continual improvement initiatives. You will be key to providing a continuous narrative around Passenger Assist for the business, giving clear updates on how demand is changing and where we are also providing best practice. You'll be providing data to assist with reporting into the DfT, both publicly as part of LNER's services agreement and also in relation to any ad-hoc requests
Support stations with data
Working with the station management teams, you will provide information related to Passenger Assist volumes to ensure they have visibility of the demand and reliability of the service they are responsible for. You'll also be seeking out opportunities for continual improvement, ensuring these are delivered route-wide across all our managed stations.
Pre-empting risk
You'll monitor and report on upcoming Passenger Assist demand data and trends to help the business identify peaks and risk points where more resource might be required. You'll investigate and develop an understanding of any areas of the Passenger Assist system that are not being used correctly or to their optimal benefit and build in plans to address this all to ensure that LNER maintain a great service delivery to Its customers.
Rail Delivery Group Passenger Assist system
Working with the IT team you will support with the management and release of updates to the internal Passenger Assist system, being ready for all updates and ensuring the Accessibility Engagement Manager has the information needed to brief all users. You will be responsible for the “business as usual” Passenger Assist system administration, making sure all who need access to it, do so. Where faults arise relating to the system, you'll manage and coordinate the issues taking swift action to remedy them, ensuring these are clearly communicated and understood by all across LNER. Where periods of outage do occur, you'll make sure there are adequate processes in place for maintaining a reliable service for our customers.
Passenger Assist During Disruption
During disruption we need to provide a great experience for our customers so you will be developing a baseline for the current business management of Passenger Assist during disruption to understand where we currently deliver well and where there are risks and gaps in our processes. Using this you will create a strategy that aligns to various local disruption plans to ensure stations can effectively manage Passenger Assist during service disruption while minimising the risks of failure as much as possible. 
Failed assistance
Working with our Senior Customer Relations Manager and other Train Operating Companies, you will support with overseeing the investigation process used by the business for when passenger assistance fails, providing data when needed to support any relevant investigations. Once learnings have been found, you will ensure any actions are cascaded and acted upon at a local level, sharing these across the route to drive continual improvement for all LNER stations and prevent further recurrence.
What you'll need.
Proficiency in Microsoft Office
Previous experience with Tableau/Alteryx or similar systems and to be able to adapt to use this system to develop usable dashboards
Advanced computer literacy skills
Experience handling large amounts of data and translating into reportable information
Ideally has previous experience in a customer service environment.
What you'll get:
Free travel on LNER + 75% off other companies' tickets (for you & dependents)
Discounted international train tickets (after one year's service)
50% discount on LNER tickets for friends & family
Generous pension scheme
Annual cycle to work schemes.
Discount, savings and cashback scheme from top retailers.
Health & wellbeing schemes and discounts
Host of training opportunities to help further your career.
Rewards & awards to recognise when you shine.
What we believe:
To be the most loved, progressive and responsible train operating company, we must make a meaningful difference – always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.
We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey – and ensures that when you're at LNER, you can always be you. No wonder most people never want to leave
Diversity and inclusion
We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.
Developing our people
We are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.
Health & wellbeing
To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.
What next?
As we say, we have fantastic opportunities for ambitious people from all sorts of different backgrounds, so now is the time to join the team at LNER – without delay 
Start your journey here #J-18808-Ljbffr

  • Head of Service Delivery

    4 weeks ago

    Doncaster, South Yorkshire, United Kingdom Thornton Gregory LTD Full time

    I am working with a Global Travel business who are searching for a  Head of Service Delivery. We are looking for a  Head of Service Delivery  to revolutionise the teams and processes and create ONE cohesive team providing 24/7 support QA and supplier contract management for all applications and systems. Currently, support has traditionally involved a...

