Service Recovery Development Manager

About the Role

We are looking for a Service Recovery Development Manager to lead the development and continuous improvement of service recovery and contingency planning across our network. This is a pivotal role, ensuring we respond to disruption effectively, safely, and in line with industry best practice.

You will work across teams and with external partners to strengthen operational resilience, define clear service delivery principles, and explore innovative solutions that enhance real-time decision-making.

What you will do

• Lead the review, development and continuous improvement of contingency plans and service recovery frameworks
• Define and embed clear service delivery principles for disrupted operations, including roles, responsibilities and communication flows
• Collaborate with internal teams and external stakeholders to align recovery strategies
• Benchmark against national standards and industry best practice to identify improvement opportunities
• Champion the use of technology to support real-time operational decision‑making and recovery
• Facilitate workshops and scenario planning exercises to test and refine contingency arrangements
• Monitor and evaluate service recovery performance, using data and feedback to drive improvements
• Support incident reviews and post‑incident analysis, ensuring lessons learned are embedded
• Promote a strong safety and environmental culture, ensuring compliance with all relevant standards and procedures

What you will bring

• Strong understanding of rail operations, service delivery, and disruption management
• Proven experience in contingency planning, incident response, or service recovery within a metro or rail environment
• Excellent communication and stakeholder engagement skills
• Ability to lead cross‑functional initiatives and influence change across diverse teams
• Analytical mindset, with experience using data to inform decisions and improvements
• Knowledge of national rail industry standards and best practice
• A proactive, collaborative approach with a strong sense of accountability and ownership
• Strategic thinking skills, with the ability to translate insight into practical improvements