Senior Service Delivery Manager - Permanent in Crawley

Location: Swindon (GWR Headquarters) with travel across the Great Western Railway network

Reporting To: Contract Manager

Employment Type: Full-time

About the Role

TDM is seeking an experienced and customer-focused Service Delivery Manager to lead the delivery of the Great Western Railway (GWR) Station Information and Security Systems (SISS) Maintenance Contract. As the primary operational interface between TDM and GWR, you will be accountable for the safe, compliant and efficient delivery of maintenance services across a diverse portfolio of station information and security systems. This role combines operational leadership, stakeholder management, contract governance and continuous improvement, ensuring all service commitments, contractual obligations and performance targets are achieved. Based at GWR's Headquarters in Swindon, you will work closely with GWR stakeholders whilst leading TDM's maintenance teams, including Maintenance Team Leaders, Field Service Engineers, the Maintenance Co-ordinator and Help Desk personnel.

Key Responsibilities

• Service Delivery & Contract Management
• Act as the primary operational contact between TDM and GWR.
• Ensure all contractual obligations, Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are achieved.
• Lead the mobilisation, delivery and continuous improvement of the maintenance contract.
• Attend contract review meetings and provide performance updates to stakeholders.
• Manage contract risks, opportunities and operational resilience.
• Support budget management, resource planning and forecasting activities.
• Operational Management
• Oversee the delivery of planned preventative maintenance (PPM), corrective maintenance and reactive fault response activities.
• Ensure maintenance activities are scheduled, resourced and completed in line with contractual requirements and Network Rail standards.
• Manage operational backlogs and prioritisation of resources.
• Lead responses to major incidents, service failures and escalations.
• Monitor maintenance quality and ensure deficiencies are tracked through to completion.
• Performance Management
• Monitor service performance through Microsoft Dynamics 365 Field Service and management reporting tools.
• Analyse fault trends, repeat failures and asset performance data.
• Manage corrective actions relating to SLA or KPI failures.
• Develop and implement recovery plans where performance falls below target.
• Produce and present operational and contract performance reports.
• Asset, Spares & Lifecycle Management
• Maintain oversight of the SISS asset register in accordance with ISO55001 asset management principles.
• Ensure asset information remains accurate and up to date.
• Monitor spare parts availability and obsolescence risks.
• Review repair performance and support asset lifecycle strategies.
• Identify opportunities for asset renewal and reliability improvements.
• Health, Safety, Quality & Environmental Management
• Ensure compliance with Network Rail standards, company procedures and applicable legislation.
• Promote a positive safety culture throughout the contract.
• Review incidents, near misses and non-conformances.
• Ensure risk assessments and method statements remain current and effective.
• Support audits, management reviews and continuous compliance initiatives.
• Leadership & People Management
• Lead, motivate and develop operational teams.
• Conduct performance reviews and competency assessments.
• Support recruitment, onboarding and succession planning.
• Ensure training, certification and competence requirements are maintained.
• Promote employee wellbeing, engagement and effective communication.
• Continuous Improvement & Innovation
• Identify and implement opportunities for service improvement, efficiency gains and cost reduction.
• Analyse maintenance data and asset performance trends to drive continuous improvement initiatives.
• Develop innovation proposals and improvement plans for presentation to the client.
• Support the implementation of remote monitoring and emerging technologies.

Skills, Knowledge & Experience

Essential

• Minimum of 5 years' experience in service delivery, maintenance management or technical operations.
• Proven experience managing customer-facing maintenance or service delivery contracts.
• Strong leadership and people management experience.
• Demonstrable experience managing SLAs, KPIs and performance reporting.
• Good understanding of station information and security systems, including:
• CCTV
• Public Address (PA)
• Customer Information Systems (CIS)
• Help Point Systems
• IP-based communications systems
• Experience using maintenance management and asset management systems.
• Excellent stakeholder management, communication and problem-solving skills.
• Experience working within highly regulated environments.
• Full UK Driving Licence.

Desirable

• Experience working within the rail sector.
• Experience managing Network Rail or Train Operating Company maintenance contracts.
• Knowledge of Microsoft Dynamics 365 Field Service, CAFM or equivalent platforms.
• Understanding of ISO55001 Asset Management principles.
• Personal Track Safety (PTS).
• IOSH Managing Safely or NEBOSH qualification.
• PRINCE2, APM or equivalent project management qualification.
• IRSE Licence.
• COSS certification.

Key Performance Indicators

Success in this role will be measured against:

• SLA and KPI achievement.
• Planned maintenance completion rates.
• Fault response and restoration performance.
• First-time fix rates.
• Reduction in repeat faults.
• Customer satisfaction levels.
• Health and Safety performance.
• Audit and compliance outcomes.
• Asset register accuracy.
• Staff competency and training compliance.
• Budget management and cost control.
• Continuous improvement delivery.

Personal Attributes

The successful candidate will demonstrate:

• A customer-focused approach.
• Strong organisational and planning skills.
• Excellent communication and relationship-building abilities.
• A proactive and solution-focused mindset.
• Strong attention to detail and accuracy.
• The ability to perform effectively under pressure.
• Professionalism, integrity and accountability.
• A commitment to safety, quality and continuous improvement.

Working Relationships

Internal

• Contract Manager
• Systems Manager
• Operations Manager (HSQE)
• Maintenance Co-ordinator
• Help Desk Team
• Maintenance Team Leaders
• Field Service Engineers
• Workshop and Stores Personnel

External

• GWR Contract and Asset Management Teams
• GWR Stations and Operations Teams
• Network Rail Representatives
• Original Equipment Manufacturers (OEMs)
• Specialist Suppliers and Subcontractors
• Technical and Consultancy Partners