Senior Service Delivery Manager

Our Intermodal customers at GB Railfreight are at the core of our operations and everything we do.

To support with the demands of running the Intermodal operation at the Port of Felixstowe we have an opening for a Senior Service Delivery Manager to deliver and manage daily train productivity and performance within the Intermodal Operational Team. This role will act as direct report for our Service Execution Manager, Customer Service Manager and Intermodal Support Manager overseeing on train fill and management of GBRf assets ensuring close day to day liaison with key members of the wider business to ensure we deliver above and beyond for our Intermodal customers.

Service is key within our Intermodal sector, at GB Railfreight we want to be the best in the business. You will lead on the development and delivery of plans to ensure Intermodal customer satisfaction, growth and improve ROS.

Our core values at GBRf are an integral part of what we do. You will lead, manage and develop the Intermodal Operational team in line with our values of Professionalism, Support, Communication, Trust & Empowerment and Enjoyment.

• Ensure close day to day liaison with key members of the wider business, including but not limited to; General Managers/Heads of Departments, Control and Ops Managers and Production Team to ensure we deliver for our Intermodal customers.
• To ensure resources are managed as per the customer requirements and cost model to mitigate any potential additional costs.
• Responsible for ensuring trains are filled to the optimum capacity based on the optimum rate.
• Manage, organise, and update data on various systems including but not limited to destin8, TOPS, Paris, COMA and Scorpio.
• Interrogate data on the live systems as well as the information on train lists to review bookings versus actual delivery.
• Work with the Intermodal Commercial Team to optimise yield by train.
• Oversee the performance of the Intermodal Train Service Planners, Customer Support Team and TOPS Controllers through their line managers.
• Monitor and improve on current processes within the business in relation to asset management and service delivery.
• Lead and manage companywide engagement with supplier to develop long term sustainable and profitable relationships.
• Ensure customer objectives and business plans are recorded, communicated, and understood throughout the business.
• Work in conjunction with Senior Contract Manager and Business Development Manager to improve financial performance.
• Coordinate internal functions to ensure we deliver in line with the terms of existing sales contracts.
• Identify and coordinate the delivery of continuous improvement projects to improve the profitability of services and assets.
• Manage and lead on internal and external operational failings of services, to ensure best possible outcome for the customers and GBRf.
• Working with Intermodal financial accountant, review operational costs and ensure we are inline with budget. Create strategies to reduces costs.
• Understand the requirements of the weekly train plans in accordance with the market.
• Take action to limit the effects of Network, supplier, and internal operational issues, reducing negative impacts to customers and additional cost to the business.
• Be key focal point for Control desk escalation.

• Experience in senior operational role(s)
• Experience of managing and delivering budgets and forecasts
• Experience of leading and managing a team
• A degree and/or a relevant qualification is desirable
• Excellent communication skills
• The ability to influence at all levels of an organisation
• Good presentation and report writing skills
• Flexible and willing to travel
• Rail experience desirable
• Haulage and Logistics experience desirable

Our Values

Professionalism – Safety and security is paramount in our business, and we feel that this embodies the foundation of a high achieving safety culture
Support – We look after our people and they in turn are encouraged to look after each other
Communication – The transparency of our is business is valued by our colleagues and customers
Trust and Empowerment – We believe that openness and honesty make for the best relationship because it leads to trust and confidence
Enjoyment – Taking pleasure in coming to work at GBRf is actively encouraged right from the top

At GB Railfreight we recognise that having a more diverse range of people leads to greater innovation. We want to create a diverse workforce and encourage applications from people of all backgrounds with the aim to have a workforce representative of wider society. We champion diversity, inclusion and wellbeing and aim to create a workplace in line with our values.