At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

Title: Service Delivery Manager

Division/ Function: Serco Caledonian Sleeper

Base Location: Glasgow & Inverness

Salary: Competitive

 

 

Key Purpose:

 

As the Service Delivery Manager, you will play a key role focussing on collating and disseminating information between Caledionian Sleepers, Partners and customers.

 

 

Key accountabilities:

 

• Act as the single point of contact with Caledonian Sleepers and GB Rail Freight Control at Peterborough.
• Acting accountable on the shift for all information flows regarding the arrangements for overnight services across the organisation.
• Chair and manage the regular daily conference calls and all ad-hoc conference calls needed at times of disruption or to meet the needs of the business on a daily basis and ensuring and confirming that all elements are in place for the service.
• Responsible for planning for the likes of events, disruptions, strikes and engineering work in terms of information flow and onwards travel plans.
• Work closely with external suppliers such as Rail Gourmet to ensure that all necessary supplies and equipment are in place.
• Produce the Final Service Readiness Tick Sheet.
• Ensure the working environment is maintained in a safe and tidy condition.

 

 

What we are looking for:

 

• A minimum of 4 years’ experience in a previous hospitality position.
• Experience in managing and developing a team.
• Previous experience on a rail service is desirable.
• Basic IT skills.
• Good knowledge and demonstration of coaching; mentoring methodologies.
• Able to work under pressure, use initiative and constantly seek to improve.
• Displaying strong motivational, customer service, guest experience and organisational skills.
• Able to demonstrate outstanding communication and interpersonal skills with the capability to engage a variety of individuals.
   

On occasion we receive significantly more applicants than expected for some vacancies and under such circumstances we reserve the right to bring forward the closing date of the advertisement. We therefore strongly advise you to apply for the role promptly to avoid disappointment should the closing date be brought forward. Serco is a Disability Confident Employer committed to employing and retaining people with disabilities.  Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.