  • Head of Service Delivery

    4 weeks ago

    Doncaster, South Yorkshire, United Kingdom Thornton Gregory LTD Full time

    I am working with a Global Travel business who are searching for a  Head of Service Delivery. We are looking for a  Head of Service Delivery  to revolutionise the teams and processes and create ONE cohesive team providing 24/7 support QA and supplier contract management for all applications and systems. Currently, support has traditionally involved a...

  • Service Manager

    7 days ago

    York, United Kingdom University of York Full time

    Role This role comes about as a result of a successful £14.4m bid to AHRC by a consortium led by ADS to develop and host a Heritage Science Data Service (HSDS). The Service Manager will be responsible for the establishment and operational delivery of an effective service for users and depositors, liaising with funders and partners, and working with...

  • Head of IT Service Delivery

    4 weeks ago

    North West, United Kingdom Arrow Global Full time

    We have an exciting new opportunity for a Head of IT Service Delivery to join us on a permanent basis. We can be flexible on the location with hybrid working offered. There will be a requirement to attend the office as and when required. **Within this role you will** be responsible for the planning, management, control and execution of all elements of Arrow...

  • Head of Remote Support Services

    4 weeks ago

    West Yorkshire, United Kingdom Venn Group Full time €550

    Head of Service: Integrated Assessment and Psychology Location: West Yorkshire (3 days in the office, 2 days remote) Hours: Full time Venn Group are currently working with a Local Authority in West Yorkshire who are seeking a Head of Service: Integrated Assessment and Psychology to start at short notice on a 4-6 month contract. Leading on the...

  • Head of Remote Support Services

    4 weeks ago

    West Yorkshire, United Kingdom Venn Group Full time €550

    Head of Service: Integrated Assessment and Psychology Location: West Yorkshire (3 days in the office, 2 days remote) Hours: Full time Venn Group are currently working with a Local Authority in West Yorkshire who are seeking a Head of Service: Integrated Assessment and Psychology to start at short notice on a 4-6 month contract. Leading on the...

  • Head of IT Service Delivery

    2 weeks ago

    North West, United Kingdom Arrow Global Full time

    We have an exciting new opportunity for a Head of IT Service Delivery to join us on a permanent basis. We can be flexible on the location with hybrid working offered. There will be a requirement to attend the office as and when required.Within this role you will be responsible for the planning, management, control and execution of all elements of Arrow IT...

  • Service Manager

    4 weeks ago

    York, North Yorkshire, United Kingdom Rapita Systems Ltd. Full time

    Industry leading verification tools & services Technical resources for industry professionals Head of Engineering Services (aerospace, software projects, York/UK) Full-time What will you love about being the Head of Engineering Services Rapita Systems is seeking a proactive leader with passion for project management and strategic problem solving to...

  • Service Manager

    4 weeks ago

    York, North Yorkshire, United Kingdom Rapita Systems Ltd. Full time

    Industry leading verification tools & services Technical resources for industry professionals Head of Engineering Services (aerospace, software projects, York/UK) Full-time What will you love about being the Head of Engineering Services Rapita Systems is seeking a proactive leader with passion for project management and strategic problem solving to...

  • Director - for innovative and growing charity

    2 weeks ago

    North Yorkshire, United Kingdom York Women's Counselling Service Full time

    YWCS delivers professional, low-cost counselling services to women across the city irrespective of their ability to pay. This is an exciting opportunity for an effective leader to join our innovative and growing charity which received the MBE for charities, Kings Award for Voluntary Service, in 2023. You will lead the delivery of our three-year strategic...

  • Head of Building Services Management

    4 weeks ago

    West Yorkshire, United Kingdom Parkinson Gray Associates Full time

    Our Client is a privately owned multi-disciplinary property consultancy who deliver innovative projects, with a shared goal to create positive changes for the benefit of people’s communities, homes, work and education. Our client has been providing full Mechanical and Electrical Building Services design solutions to their clients for close to 25 years,...

