At LNER, people are at the heart of everything. Every journey taken and every experience delivered is made possible by those committed to providing outstanding service, every step of the way.

A new opportunity has arisen for a Service Delivery Manager – Anglo-Scot, based in Glasgow, to lead the charge in strengthening collaboration with Cross Border Operators and Network Rail Scotland, helping to drive performance, resilience, and exceptional customer experience on the Anglo-Scot route.

This role plays a critical part in the operational success of our long-distance services, overseeing delivery through formal service agreements, shaping strategic responses to disruption, and guiding a team of Train Service Managers embedded within Network Rail. It's a unique opportunity to lead from the front championing safety, influencing national rail partnerships, and supporting continuous improvement across a complex, high-profile route.

What the role involves:

• Leading engagement with other Cross Border Operators and Network Rail Scotland through agreed Service Level Agreements, with a focus on punctuality, reliability and CX excellence.
• Coaching and supporting a team of Train Service Managers embedded in Network Rail, Glasgow.
• Driving delivery against business plan objectives through collaborative working with other TOCs, contractors and transport partners.
• Shaping and reviewing contingency plans to ensure service resilience and minimise customer disruption.
• Representing the Cross Border Operators in discussions with senior external stakeholders and regulatory bodies.
• Ensuring compliance with all relevant operational and safety standards, and fostering a proactive culture of safety.
• Playing a key role in strategic incident response and scenario planning to enhance real-time service recovery.
• Championing innovation in service delivery and embracing new technologies and best practice.

What's needed to succeed:

• Proven senior management experience within service delivery in rail or a comparable operational environment.
• A strong understanding of safety management systems and regulatory frameworks.
• Exceptional stakeholder management and influencing skills.
• Confidence in analysing performance data to inform decisions and drive improvements.
• Commercial and financial awareness, with the ability to balance performance, risk and customer impact.
• A flexible, resilient mindset with the ability to thrive in a fast-paced and evolving environment.
• Confidence in leading teams and managing change, while role modelling values and behaviours in line with LNER and other Cross Border Operators.
• Trained in LNER investigation procedures and competent in risk assessment practice.
• A commitment to inclusive service, with awareness of equality and accessibility in transport.