Service Excellence Delivery Manager (1068)

GTS is  committed to transforming travel across London with a focus on community, innovation, and inclusion. With a strong emphasis on safety and service excellence, GTS plays a vital role in connecting people and places across the capital. 

We're now looking for a collaborative and operationally focused Service Excellence Delivery Manager to support the safe, punctual, and high-performing delivery of train services across our network. 

What You Will Do:  

As Service Excellence Delivery Manager, you'll play a key role in building a culture of operational excellence and supporting real-time incident management. You'll work closely with internal teams and industry partners to ensure smooth service delivery and continuous improvement. 

• Provide remote support to the Route Control Centre (RCC) to ensure safe and efficient train service delivery. 

• Liaise with Network Rail, RfLI, GWR, TOCs/FOCs, and TfL controls to coordinate operational responses. 

• Monitor Network Rail logs and messaging systems for early warnings and incident updates. 

• Support the management of incidents, accidents, and emergencies affecting the railway. 

• Engage in ITSR huddles within the first 10 minutes of an incident and deliver clear messaging. 

• Gather and collate real-time evidence for incident learning reviews. 

• Maintain a daily log of notable safety, infrastructure, and performance events. 

• Develop strong working relationships with internal and external stakeholders. 

• Assist in managing late-notice access requests. 

• Monitor degraded infrastructure and track faults, escalate risks, and support contingency planning. 

What We Are Looking For:  

We're seeking a proactive and detail-oriented individual with a strong understanding of railway operations and incident management. You'll be confident working under pressure and coordinating across multiple stakeholders. 

• Demonstrable understanding of railway operations and incident management. 

• Proven ability to work collaboratively across control centres and stakeholders. 

• Excellent communication and coordination skills, especially under pressure. 

• Experience in performance monitoring and continuous improvement. 

• Familiarity with railway control systems (Traffic Management, TRUST, logging systems). 

• Strong problem-solving skills and emotional intelligence. 

• Attention to detail and ability to manage multiple priorities. 

Benefits and Rewards

Travel Benefits (discretionary):

• Free zones 1-6 Oyster travel card, for you and another person who lives at the same address
• 75% discount on all UK rail travel, and some international services

Pension: You will be automatically enrolled into our excellent pension scheme. After two years, you will have the option of joining our defined benefits scheme

Star Hub: A dedicated online benefits platform for retail and entertainment discounts

About Us

GTS values its workforce, offers career progression and provides a platform to grow and develop.

We aspire to set a new transport standard for the UK, moving people and connecting communities better than anyone else. We are making long-term improvements to our network and creating a better service for our customers. We are a trusted operator with proven experience and have a mission to enable our employees to reach their full potential.

We welcome applications from a diverse range of candidates regardless of background, disability or gender and are committed to creating a workforce as diverse as the communities we serve.