Contracts Operational Delivery Manager

Arriva Group; Crewe; On-site; GBP 65,000 - 90,000; Full time

Job summary

Arriva TrainCare seeks an experienced Contracts Operational Delivery Manager to lead the operational and commercial delivery of servicing contracts for CrossCountry Voyager and Class 170 fleets across multiple UK maintenance partners.

You will be the operational interface between Arriva TrainCare and major customers, delivering safe, compliant and efficient fleet servicing while coordinating with external partners and internal teams.

Qualifications

• 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.

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, including short-term and long-term planning.
• Monitor service performance and ensure contractual obligations are achieved across all sites.
• Report on service delivery, safety, quality and environmental KPIs.
• Manage contract reviews and resolve operational and commercial issues through to completion.
• Oversee safety compliance, audits and RAMS adherence.
• Build relationships with customers, depot operators and internal teams.

Skills

Stakeholder engagement

Negotiation skills

Analytical skills

Commercial acumen

Communication skills

Project management

Education

HND or equivalent

Tools

Microsoft 365

SAP

Power BI

Job description

UKRL, Leicester - Class 170 Fleet Servicing

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.

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.