Forward Assist Recruitment
Informed recruitment service, dedicated to those who have served
Our client is always looking for ways to deliver more, whether that’s faster journeys, smarter decisions, or better experiences for their customers. That’s why they’re creating a new role at the heart of the service delivery: Train Service Manager.
The Train Service Manager will be right where the action is, making live decisions that keep the services moving and customers informed. As a Train Service Manager, you will bring visibility, leadership and local accountability to the real-time performance of our train services, with a strong focus on collaborative working, especially with Network Rail in both in York and Glasgow.
What you’ll be doing:
Take the lead on managing real-time running of the services, proactively applying intervention policies and contingency plans.
Work side by side with the Senior Train Service Manager and Network Rail Control to build and implement train plans during disruption.
Be the voice of the customers in the room, shaping decisions that improve recovery and minimise delays.
Accurately attribute delays and cancellations at Level 1, helping drive performance transparency and learning.
Support cross-border (Anglo-Scot) service performance through agreed Service Level Agreements and strong industry relationships.
Contribute to daily activity logs and performance reviews, enabling smarter follow ups and continuous improvement.
What we’re looking for:
We’re looking for someone who thrives in a live operational environment, someone who is calm under pressure, decisive, and customer focused. You’ll also need:
Experience (or the ability to quickly develop competency) in operational environments
Strong communication and influencing skills as you will need to build positive relationships across our network and with industry partners.
A proactive mindset with high attention to detail, especially when under time pressure.
The ability to interpret data and information to shape quick, effective train running decisions.
A collaborative, resilient attitude and a natural drive to improve performance.
What you’ll get:
Free travel on the trainline + 75% off other companies’ tickets (for you & dependents)
Discounted international train tickets (after one year’s service)
50% discount on tickets for friends & family
Generous pension scheme
Annual cycle to work schemes/electric vehicle scheme
Discount, savings and cashback scheme from top retailers
Health & wellbeing schemes and discounts