Assistant Service Delivery Manager

Govia Thameslink Railway; Croydon; On-site; GBP 40,000 - 42,000; Full time

Benefits offered by this job

Final salary pension

Free travel on GTR and sister groups

75% off travel on other train ops

Discounted Oyster Card

StarHub employee benefits

Job summary

Govia Thameslink Railway is seeking an Assistant Service Delivery Manager to oversee facilities services across a multi-site estate, including regular site visits to Monument Place and East Croydon. The role focuses on contract delivery, governance and stakeholder engagement to maintain service quality.

Based at Monument Place & GAH, you will work with the Service Delivery Manager to ensure compliance, manage budgets and drive continuous improvement in passenger-focused facilities services.

Qualifications

• Contract management monitoring experience in Facilities management and/or maintenance across a multi-site estate.
• Experience coordinating across multiple sites and managing stakeholder relationships.
• Strong communication and problem-solving abilities.
• Ability to perform regular site visits (2–3 days per week) across London and surrounding areas.
• Proficiency with Microsoft Office for data analysis and reporting.

Responsibilities

• Oversee day-to-day contract delivery of facilities services across multiple sites, ensuring contractors meet performance and compliance standards.
• Track KPIs and report on compliance.
• Monitor budgets, control costs, and review billing.
• Resolve service delivery challenges using lean methods and clear escalation routes.
• Identify risks to service delivery and log them in the risk register.
• Track progress of service delivery actions and ensure timely completion.
• Conduct routine audits to validate contractor performance.
• Support the Service Delivery Manager with digital record-keeping and purchasing systems.

Skills

Contract management

Facilities management

Multi-site coordination

Stakeholder communication

Site visits

MS Office

Problem solving

Tools

CAFMs

Purchase ordering systems

Job description

Assistant Service Delivery Manager (3674)

Job Title: Assistant Service Delivery Manager
Salary: £40,000 - £42,000
Location: Monument Place & 26-28 Addiscombe road (East Croydon)
Contract Type: Perminant
Closing date: 16th of September 2026

Get your career on track with a team where you can grow, belong and make an impact from day one.

Greater Thameslink Railway (GTR) is the UK's largest rail operator, connecting millions of people across the country through Southern, Thameslink, Great Northern and Gatwick Express services.

With 239 managed stations and a network that supports commuters, businesses and communities every day. We are driven by our purpose to deliver safe, reliable and customer focused journeys while making a positive impact on the communities we serve.

At the heart of our work is Creating Great Journeys, a vision that reflects our commitment to improving experiences for passengers, supporting local communities and investing in the future of rail. We actively engage with and support the diverse communities across our network, while also developing future talent to ensure a sustainable and thriving railway for years to come.

Our people are central to everything we do, and we are committed to creating an environment where colleagues can grow, contribute and feel proud of the work they do.

At GTR, you career isn't just another job; it is a journey where the destinations are endless. We are committed to career development and progression, offering clear pathways to help you steer your future.

Because the railway connects vibrant and diverse towns and cities, we believe our workforce should reflect the communities we serve. We actively invest in future talent from all backgrounds to bring fresh perspective to our industry.

Whether you are taking the next step in the industry or just starting out; we'll welcome you on board with us when you are ready to grow and build you career right here.

Our commitment to DEI

At GTR, we are dedicated to fostering a diverse and inclusive workplace. We recognise that is best achieved through a workforce that reflects the diversity of the communities we serve.

Our goal is to build a culture where we attract, develop and retain talent that is truly representative, where all colleagues can thrive and be themselves at work, where everyone feels welcome, valued and safe.

What You'll Do

Do you thrive on driving customer experience & performance improvement?

Are you a natural flexible multi-tasker who can juggle priorities with ease?

Do you enjoy engaging with stakeholders and building strong working relationships?

Do you have facilities management or maintenance experience across a multi-site estate?

If you're answering yes — we'd love to hear from you!

We are currently recruiting an Assistant Service Delivery Manager with appropriate level of contract management experience in a similar role to support the effective and efficient delivery of facilities services across a multi-site estate. Based at Monument Place & GAH this role includes regular site visits (2–3 days per week) to ensure service standards and compliance are maintained across locations.

KeyResponsibilities include:

• Oversee day-to-day contract delivery facilities services delivery across multiple sites, ensuring contractors meet agreed performance and compliance standards for both planned and reactive maintenance.
• Performance: Track key performance indicators (KPIs) and report compliance.
• Finance: Monitor budgets, control costs, and review billing.
• Proactively resolve service delivery challenges using lean management methods and clear escalation routes.
• Identify risks affecting service delivery, apply mitigation measures, and log them in the department's risk register.
• Track progress of service delivery actions, ensuring ownership and timely completion.
• Conduct routine audits to monitor and validate contractor performance.
• Support the Service Delivery Manager with digital record-keeping, meeting coordination, and systems such as purchase ordering and fault reporting.

What we're looking for:

• Contract management monitoring experience in Facilities management and / or maintenance experience across a multi-site estate is essential.
• A confident motivated self starter
• Experience in working to comprehensive FM service delivery operations across multiple sites; ensuring contract compliance is adhered to for each service Waste Management, Washroom Services, Cleaning & Pest Control.
• Ability to work both independently and as part of a team, with excellent organisational and time management skills.
• Strong stakeholder communication and problem-solving abilities.
• Flexibility to complete regular site visits (2–3 days per week) across London and surrounding areas.
• Comfortable using digital systems including CAFMs and tools for facilities and service delivery management.
• Experience: Background in operations, customer service, or site management.
• Skills: Proficient in the use of Microsoft Office for analysing data, reporting and problem-solving.
• Communication: Strong verbal and written skills for client relations and all stakeholders.

