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For Companies At a Glance
- Tasks: Lead the safe and reliable delivery of train services across Scotland.
- Company: Join ScotRail, a key player in Scotland's transport with over 5,000 employees.
- Benefits: Enjoy free rail travel, generous holidays, and a contributory pension scheme.
- Why this job: Be part of a diverse team committed to sustainability and customer satisfaction.
- Qualifications: Extensive experience in safety-critical operations and impactful leadership required.
- Other info: On-call commitments are part of this strategic role.
Job Description
Role – Service Delivery Director
Closing Date – 15th August 2025
With more than 5,000 employees, ScotRail plays a vital role in serving the people and communities of Scotland. We recognise a modern and diverse workforce, encouraged to use their talents, and develop their skills, is integral to our success in serving and reflecting the communities of Scotland. We are committed to being a diverse and inclusive employer and have also set ourselves ambitious sustainability targets including having a carbon-free railway in Scotland by 2035.
Not your average role….
ScotRail has an exciting opportunity for strategic and operationally focused Service Delivery Director to lead the safe, reliable, and customer-centric delivery of train services across Scotland’s Railway. This role is critical to ensuring that our services meet the highest standards of safety, performance, and quality whilst continuously improving the experience for our customers. As a key member of the ScotRail Executive Team, the successful candidate will be responsible for planning, directing, and managing all aspects of service delivery. The Service Delivery Director will lead the delivery of ScotRail’s timetable from strategic planning to daily operations, ensuring safety and reliability and oversee train planning, driver operations, and control centre teams to ensure seamless service delivery.
The Service Delivery Director will also lead trade union negotiations to maintain strong employee relations with all recognised unions, and represent ScotRail internally and externally, engaging with key stakeholders including Transport Scotland, Scottish Rail Holdings, Network Rail, and the media.
Please note there will be on-call commitments for this role
What you bring
* Extensive experience leading complex operations in a safety critical environment, with a deep understanding of regulatory requirements, risk mitigation strategies, and the ability to make high-stakes decisions that protect both customers and staff.
* Demonstrable experience leading large-scale service delivery in environments where precision, compliance, and resilience are essential.
* Thorough knowledge of health and safety legislation, standards, and best practices, with a track record of embedding a safety-first culture across operational teams.
* Impactful leadership skills with extensive experience managing large budgets and complex teams within a multi-matrix organisation with the ability to balance operational efficiency with quality outcomes to deliver a reliable and customer-centric service.
* Ability to translate customer insight into actionable improvements, ensuring that service delivery consistently meets or exceeds expectations across all touchpoints.
* Effective communicator with experience operating and influencing at Board level and with external stakeholders and partners.
What we offer you
ScotRail offer an excellent rewards package including:
* Contributory Final Salary Pension scheme.
* Free and reduced rate rail travel for you and your family.
* Generous holiday allowance.
* Enhanced company sick pay and family leave including maternity, paternity and adoption.
* Life Insurance cover for 4 x annual salary via our pension fund.
* Contributory lifestyle benefit options including discounts at hundreds of retailers, cycle to work scheme, discounted gym memberships and healthcare cashback plan.
Please note that due to the volume of interest received these vacancies could close prior to the published date.
Equal Opportunities
ScotRail is four times accredited as a Top Employer, has achieved Leaders in Diversity and is a Disability Confident Employer. We value, celebrate, and respect the diversity our people and aim to inspire, attract, retain, and develop the best talent. Because we value diversity and the benefits it brings, we want to continue improving the diversity of our people and particularly welcome applications from women, young people, LGBT+ people, people with a disability, and people from ethnically diverse backgrounds.
Service Delivery Director employer: ScotRail
Contact Detail:
ScotRail Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Director
✨Tip Number 1
Familiarise yourself with ScotRail's current operations and strategic goals. Understanding their commitment to safety, customer service, and sustainability will help you align your experience and vision with theirs during discussions.
✨Tip Number 2
Network with current or former employees of ScotRail, especially those in leadership roles. They can provide valuable insights into the company culture and expectations for the Service Delivery Director position.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully led large-scale operations in safety-critical environments. Highlight your experience with regulatory compliance and risk management to demonstrate your fit for the role.
✨Tip Number 4
Showcase your leadership style and ability to manage diverse teams effectively. Be ready to explain how you've fostered a safety-first culture and improved service delivery based on customer insights in your previous roles.
We think you need these skills to ace Service Delivery Director
Some tips for your application 🫡
Understand the Role: Thoroughly read the job description for the Service Delivery Director position at ScotRail. Make sure you understand the key responsibilities and required skills, as this will help you tailor your application.
Highlight Relevant Experience: In your CV and cover letter, emphasise your extensive experience in leading complex operations, particularly in safety-critical environments. Use specific examples to demonstrate your ability to manage large teams and budgets effectively.
Showcase Leadership Skills: Clearly articulate your impactful leadership skills and how you've successfully managed service delivery in previous roles. Mention any experience with trade union negotiations and stakeholder engagement, as these are crucial for this position.
Tailor Your Application: Customise your CV and cover letter to reflect ScotRail's commitment to diversity and sustainability. Highlight any relevant initiatives or experiences that align with their values, such as promoting a safety-first culture or improving customer service.
How to prepare for a job interview at ScotRail
✨Understand the Safety Culture
Given the critical nature of the role, it's essential to demonstrate a deep understanding of safety regulations and how to embed a safety-first culture within teams. Be prepared to discuss specific examples from your past experience where you successfully implemented safety measures.
✨Showcase Leadership Experience
As a Service Delivery Director, impactful leadership is key. Highlight your experience in managing large teams and budgets, and be ready to share how you've balanced operational efficiency with quality outcomes in previous roles.
✨Engage with Customer Insights
The role requires translating customer insights into actionable improvements. Prepare to discuss how you've used customer feedback to enhance service delivery in the past, ensuring that you can meet or exceed expectations across all touchpoints.
✨Prepare for Stakeholder Engagement
You'll need to operate at Board level and engage with various stakeholders. Think about your communication strategies and be ready to provide examples of how you've influenced decisions and built relationships with external partners in previous positions.
