Job Advert
KeolisAmey Docklands (KAD) operates and maintains the Docklands Light Railway (DLR) on behalf of Transport for London. Every day we deliver a safe, reliable and customer-focused railway connecting communities across London.
As we continue to deliver our KAD25 franchise commitments, we are looking for an experienced operational leader to join our Service Delivery team as a Control Centre Duty Manager. This is a critical safety leadership role, responsible for directing railway operations in real time and ensuring the safe and efficient delivery of services across the DLR network.
The Role
Reporting to the Head of Control Centre, the Control Centre Duty Manager is responsible for managing the operational railway service during their shift, ensuring the safe operation of the network whilst delivering performance, customer service and contractual targets.
As the senior operational manager on duty outside normal office hours, you will lead responses to service disruption, operational incidents and emergencies, coordinating control room teams, operational colleagues and external stakeholders to minimise customer impact and restore normal service as quickly and safely as possible.
This role is ideally suited to an experienced operational leader who thrives in a fast-paced environment, demonstrates strong leadership under pressure, develops high-performing teams and is passionate about delivering service excellence every day.
What You'll Do
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Lead the safe and efficient operation of the DLR network during your shift.
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Provide leadership and direction to Control Centre Supervisors, Controllers, Technicians, Information Assistants and Depot Assistants.
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Manage operational incidents, service disruption and emergency situations, ensuring appropriate decisions are made and resources deployed effectively.
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Act as the senior operational decision-maker outside normal business hours.
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Liaise with emergency services, infrastructure teams and operational departments to restore service safely and efficiently.
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Monitor operational performance, identifying emerging risks, trends and opportunities for improvement.
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Ensure customers and colleagues receive accurate, timely and consistent information during service disruption.
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Lead, motivate and develop teams, supporting competence management, performance development and colleague wellbeing.
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Investigate operational incidents, identifying lessons and opportunities for continuous improvement.
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Support the development of operational procedures, contingency plans and service recovery strategies.
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Deputise for the Head of Control Centre when required.
What You'll Need
Essential
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Significant experience within a railway, transport, emergency response or other safety-critical operational environment.
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Experience leading operational teams within a live control room, operations centre or similar environment.
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Strong knowledge of operational incident management, service recovery and emergency response.
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Experience applying operational rules, procedures and risk controls within a safety-critical environment.
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Experience leading, developing and motivating teams in a fast-paced, high-pressure environment.
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Strong decision-making skills with the ability to remain calm under pressure.
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Excellent communication, influencing and stakeholder management skills.
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Strong analytical, problem-solving and organisational skills.
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Good understanding of customer service and operational performance delivery.
Desirable
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Experience within a railway control centre environment.
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Understanding of railway signalling, rolling stock and operational systems.
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Knowledge of rail performance regimes and contractual service delivery arrangements.
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Experience producing operational procedures, contingency plans, and business continuity arrangements.
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Experience managing competence and operational performance frameworks.Experience operating within an incident command, crisis management, or emergency response framework.
What We Offer
As part of the Transport for London family, we offer a range of excellent benefits including:
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Free travel on the TfL network for you and a nominated partner or family member living at the same address.
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75% discount on National Rail Season Tickets.
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Defined Contribution Pension Scheme with up to 10% employer contribution.
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Interest-free season ticket loan.
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Access to healthcare services through Doctor Care Anywhere.
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Discounts, rewards and wellbeing support through Perkbox.
Join Us
If you are an experienced operational leader who can make confident decisions under pressure, inspire high-performing teams and deliver safe, reliable railway operations, we'd love to hear from you.
Apply today and help us deliver Service Excellence Every Day.
Please note: If you are successful and offered the role, you will be required to undergo a Baseline Personnel Security Standard (BPSS) which must be deemed satisfactory by the company. This will include a Disclosure and Barring Service (DBS) check, verification of your home address, employment reference checks covering the last three years and your right to work in the UK.
Closing Date 5th July 2026
