Operations Control Delivery Manager

Role Overview

• Leading cross-industry projects to improve how rail operators manage incidents and service recovery – you’ll plan, deliver and report on key workstreams within a national programme aimed at making operations control more effective and consistent.
• Bringing people together – you’ll collaborate with Train Operating Companies, Network Rail, and other rail partners to identify priorities, develop practical solutions, and ensure improvements are embraced across the network.
• Designing and implementing best-practice tools and frameworks – from updated guidance, performance metrics and training materials to improved processes and technology, you’ll help provide clear, user-friendly resources that enhance how control centres operate.
• Championing the ‘Think Customer’ approach – you will make sure passenger and freight customer needs are central to every decision, so that all changes deliver real benefits in terms of quicker, more reliable service recovery and better information during disruption.
• Supporting industry-wide change – you’ll play a key part in major rail transformation efforts, including preparing operations control for the future Great British Railways. That means supporting change management activities, identifying impacts on people and processes, and helping teams adapt to new ways of working.
• Engaging with the wider industry – you’ll build strong relationships with senior control leaders in train companies and Network Rail. You will lead workshops, forums and “task-and-finish” groups to achieve aligned solutions, share leading practices, and ensure that improvements reflect a cross-industry perspective.
• Communicating and reporting outcomes – you’ll produce clear, high-quality communications (such as guidance documents, briefings, and executive updates) to inform and influence different audiences, from frontline control staff to senior leaders.
• Ensuring good governance and continuous improvement – through disciplined project management, you’ll maintain transparency, track progress, manage risks, and uphold agreed industry governance and assurance standards. You will also promote continuous improvement, using feedback and data to refine approaches and demonstrate tangible results.

Requirements

• Has proven experience of working in or closely with rail operations control, particularly in managing service disruption, incident response, and recovery (ideally within Train Operating Companies or Network Rail).
• Has proven experience of leading projects or initiatives in complex, multi-stakeholder environments, translating strategic goals into practical actions and successful delivery.
• Is well organised, with strong project management skills (planning, coordinating multiple workstreams, managing risks and dependencies) to deliver results on time and within scope.
• Is adept at collaborating and influencing – able to build effective relationships with a range of senior stakeholders, facilitating cooperation across different organisations and teams.
• Is skilled in change management, understanding how changes impact people, processes and systems, and supporting organisations to adopt new ways of working successfully.
• Has excellent communication skills – capable of producing clear guidance and executive-level briefings, and of distilling complex information into practical advice for varied audiences.
• Shows sound judgement and a customer focus – able to make evidence-based decisions under pressure, always keeping sight of passenger and network benefits when driving operational improvements.
• Experience of working in the UK rail industry or a similar operations control environment
• Experience of using structured industry frameworks, tools or principles (e.g. Integrated Emergency Management, rail industry governance, and assurance processes, or similar) in an operational or project delivery context.

Benefits

• 75% off rail travel for personal and family use, plus international rail discounts.
• 30 Days annual leave (plus buy/sell options and additional leave for key life events)
• Season ticket loan for commuting costs.
• Enhanced family leave – 30 weeks full pay for maternity, adoption, surrogacy, and shared parental leave.
• Pension scheme – up to 11.58% employer contribution.
• Private medical insurance including mental health and specialist care.
• Discounted gym membership and access to wellbeing programmes.