Senior Service Delivery Manager

c2c rail; Bexleyheath; On-site; GBP 70,000 - 90,000; Full time

Job summary

c2c Rail seeks a Senior Service Delivery Manager to ensure resources and information flow for the service advertised, covering Shoeburyness depot and routes. You will oversee depot staff, supervise movements, and uphold safety protocols while coordinating with internal teams and stakeholders.

The role requires leadership, rostering and incident management skills, plus a strong focus on customer service and adherence to c2c Rail Codes of Conduct.

Qualifications

• GCSE/O level English & Maths completed.
• Experience liaising with unions and frontline staff.
• Deep knowledge of train crew rules, regulations and safety policies.
• Strong leadership, coaching, and team-building abilities.
• Proven ability to manage rosters, depots, and safety compliance.
• A track record of data-driven decision making and incident recording.
• Understanding of Rail operations and network geography.
• Familiarity with key systems for rostering and reporting.

Responsibilities

• Resource c2c Rail services across Shoeburyness and routes.
• Lead depot supervision, rostering and staff management.
• Ensure safety, compliance and customer service standards.
• Record incidents, generate remedial actions, and protect schedules.
• Coordinate with internal/external bodies and maintain accurate records.

Skills

Union liaison

Traincrew terms

Crew standards

Rules & regs knowledge

Customer service mindset

Leadership & teamwork

People management

Continuous assessment readiness

General education basics

Rostering & procedures knowledge

Operations familiarity

Data interpretation

Health & safety awareness

competency framework knowledge

Team size management

Education

GCSE/O-level English & Maths

Tools

Trust

Shelia

P2

CCF

Tyrell

Gemini

Tracs Enterprise

Job description

Senior Service Delivery Manager

Department: Service Delivery

Employment Type: Full Time

Location: Service Delivery Centre

Reporting To: Gail Moore

Description

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.

We are looking for a dedicated and versatile individual to join our team as a Senior Service Delivery Manager.

Purpose of the Role

• The principal role of this post is to ensure that c2c rail is adequately resourced to provide the service which is advertised and any additional requirements that arise at short notice. Additionally, to ensure that all Train Crew are issued with relevant information and publications.
• The role has overall responsibility for the authorisation and control of all movements on Shoeburyness Depot through effective utilisation of Depot Supervisors and Depot Drivers.
• The post holder will hold overall safety responsibility for Shoeburyness Yard.
• Responsible for the supervision of Drivers, Depot Drivers, Depot Supervisors, Depot Managers, rosters and other staff under your control at c2c Depots.

Key Responsibilities

• To efficiently respond to service problems and company incidents to ensure a high standard of company service.
• Responsible for the working arrangements of the Depot, in particular the implementation of statutory and mandatory schedules, instructions and standards which govern the safety of staff, contractors, and product. Responsibility for all aspects of remote signing on points.
• The demands of the post will be to communicate with both internal and external bodies. Able to keep accurate records and work systematically and under pressure.
• You must at all times adhere to the relevant sections of Personalised Rule Books, Sectional Appendix the c2c Safety Manual and other relevant publications.
• You will ensure all activities and opportunities are delivered in a compliant and safe manner and reflect accurately the c2c Rail Codes of Conduct.
• Manage and resource all services running throughout the c2c route.
• Manage a team within the c2c Service Delivery Centre and Shoeburyness depot whilst ensuring there is a Senior presence in the SDC during peak hours.
• Improve the performance and quality of service to Customers on all routes through the timely introduction of remedial actions whenever required Generate a record of all events which affect the c2c route and ensure that the team, correctly record all incidents on each shift.
• Carefully manage the train service to protect schedule 7.1 targets
• Ensure all competencies within the SDC and Service & Resourcing department are maintained

Skills, Knowledge & Expertise

• Previous experience of liaising with Local Union Representatives
• Traincrew & frontline terms & conditions of service.
• Traincrew Group Standards.
• Full knowledge and understanding of relevant Rules, Regulations and Appendix Instructions.
• Awareness of Customer Service and its key importance to business success.
• Positive forward-thinking individual with team building, leadership, and development qualities to include strong interpersonal skills.
• Able to work as a Team member and to know abilities, personalities of direct report staff to achieve maximum achievement from them.
• Capable of retaining aptitude, skills, and knowledge to participate in the programme of continuous assessment in line with the relevant section of the c2c Safety Manual.
• General education to GCSE, or O level standards, including English and Mathematics
• In depth knowledge of all procedures relating to the use and rostering of train crews, frontline staff and rolling stock
• Thorough knowledge of c2c and Network Rail operations, geography, and train plans
• Ability to investigate and interpret data thoroughly and accurately, including detailed knowledge and experience with TRUST, Shelia, P2, CCF, Tyrell, Gemini and Tracs Enterprise
• Sound practical experience in Health and Safety, welfare, and other related matters, including c2c alcohol and drugs policy and HR procedures
• Knowledge of rules within the competency framework for c2c operations, particularly those appertaining to train crew and AC EMU Rolling Stock
• Experience in managing a small to medium sized team