Head of Service Delivery

Location:    Cardiff (relocating to Pontypridd by late 2020)
Salary:        Competitive
Apply by:    02/04/2020 at 10:00

A fantastic opportunity to join Transport for Wales (TfW) as a key member of the senior management team as the Head of Service Delivery to be accountable for the oversight, assurance and governance of key commitments within the Grant Agreement.  

Role responsibilities
You’ll be contributing to the on-going development of the commercial and strategic objectives of the Wales & Borders rail service by deputising for the Rail Operations Director and supporting the effective delivery of TfW’s rail Operating Delivery Partner (ODP), ensuring TfW continues to deliver high quality services that meets business and customer expectations.

You'll lead the Rail Service Delivery team for TfW by providing guidance and support to your 4 direct reports to enable them to deliver against their objectives and ensure that we run a safe and efficient railway.

You'll also lead the frontline direct delivery of on-board catering services by leading an organisation of 100 people with management KPI’s, reporting, quality and safety controls and people development to provide a sustainable and quality customer service proposition.

Who we’re looking for:
We’re looking for an experienced leader within rail operations, including service delivery and performance, to play a key role in managing a multifaceted operation.

You’ll need to have:
o    Demonstrable experience of working in rail operations, working with front line service delivery and rail performance.
o    Demonstrable breadth and depth of operational service delivery and management expertise in a safety critical industry.
o    Able to demonstrate in-depth knowledge and experience of health and safety management and compliance management processes.

It would be beneficial if you also had:
o    Experience of leading catering service delivery and experience of managing compliance to food safety management systems.
o    Knowledge of duties to be discharged through relevant statutory and regulatory duties, operational standards, service delivery manuals, requirement and guidance.
o    Knowledge of rail contract management.

Who we are
Transport for Wales (TfW) is the not-for-profit company driving forward the Welsh Government’s vision of a high-quality, safe, integrated, affordable and accessible transport network in Wales. Our mission is to ‘Keep Wales Moving’ by providing customer-focused service, expert advice and infrastructure investment.

Welsh Language Skills
The ability to speak Welsh would be a plus but not essential for this role.


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