Service Delivery Director

ScotRail; East Kilbride; On-site; GBP 100,000 - 125,000; Full time

Job summary

A railway service provider in East Kilbride is seeking a Service Delivery Director to lead operational excellence and customer satisfaction in train services. The successful candidate will oversee all service delivery aspects, ensuring safety and reliability, while engaging with stakeholders and managing trade union relations. This role requires extensive experience in safety-critical environments and strong leadership skills. Competitive benefits include a pension scheme and free rail travel for the family.

Benefits

Contributory Final Salary Pension scheme

Free and reduced rate rail travel for family

Generous holiday allowance

Enhanced company sick pay

Life Insurance cover for 4 x annual salary

Lifestyle benefit options

Qualifications

• Extensive experience leading complex operations in a safety-critical environment.
• Demonstrable experience leading large-scale service delivery.
• Thorough knowledge of health and safety legislation with a safety-first approach.
• Ability to translate customer insights into actionable service improvements.
• Experience influencing at Board level.

Responsibilities

• Lead the safe, reliable, and customer-centric delivery of train services.
• Plan, direct, and manage service delivery operations.
• Oversee train planning and driver operations.
• Manage trade union negotiations.
• Engage with key stakeholders and represent the company externally.

Skills

Leadership in safety critical operations

Experience in service delivery

Knowledge of health and safety legislation

Effective communication

Managing large budgets

Job description

Role – Service Delivery Director

Closing Date – 15th August 2025

With more than 5,000 employees, ScotRail plays a vital role in serving the people and communities of Scotland. We recognise a modern and diverse workforce, encouraged to use their talents, and develop their skills, is integral to our success in serving and reflecting the communities of Scotland. We are committed to being a diverse and inclusive employer and have also set ourselves ambitious sustainability targets including having a carbon-free railway in Scotland by 2035.

Not your average role….

ScotRail has an exciting opportunity for strategic and operationally focused Service Delivery Director to lead the safe, reliable, and customer-centric delivery of train services across Scotland’s Railway. This role is critical to ensuring that our services meet the highest standards of safety, performance, and quality whilst continuously improving the experience for our customers. As a key member of the ScotRail Executive Team, the successful candidate will be responsible for planning, directing, and managing all aspects of service delivery. The Service Delivery Director will lead the delivery of ScotRail’s timetable from strategic planning to daily operations, ensuring safety and reliability and oversee train planning, driver operations, and control centre teams to ensure seamless service delivery.

The Service Delivery Director will also lead trade union negotiations to maintain strong employee relations with all recognised unions, and represent ScotRail internally and externally, engaging with key stakeholders including Transport Scotland, Scottish Rail Holdings, Network Rail, and the media.

Please note there will be on-call commitments for this role

What you bring

* Extensive experience leading complex operations in a safety critical environment, with a deep understanding of regulatory requirements, risk mitigation strategies, and the ability to make high-stakes decisions that protect both customers and staff.

* Demonstrable experience leading large-scale service delivery in environments where precision, compliance, and resilience are essential.

* Thorough knowledge of health and safety legislation, standards, and best practices, with a track record of embedding a safety-first culture across operational teams.

* Impactful leadership skills with extensive experience managing large budgets and complex teams within a multi-matrix organisation with the ability to balance operational efficiency with quality outcomes to deliver a reliable and customer-centric service.

* Ability to translate customer insight into actionable improvements, ensuring that service delivery consistently meets or exceeds expectations across all touchpoints.

* Effective communicator with experience operating and influencing at Board level and with external stakeholders and partners.

What we offer you

ScotRail offer an excellent rewards package including:

* Contributory Final Salary Pension scheme.

* Free and reduced rate rail travel for you and your family.

* Generous holiday allowance.

* Enhanced company sick pay and family leave including maternity, paternity and adoption.

* Life Insurance cover for 4 x annual salary.

* Contributory lifestyle benefit options including discounts at hundreds of retailers, cycle to work scheme, discounted gym memberships and healthcare cashback plan.

Please note that due to the volume of interest received these vacancies could close prior to the published date.

Equal Opportunities

ScotRail is four times accredited as a Top Employer, has achieved Leaders in Diversity and is a Disability Confident Employer. We value, celebrate, and respect the diversity our people and aim to inspire, attract, retain, and develop the best talent. Because we value diversity and the benefits it brings, we want to continue improving the diversity of our people and particularly welcome applications from women, young people, LGBT+ people, people with a disability, and people from ethnically diverse backgrounds.