On Train Service Delivery Manager

East Midlands Railway; Nottingham; On-site; GBP 52,000 - 66,000; Full time

Benefits offered by this job

Free First Class travel

Free Standard Class travel for partner

Flexible working hours

32 days holiday

Inclusion and diversity

Job summary

East Midlands Railway is seeking an On Train Service Delivery Manager to join the Talent Pool in Nottingham. Reporting to the On-Train Depot Manager, you will lead a team of Senior Conductors, Train Managers and Customer Hosts, driving safety, performance and customer service excellence.

You will shape engagement strategies, partner with unions, recruit the right people, and coordinate with the wider depot team to deliver EMR's commitments.

Qualifications

• Experience leading a team in an agile, fast-paced environment.
• Strong focus on customer service, safety, and performance delivery.

Responsibilities

• Lead a depot team including Senior Conductors and Train Managers.
• Drive engagement and performance strategies with the depot management team.
• Ensure safety standards and compliance with rail industry rules.
• Champion customer-focused initiatives to improve service and efficiency.

Job description

On Train Service Delivery Manager - Talent Pool

On Train

Location: Nottingham

ContractType: Fixed Term

First Class Duty travel, Free Standard Class leisure travel and discounted travel on other train operating companies for you and for any partner and all dependents.

ClosingDate: Friday 04 September 2026

InterviewDate: To be confirmed

Reference: 2026-OTSDM-NOTTS-TP

We are proud to be One Team at East Midlands Railway (EMR). We are passionate about keeping people safe, delighting our customers, doing the right thingand delivering easier journeys every day. With over 2,600 employees, our people are the reason we are so successful. 10 times accredited as a Top Employer, we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work.

We have an outstanding opportunity to join our Talent Pool for the role of On Train Service Delivery Manager based at Nottingham.

The Talent Pool means that while we do not have an immediate vacancy at the time of advertising, we are recruiting into a talent pool in readiness for the next available vacancy. Successful candidates will remain in the pool for a maximum of 12 months. During this 12 month period, we can consider you for the role whenever a vacancy arises.

We’re looking for a business manager and people leader to join us at East Midlands Railway, where you’ll find your place as a leader representing the communities we serve and driving a sustainable railway for the East Midlands. As an On-Train Service Delivery Manager, you will be empowered to move your depot from good to great through effective leadership and customer-focused innovation.

To be successful in the role, you’ll have previous experience in leading a team in an agile, fast-paced environment, and you’ll champion our vision and values to ensure that customers are at the heart of our sustainable railway for the East Midlands. You will understand how your depot interacts with the wider railway industry, recognise the needs of your train crew, and identify opportunities to improve both customer service and the commercial success of the business.

The Opportunity

Reporting to the On-Train Depot Manager, you will have sole responsibility for managing a team of Senior Conductors, Train Managers, and Customer Hosts. You’ll be supported by multiple subject matter experts as well as having access to a range of development programs to support you being successful within the role. You’ll drive business initiatives with positivity and pace, ensuring the delivery of EMR’s people, safety, and performance commitments. Additionally, you will work closely with the wider on-train depot management team to implement and deliver engagement and performance strategies, fostering a culture of excellence across your team.

People

• Develop and maintain good industrial relations with recognised trade unions.
• Supporting the growth of your team through performance and development opportunities available within the business, building positive relationships to understand your teams’ personal challenges, setting realistic goals to drive engagement and improvement.
• Own and manage Employee Relations cases (absence management, disciplinary and grievance investigations, flexible working etc..) complying to employment legislation as well as company policy and procedures.
• Deliver engagement activities and support the business’ wellbeing plan.
• Ensure that the right people with the right skills are recruited into the right role to enhance business capability and performance.

Safety

• Sound and proactive management of train guard competency including fitness for duty checks, dispatch monitoring and implementing competency development plans where appropriate.
• Respond to accidents and incidents, completing any associated investigations and presenting recommendations.
• Promote a safe working culture on the railways through your team by conducting regular safety briefings and ensure compliance with industry rulebooks and the appropriate safety management systems.

Performance

• Critically analyse performance data
• Identifying trends in performance for your depot

Want an opportunity to meet the hiring manager? Meet Mark Evans, On Train Depot Manager at Nottingham. We got an exclusive interview with him where he talks about the role, his team and what he is looking for when recruiting!

We Delight our Customers, and We Are One Team, that's what drives everything we do at EMR. If you're successful in this role, you'll be expected to support our frontline colleagues at points throughout the year. This might mean undertaking safety critical work, for which you'll receive full training, or simply helping out with Customer Service when our stations are busy. That means stepping up for the frontline, not just managing from a distance, it's part of our DNA at EMR.

To be great in this role you will be committed to delivering great customer service and have the ability to inspire others to delight our customers on a daily basis, with a proven track record of managing high performing teams in a customer focused environment.

Please note this role can at times involve irregular hours and on-call commitment.

What We Offer

• Competitive salary and pension scheme
• Free First - Class Duty travel on the EMR network
• Free Standard Class leisure travel for you, your partner AND dependents on EMR network
• Flexible working hours and supportive team environment
• 32 days holiday per year, increasing to 34
• Commitment to inclusion, diversity, and sustainability

This is a fantastic opportunity to anyone looking to take their next step into a challenging, fast paced management role. You will be part of a great team!

We promise to treat you fairly, consistently and with respect throughout the application, assessment and selection process.

We welcome applicants from diverse backgrounds, we promote equal opportunities for all.

East Midlands Railway is a non-discriminatory employer committed to the recruitment and promotion of all on the basis of ability and merit irrespective of disability, race, gender, health, social class, sexual preference, marital status, nationality, religion, employment status or age.

We’ll treat your application fairly and assess you for the job based on merit and skills.