At a Glance
- Tasks: Lead and develop teams to ensure exceptional safety and customer service on the railway.
- Company: Join KeolisAmey Docklands, a leader in safe and reliable transport.
- Benefits: Enjoy free travel, discounts, pension contributions, and wellness support.
- Other info: Diverse workplace committed to inclusion and continuous improvement.
- Why this job: Make a real impact in a dynamic environment while leading operational excellence.
- Qualifications: 3+ years in management with strong leadership and communication skills.
The predicted salary is between 40500 - 49500 £ per year.
Keolis Amey 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
- Lead, manage and develop a team of Operational Delivery Managers.
- Drive operational performance, customer service and revenue protection objectives.
- Manage attendance, disciplinary, capability and grievance processes.
- Deliver improvements using customer service and operational performance data.
- Lead investigations into incidents, accidents, customer complaints and service delays.
- Undertake Senior On Call responsibilities.
- Act as Bronze or Silver Command during significant operational incidents.
- Manage employee wellbeing and engagement initiatives.
- Develop positive relationships with Trade Union representatives and employee forums.
- Lead operational improvement projects and change initiatives.
- Manage budgets, resource planning and operating costs.
- Ensure compliance with company policies, procedures and safety requirements.
- Promote a culture of safety, performance excellence and continuous improvement.
- What You'll Need
Essential
- Minimum 3 years' management or supervisory experience.
- Proven experience leading and developing operational teams.
- Experience managing employee relations matters including attendance, disciplinary, capability and grievance processes.
- Excellent leadership and motivational skills.
- Strong understanding of health, safety and environmental requirements.
- Knowledge and understanding of Equality, Diversity and Inclusion.
- Experience analysing performance data to drive service improvement.
- Experience using Power BI or similar reporting tools.
- Strong stakeholder management and communication skills.
- Experience working with Trade Unions and employee representatives.
- Experience leading operational or business improvement projects.
- Ability to make decisions under pressure.
- Excellent verbal and written communication skills.
- Strong commercial awareness and business acumen.
Desirable
- Experience within rail, transport or other safety-critical operational environments.
- Incident management experience including Bronze or Silver Command responsibilities.
- Experience managing large frontline customer-facing teams.
What We Offer
At KAD, you’ll enjoy a range of competitive benefits, including
- Free travel on the Tf L network for you and a nominated household member
- 75% discount on National Rail season tickets
- Interest-free season ticket loan
- Pension scheme with up to
- 10% employer contribution
- Salary Sacrifice
- EV Car leasing and Cycle to work schemes
- 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.
C losing Date
August 2026
Senior Operational Delivery Manager (SODM) in London employer: Keolis Amey Docklands
KeolisAmey Docklands is an exceptional employer, dedicated to fostering an inclusive and innovative work culture that empowers employees to thrive. With a strong commitment to employee wellbeing, we offer generous benefits such as free travel on the TfL network, substantial discounts on National Rail tickets, and a robust pension scheme, all while providing opportunities for professional growth in a dynamic operational environment across London.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Operational Delivery Manager (SODM) in London
✨Connect with Local Logistic Groups
Dive into local transportation and logistics groups on platforms like Facebook or LinkedIn. Show up to their meetups if you can – it's a great way to network with industry pros who can share insights, job openings, or even refer you to their own company.
✨Get Behind the Wheel of Job Boards
Look for job boards specific to transportation and logistics, like Logistics Job Site or TransportJobs. These platforms often have listings that you won’t find on general job boards, so they’re worth checking out regularly!
✨Leverage Internships & Graduate Schemes
Many companies in transportation and logistics offer graduate schemes and internships that can pave the way to full-time positions. Don't shy away from applying; even a short stint can make a solid impact on your CV and get your foot in the door at companies like Keolis Amey Docklands.
✨Apply Directly with Us!
When you find openings at great companies, make sure to apply directly through our website. It not only shows your initiative but also helps us to help you get noticed by Keolis Amey Docklands. Every application gets us one step closer to landing that full-time gig!
We think you need these skills to ace Senior Operational Delivery Manager (SODM) in London
Some tips for your application 🫡
Show Off Your Experience:When you're applying for a role in the transportation and logistics sector at Keolis Amey Docklands, make sure to highlight any relevant experience. Whether it's moving goods, coordinating schedules, or using transportation management software, give us the lowdown on your past gigs. It'll paint a clearer picture of what you're capable of!
Quantify Your Achievements:Numbers speak volumes in logistics! If you've optimised routes, reduced delivery times, or improved customer satisfaction, mention those incredible stats in your CV. This gives us concrete evidence of your impact and showcases your problem-solving skills.
Tailor That Cover Letter:Your cover letter should be more than just a formality—let it breathe your personality and passion for logistics! Explain why you're excited about the role at Keolis Amey Docklands and how you can contribute to our team. Don't forget to tie in specific skills or experiences that relate to the job description.
Research and Reflect:Before you hit 'submit,' spend some time digging into Keolis Amey Docklands. Understand our mission, values, and the specific challenges in the logistics industry. This will help you craft a targeted application that shows you truly want to be part of our crew, setting you apart from the rest!
How to prepare for a job interview at Keolis Amey Docklands
✨Know Your Logistics Basics
Get familiar with the key principles of transportation and logistics, like supply chain management, inventory control, and route optimisation. You might get asked practical questions about how to improve efficiency, so brush up on your problem-solving skills and be prepared to discuss any relevant software tools you've used.
✨Prepare for Scenario-Based Questions
In logistics, employers love to gauge how you'd handle real-life situations. Expect scenario-based questions where you’ll need to demonstrate your decision-making skills, like how to manage delays or coordinate shipments during a crisis. Practise outlining your thought process clearly and logically.
✨Highlight Your Teamwork Experience
Full-time roles in logistics often require collaboration with various teams, so don't forget to showcase your teamwork experience. Think of examples where you've used communication and collaboration to ensure smooth operations, and get ready to elaborate on how you can facilitate teamwork in a busy environment like at Keolis Amey Docklands.
✨Show Off Your Attention to Detail
In our world of logistics, missing a small detail can lead to big problems. Be prepared to discuss instances where your attention to detail saved the day, whether it was engaging with clients, managing documentation, or tracking shipments accurately. This will help demonstrate how you can be a reliable asset to Keolis Amey Docklands.
