Service Delivery Manager – Anglo-Scot (Glasgow)

At LNER, people are at the heart of everything we do. Every journey and every experience is made possible by those who are passionate about delivering excellence, every step of the way.

We're now looking for a Service Delivery Manager – Anglo-Scot, based in Glasgow, to provide strategic leadership and operational direction across one of our most high-profile routes.

This senior role will take ownership for building strong partnerships with Network Rail Scotland and Cross Border Operators, driving performance, reliability, and customer experience across the Anglo-Scot network. You'll set the tone for collaborative working, ensuring long-term service improvement and a proactive culture of safety and excellence.

What the role involves

• • Under the direction of the Duty Service Delivery Manager, providing effective leadership and support to a team of Train Service Managers within Network Rail Scotland, driving capability development and promoting a consistent, high-performance culture.
• Leading engagement with senior counterparts in Network Rail and other Cross Border Operators to strengthen performance frameworks and deliver against shared business objectives.
• Driving strategic delivery plans focused on punctuality, reliability, and customer excellence, balancing operational, financial, and commercial priorities.
• Overseeing contingency planning and resilience strategies to minimise disruption and improve recovery during incidents.
• Representing LNER and the Cross Border Operators in senior discussions with industry partners, external regulators, and government bodies.
• Embedding a culture of continuous improvement, innovation, and accountability within your teams.
• Championing safety leadership, ensuring compliance with all operational standards while inspiring a proactive approach to risk management.

Role requirements:

• Significant management experience in a service delivery or operations environment, ideally within rail, transport, or a comparable safety-critical sector.
• A proven track record of leading and developing teams to deliver exceptional results through collaboration and clear direction.
• Strong stakeholder management and influencing skills, with the confidence to represent LNER at senior levels across the industry.
• Sound understanding of safety management systems, regulatory frameworks, and operational performance.
• Commercial awareness and analytical capability to make informed decisions balancing performance, cost, and customer outcomes.
• A strategic mindset with the ability to anticipate challenges, manage change, and deliver improvement through people.

A genuine commitment to inclusive service and accessibility for all customers.