Contracts Operational Delivery Manager

London and North Western Railway Company Limited; Crewe; On-site; GBP 60,000 - 90,000; Full time

Job summary

Arriva TrainCare is seeking an experienced Contracts Operational Delivery Manager to lead the operational and commercial delivery of servicing contracts across CrossCountry Voyager and Class 170 fleets, working with third-party maintenance providers across the UK.

You will act as the principal operational interface between Arriva TrainCare, CrossCountry, Alstom and depot partners, ensuring safe, compliant and efficient delivery.

Qualifications

• HND-level qualification (or equivalent) in a technical or management discipline is essential.
• Significant experience in contract, commercial or operational management.
• Experience managing engineering, maintenance or service delivery contracts.
• Strong commercial acumen and negotiation skills.
• Excellent stakeholder engagement and relationship management capabilities.
• Strong communication, reporting and analytical skills.
• Full UK driving licence.

Responsibilities

• Lead the delivery of servicing contracts across multiple third-party rail maintenance providers.
• Act as the primary point of contact for CrossCountry Fleet Management.
• Coordinate with CrossCountry and Alstom maintenance planning teams.
• Monitor service performance and ensure contractual obligations are met.
• Report on service delivery, safety, quality and environmental KPIs.
• Oversee commercial issues and contract governance with procurement teams.

Skills

Contract management

Commercial acumen

Stakeholder engagement

Leadership

Analytical skills

Education

HND-level qualification (or equivalent)

Audit qualification or auditing experience

Tools

Microsoft 365

SAP

Power BI

Job description

Contracts Operational Delivery Manager Arriva TrainCare UK Wide Travel Required | Permanent

Reporting to Head of Depots

Arriva TrainCare is seeking an experienced Contracts Operational Delivery Manager to lead the operational and commercial delivery of key servicing contracts supporting the CrossCountry Voyager and Class 170 fleets across a network of third-party maintenance providers throughout the UK. This is a unique opportunity to take ownership of a nationally important rail operation, working at the interface between Arriva TrainCare, CrossCountry, Alstom and multiple external maintenance partners to ensure the safe, compliant and efficient delivery of fleet servicing activities. As the operational lead for non-Arriva TrainCare servicing locations, you'll oversee service delivery, contractual performance, safety compliance, audit activity, commercial matters and stakeholder relationships across several strategically important sites.

About Arriva TrainCare

Arriva TrainCare provides high-quality overhaul, maintenance and servicing solutions for passenger rolling stock, locomotives, freight wagons and track plant. Operating from six strategic locations across the UK, we play a critical role in maintaining the reliability and availability of fleets that keep the country moving. As part of Arriva, our people are guided by three core values: We care passionately We do the right thing We make the difference

The Role

Working directly for the Head of Depots, you'll be responsible for the operational delivery of contractual obligations relating to the servicing of the CrossCountry Voyager Fleet and Class 170 Fleet across several third-party maintenance facilities, including: RTS, Holbeck (Leeds) - Voyager Fleet Servicing GWR, Laira (Plymouth) - Voyager Fleet Servicing GWR, Long Rock (Penzance) - Voyager Fleet Servicing UKRL, Leicester - Class 170 Fleet Servicing. You'll become the principal operational interface between Arriva TrainCare and key customer stakeholders, ensuring maintenance activities are delivered safely, efficiently and in accordance with contractual, regulatory and customer requirements. This role combines contract management, operational leadership, commercial oversight, safety assurance and stakeholder engagement, making it an ideal opportunity for someone who enjoys working across complex rail operations.

What You'll Be Responsible For

Contract & Operational Delivery

• Leading the delivery of servicing contracts across multiple third-party rail maintenance providers.
• Acting as the primary point of contact for CrossCountry Fleet Management.
• Coordinating with CrossCountry and Alstom maintenance planning teams, including short-term and long-term maintenance planning activities.
• Monitoring service performance and ensuring contractual obligations are achieved across all servicing locations.
• Reporting against service delivery, safety, quality and environmental KPIs.

Commercial & Customer Management

• Managing contract reviews and resolving operational and commercial issues through to completion.
• Supporting negotiation and management of supplier and third-party maintenance arrangements in partnership with Commercial and Procurement teams.
• Collating contractual documentation and performance information to support effective contract governance.
• Managing customer concerns, non-conformances, corrective actions and contract improvement initiatives.

Safety, Compliance & Assurance

• Ensuring all activities comply with Health & Safety legislation, Network Rail standards, rail industry regulations and Arriva TrainCare procedures.
• Leading or supporting accident and incident investigations and implementing improvement actions.
• Conducting scheduled and unannounced depot audits to verify compliance and operational standards.
• Verifying RAMS and ensuring maintenance providers adhere to agreed safe systems of work.
• Carrying out safety tours and assurance visits across operational locations.

Asset & Stakeholder Management

• Building effective working relationships with CrossCountry, Alstom, depot operators and internal Arriva TrainCare teams.
• Ensuring customer tooling, equipment and free-issue assets are effectively managed and maintained.
• Conducting stock and material audits where required.
• Driving continuous improvement and sharing operational best practice across locations.

About You

You’ll be an experienced operational or contract management professional, ideally from a rail, engineering or maintenance environment, with the ability to manage multiple stakeholders, drive performance and ensure contractual commitments are delivered safely and effectively. Essential HND-level qualification (or equivalent) in a technical or management discipline; Significant experience in contract, commercial or operational management; Experience managing engineering, maintenance or service delivery contracts; Strong commercial acumen and negotiation skills; Excellent stakeholder engagement and relationship management capabilities; Strong communication, reporting and analytical skills; Full UK driving licence. Desirable Rail industry experience; Audit qualification or auditing experience; Knowledge of rolling stock maintenance operations; Experience working within safety-critical environments; Proficiency with Microsoft 365, SAP and Power BI.

Essential

• HND-level qualification (or equivalent) in a technical or management discipline.
• Significant experience in contract, commercial or operational management.
• Experience managing engineering, maintenance or service delivery contracts.
• Strong commercial acumen and negotiation skills.
• Excellent stakeholder engagement and relationship management capabilities.
• Strong communication, reporting and analytical skills.
• Full UK driving licence.

Desirable

• Rail industry experience.
• Audit qualification or auditing experience.
• Knowledge of rolling stock maintenance operations.
• Experience working within safety-critical environments.
• Proficiency with Microsoft 365, SAP and Power BI.

What’s Different About This Role?

This is more than a traditional contract management position. You’ll be responsible for overseeing the delivery of servicing activities across a geographically dispersed network supporting one of the UK's largest regional train operators, working closely with CrossCountry, Alstom and multiple depot operators while influencing operational performance, commercial outcomes, safety assurance and long-term customer relationships. The role offers significant autonomy, visibility and influence across Arriva TrainCare's national operations and will suit someone who enjoys balancing operational excellence, stakeholder management and commercial delivery.

Arriva

Arriva is a leading provider of passenger transport across Europe, employing around 34,400 people and delivering around 1.6 billion passenger journeys. With buses, trains, coaches, trams, waterbuses, bike‑sharing systems, on‑demand transport solutions and a rolling stock leasing company, Arriva proudly connects people and communities safely, reliably and sustainably across 11 countries, delivering these services in a better way, every day.

The activities of Arriva are divided into four business units: UK Bus, UK Trains, The Netherlands and Mainland Europe. Arriva has passenger transport operations in the Czech Republic, Croatia, Hungary, Italy, the Netherlands, Poland, Slovakia, Slovenia, Spain and the United Kingdom, and also operates a rolling stock leasing company in Romania.