Service Delivery Manager

5 days ago

London UK, UK, United Kingdom c2c Full time

About us:

Here at c2c we take pride in being an award-winning train operator running services between Fenchurch Street and Shoeburyness, serving 26 stations in East London and South Essex. Our customers never stand still and neither do we. We anticipate, innovate and flex around our customer’s needs and it takes a great team to do this.

What you’ll do:

We currently have a vacancy within our Operations & Engineering department for a Service Delivery Manager. The Service Delivery Manager position will join a well-established management team and is integral to delivering the timetable we promise to our customers, by leading teams that will closely monitor and ensure positive timetable and resourcing interventions are implemented to always provide the highest level of customer experience. Also, the authorisation and control of all train movements at Shoeburyness Depot through effective utilisation of the local management team. The post holder will hold overall safety responsibility for Shoeburyness working arrangements of the Depot, in particular the implementation of statutory and mandatory instructions and standards which govern the safety of staff, contractors, and product.

We are looking for individuals who possess and can demonstrate clear leadership skills through capability with a rigorous focus on our people and performance. This will be achieved by working closely with your teams, the wider business by creating and adapting processes to ensure continuous improvement in our Depot Operations, Train Service Management and Customer Information.

Key responsibilities include:

  • Provide peak time Service Delivery leadership for the c2c operational railway, taking accountability for safe, performance enhancing decisions that benefit our customers
  • Lead the relationship with Network Rail’s on shift operations and maintenance teams
  • Provide day to day line management for the Service Delivery Centre and Shoeburyness depot management teams enabling c2c to deliver a best-in-class product and efficiently resourced industry leading customer experience.
  • Develop your Teams so that they are a highly competent and motivated Service Delivery Leadership team based in our Control Centre at Upminster and resourcing team at Shoeburyness Depot
  • Working closely with the Head of Service Delivery, create a culture of learning and continuous improvement, embedded in the organisation through the creation of standardised processes and checklists
  • Working with the key stakeholders within Shoeburyness Depot, creating a service delivery environment enabling c2c to delivery best in class service
  • Lead the oversight and delivery of Service Delivery change programs.
  • Deputise for the c2c Head of Service Delivery as required.

What you’ll need:

  • Service Leadership abilities
  • Proven ability to manage people and change
  • Knowledge of rules within the competency framework for c2c operations, particularly those appertaining to train crew and AC EMU Rolling Stock 
  • Ability to lead a team in a pressurised environment including managing multiple tasks simultaneously 
  • Knowledge of c2c and Network Rail geography and train plans 
  • Background in railway operations, train crew or depot operations. (desirable)
  • Adaptable IT skills 
  • Communication: Balancing listening and talking, speaking, and writing clearly and accurately, influencing others, keeping others informed
  • Decision making and influencing, use sound judgment to make informed decisions, creates win-win outcomes by developing relationships (both internal and external).
  • Initiative: taking ownership of your work, doing what is needed without being asked, following through
  • Efficiency: planning ahead, being cost conscious, thinking of better ways to do things
  • People management: setting clear expectations, reviewing progress, holding people accountable
  • Assessor qualified

What we offer:

  • Competitive salary depending on experience. (Provide salary expectations in your application)
  • Final salary pension scheme
  • 33 days holiday inclusive of Bank Holidays
  • Free travel on c2c and discounted travel on other National Rail services
  • Access to an online benefits portal, a one-stop shop for a variety of rewards and benefits.

To apply for this vacancy, click on Apply Now


Before you apply thoroughly read through the job spec above to ensure you're the right fit for the role and highlight specific ways your experience makes you an excellent candidate.

Instead of sounding vague by simply stating you have the desired skill, give examples of how you have used these skills during your career/life experiences. This will help to make your application stand out and provide us with an insight into how you identify your transferable skills.

The closing date for this role is Sunday 15th September 2024

Shortlisting will be carried out based on the information provided in your application.


Feedback will only be provided if you attend an interview or assessment.

Building an inclusive workplace with a diverse workforce where everyone can feel they belong and be able to do everything to the best of their ability regardless of gender, ethnicity or any other characteristic is a key commitment for us.

We are proud of the progress we are making at c2c and we continue for it to be a significant focus in our business. as we strive to create workplaces that reflect the communities we serve.

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