Duty Control Manager in London

The Duty Control Manager will manage and coordinate the operational delivery of the London Overground network, including overseeing safe and efficient incident response to all disruptive events and operational incidents.

Responsibilities

• Provide exceptional leadership and line management of the Control team, delivering people processes such as attendance, performance and development.
• Manage and coordinate safe and efficient incident response to disruptive events on the Overground network.
• Lead the stranded train response, ensuring adherence to the stranded trains policy, including dynamic risk assessments before detrainments are carried out.
• Work with the Network Rail Incident Response team to manage and communicate infrastructure incidents appropriately.
• Handle On‑Call and emergency service notifications, and assume initial Incident Command responsibilities, escalating to Senior Network Lead or Senior Operations on call as required.
• Liaise with industry stakeholders to support Overground network operations.
• Proactively manage and communicate network availability by engaging stakeholders around faults, restrictions, engineering work, etc.
• Ensure safe and accurate implementation of contingency plans on the Overground network in collaboration with industry stakeholders.
• Provide direction to London Overground personnel during disruptive events to enable clear and consistent customer communications.
• Work with the Continuous Improvement Manager to ensure all Control team members (including self) achieve and maintain the required competency management standards (CMS) and are assessed in accordance with the company CMS framework.
• Ensure control personnel are rostered economically and meet rostering guidelines when covering short‑notice sickness or other absence out of hours.
• Assume initial Incident Command responsibilities, escalating to Senior Network Lead/Senior Operations on call as required in line with the Incident Response Plan.

You’ll need to be:

• Confident in making decisions
• Effective at problem solving
• Able to remain calm yet directive in a crisis
• Capable of communicating calmly and professionally
• Experienced in leading and managing a team of people

As a minimum you’ll need to have:

• Operational railway experience
• Best practice experience in major incident management
• Strong verbal and written communication skills
• Effective problem‑solving skills

The role is based at Palestra House and will work with a team of approximately 50 colleagues. This is a full‑time role, rostered to work 36 hours per week. The role requires shift working every day on a rolling roster pattern, including Sundays.