  • Head of Building Services Management

    4 weeks ago

    West Yorkshire, United Kingdom Parkinson Gray Associates Full time

    Our Client is a privately owned multi-disciplinary property consultancy who deliver innovative projects, with a shared goal to create positive changes for the benefit of people’s communities, homes, work and education. Our client has been providing full Mechanical and Electrical Building Services design solutions to their clients for close to 25 years,...

  • Head of IT Service Management

    2 weeks ago

    West Yorkshire, United Kingdom Parity Professionals Full time

    **Head of IT Service Management // 450 per day (Inside IR35) // 3 Month Contract // Yorkshire Hybrid*****Parity Group Plc is delighted to be partnered with a renowned and prestigious client who have the need for a Head of IT Service Management to join their team on a contractual basis for 3 months.The Role, in Short -You will be responsible for building out...

  • Head of Group Shared Services

    3 weeks ago

    York, North Yorkshire, United Kingdom Joseph Rowntree Foundation and Joseph Rowntree Housing Trust Full time

    Permanent, Full Time (35 hours per week) About the Role An exciting opportunity has arisen for a Head of Group Shared Services – someone to lead the Group Shared Services teams who support the Joseph Rowntree Foundation (JRF) and Joseph Rowntree Housing Trust (JRHT). Our Group Shared Services encompasses; groupwide technology services...

  • Head of Group Shared Services

    4 weeks ago

    York, North Yorkshire, United Kingdom Joseph Rowntree Foundation and Joseph Rowntree Housing Trust Full time

    Permanent, Full Time (35 hours per week) About the Role An exciting opportunity has arisen for a Head of Group Shared Services – someone to lead the Group Shared Services teams who support the Joseph Rowntree Foundation (JRF) and Joseph Rowntree Housing Trust (JRHT). Our Group Shared Services encompasses; groupwide technology services...

  • Head of Group Shared Services

    4 weeks ago

    York, North Yorkshire, United Kingdom Joseph Rowntree Foundation Full time

    Permanent, Full Time (35 hours per week) About the Role An exciting opportunity has arisen for a Head of Group Shared Services – someone to lead the Group Shared Services teams who support the Joseph Rowntree Foundation (JRF) and Joseph Rowntree Housing Trust (JRHT). Our Group Shared Services encompasses; groupwide technology services (infrastructure and...

  • Head of Group Shared Services

    4 weeks ago

    York, North Yorkshire, United Kingdom Joseph Rowntree Foundation Full time

    Permanent, Full Time (35 hours per week) About the Role An exciting opportunity has arisen for a Head of Group Shared Services – someone to lead the Group Shared Services teams who support the Joseph Rowntree Foundation (JRF) and Joseph Rowntree Housing Trust (JRHT). Our Group Shared Services encompasses; groupwide technology services (infrastructure and...

  • Head of Service Planning

    3 weeks ago

    York, United Kingdom Northern Trains Full time

    **Head of Service Planning, Northern Trains Limited** **York, Leeds, or Manchester** **Who we are.** At Northern Trains, we’re creating a brand-new future. Not just for our organisation, but one that will transform the way we all think about rail travel across the UK. As the biggest train operating company outside of London and now under public...

  • Head of Clinical Services

    4 weeks ago

    York, United Kingdom Ramsay Health Care Full time

    Job Description About the role As Head of Clinical Services at Clifton Park Hospital, you will work in close partnership with the Hospital Director as an integral part of the Senior Leadership Team and provide overall clinical direction and assists with operational management across all clinical service areas and meet the business and workforce objectives...

  • Head of Group Shared Services

    4 weeks ago

    York, North Yorkshire, United Kingdom Blue Octopus Recruitment Full time

    Permanent, Full Time (35 hours per week) About the Role An exciting opportunity has arisen for a Head of Group Shared Services someone to lead the Group Shared Services teams. Our Group Shared Services encompasses; groupwide technology services (infrastructure and day-to-day service support), groupwide people services (payroll and HR transactional...