Job Advert
At KeolisAmey Docklands (KAD), we operate and maintain the Docklands Light Railway (DLR), delivering a safe, reliable and high-performing railway for millions of passengers every year. We are looking for an experienced Senior Operational Delivery Manager to lead Train Services teams and ensure the delivery of exceptional safety, operational performance and customer service standards across the railway.
The Role
Reporting to the Head of Train Services, you will lead and manage a team of Operational Delivery Managers, with overall responsibility for a large frontline workforce of Passenger Service Agents.
You will drive operational performance, safety, customer service and employee engagement while ensuring compliance with company procedures and industry regulations. This is a highly visible leadership position requiring excellent people management capability, strong operational decision-making and the ability to deliver continuous improvement through data-led performance management.
You will also play a key role during incidents and service disruption, undertaking Senior On Call responsibilities and assuming Bronze or Silver Command roles when required.
What You'll Do
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Lead, manage and develop a team of Operational Delivery Managers.
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Drive operational performance, customer service and revenue protection objectives.
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Manage attendance, disciplinary, capability and grievance processes.
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Deliver improvements using customer service and operational performance data.
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Lead investigations into incidents, accidents, customer complaints and service delays.
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Undertake Senior On Call responsibilities.
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Act as Bronze or Silver Command during significant operational incidents.
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Manage employee wellbeing and engagement initiatives.
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Develop positive relationships with Trade Union representatives and employee forums.
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Lead operational improvement projects and change initiatives.
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Manage budgets, resource planning and operating costs.
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Ensure compliance with company policies, procedures and safety requirements.
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Promote a culture of safety, performance excellence and continuous improvement.
What You'll Need
Essential
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Minimum 3 years' management or supervisory experience.
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Proven experience leading and developing operational teams.
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Experience managing employee relations matters including attendance, disciplinary, capability and grievance processes.
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Excellent leadership and motivational skills.
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Strong understanding of health, safety and environmental requirements.
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Knowledge and understanding of Equality, Diversity and Inclusion.
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Experience analysing performance data to drive service improvement.
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Experience using Power BI or similar reporting tools.
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Strong stakeholder management and communication skills.
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Experience working with Trade Unions and employee representatives.
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Experience leading operational or business improvement projects.
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Ability to make decisions under pressure.
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Excellent verbal and written communication skills.
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Strong commercial awareness and business acumen.
Desirable
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Experience within rail, transport or other safety-critical operational environments.
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Incident management experience including Bronze or Silver Command responsibilities.
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Experience managing large frontline customer-facing teams.
What We Offer
At KAD, you’ll enjoy a range of competitive benefits, including:
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Free travel on the TfL network for you and a nominated household member
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75% discount on National Rail season tickets
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Interest-free season ticket loan
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Pension scheme with up to 10% employer contribution
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Salary Sacrifice EV Car leasing and Cycle to work schemes
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Access to Perkbox, Doctor Care Anywhere virtual GP, and Employee Assistance Programme
We are committed to building a diverse workforce and particularly encourage applications from women, people from ethnically diverse backgrounds, disabled people, LGBTQ+ candidates and individuals from other underrepresented groups.
Please note: If you are successful and offered the role, you may be required to undergo pre-employment checks including right-to-work verification, employment references and any role-specific screening requirements.
Closing Date: 30th August 2026