What We Can Offer You

At GTR, we are committed to supporting our colleagues both professionally and personally. In return for your skills and dedication, we offer a competitive benefits package including:

• Final salary pension
• Free travel on GTR and sister groups for you and your family
• 75% off travel on other train operating companies for you, and leisure for your family
• Discounted Oyster Card
• Family-friendly policies, including maternity, paternity, adoption, and shared parental leave
• Access to StarHub – our employee benefits platform offering discounts with a wide range of retailers and services
• Career development and progression opportunities across the UK's largest rail networks
• The opportunity to make a real difference to millions of customer journeys every year.

This is a fantastic opportunity to join a professional, supportive team in a varied role that offers visibility and impact across a broad estate.

We will keep candidates informed throughout the process and aim to complete hiring decisions in a timely manner. Due to the high volume of applications we receive, we are unfortunately unable to provide individual feedback at the application stage.

“It was my brother’s suggestion to join the railway. He was already working in the industry and knew I had some university bills to pay off so told me to give it a go, get out of debt and see what I wanted to do next. After a while, it just felt like actually – this is exactly where I’m meant to be. I’m part of a great team and the on-board department as a whole are brilliant to work with. I feel at home here.”

Tonderai Matizha-Johnson
Area Operations Manager

“When I saw that GTR was advertising places for its apprenticeship scheme I looked into it straight away because I thought it was a great opportunity to learn whilst getting real life experience in a 9-5 job. I applied for a level three business administration apprenticeship and was thrilled to find out I had a place on the course! I was so excited that I didn’t even mind it was based 250 miles away from where I lived.”

“Working for GTR is very rewarding and fulfilling. You really feel like you're making a difference to customers, no matter what role you're in as at the end of the day they're the heart of our business. I’ve had lots of opportunities to explore other aspects of the business including supporting our station staff and gaining my Train Dispatch Licence which has been enriching for my experience here.”

“If you’ve always had an interest in rail, or maybe you’re just curious to find out what working in the railway might look like, GTR is the operator to go for. Not many companies do an official work experience program and this unique opportunity will give you a good grounding with varied activities to help you find the best place in the railway for you. It certainly did it for me.”

Nathaniel Owen
Station Manager

“I work as part of the Fleet Infrastructure team, which means ensuring our 18 Engineering locations operate safely and efficiently. We oversee all building and track maintenance works as well as various minor and major projects across the network.”

“I started in a small ticket office back in 1996 and have continued to work my way up ever since. A previous manager told me about a job he’d seen advertised for a trainer. ’d never considered a job in HR or mentoring before then, but he said I’d be perfect for it and I haven’t looked back since!”

Zoey Hudson
Head of Talent, Diversity and Inclusion

“Since April, I’ve helped to support our Kickstart Scheme. It’s been a really rewarding process to be part of because I know first‑hand how tough it can be to find work once you’re out of it.”

“I’m a Thameslink passenger host and team leader based at Luton station and I’m currently doing a Level 3 Supervisor apprenticeship so that I can improve my skills even further. I was hesitant to do the apprenticeship at first because of my age – I left school over 60 years ago without any qualifications! It’s been hard to get back into the routine of learning again.”

“It was my brother’s suggestion to join the railway. He was already working in the industry and knew I had some university bills to pay off so told me to give it a go, get out of debt and see what I wanted to do next. After a while, it just felt like actually – this is exactly where I’m meant to be. I’m part of a great team and the on-board department as a whole are brilliant to work with. I feel at home here.”

Tonderai Matizha-Johnson
Area Operations Manager

“When I saw that GTR was advertising places for its apprenticeship scheme I looked into it straight away because I thought it was a great opportunity to learn whilst getting real life experience in a 9-5 job. I applied for a level three business administration apprenticeship and was thrilled to find out I had a place on the course! I was so excited that I didn’t even mind it was based 250 miles away from where I lived.”

“Working for GTR is very rewarding and fulfilling. You really feel like you're making a difference to customers, no matter what role you're in as at the end of the day they're the heart of our business. I’ve had lots of opportunities to explore other aspects of the business including supporting our station staff and gaining my Train Dispatch Licence which has been enriching for my experience here.”

“If you’ve always had an interest in rail, or maybe you’re just curious to find out what working in the railway might look like, GTR is the operator to go for. Not many companies do an official work experience program and this unique opportunity will give you a good grounding with varied activities to help you find the best place in the railway for you. It certainly did it for me.”

Nathaniel Owen
Station Manager

“I work as part of the Fleet Infrastructure team, which means ensuring our 18 Engineering locations operate safely and efficiently. We oversee all building and track maintenance works as well as various minor and major projects across the network.”

“I started in a small ticket office back in 1996 and have continued to work my way up ever since. A previous manager told me about a job he’d seen advertised for a trainer. ’d never considered a job in HR or mentoring before then, but he said I’d be perfect for it and I haven’t looked back since!”

Zoey Hudson
Head of Talent, Diversity and Inclusion

“Since April, I’ve helped to support our Kickstart Scheme. It’s been a really rewarding process to be part of because I know first‑hand how tough it can be to find work once you’re out of it.”

“I’m a Thameslink passenger host and team leader based at Luton station and I’m currently doing a Level 3 Supervisor apprenticeship so that I can improve my skills even further. I was hesitant to do the apprenticeship at first because of my age – I left school over 60 years ago without any qualifications! It’s been hard to get back into the routine of learning again.”