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Operations Manager

Job Title: Operations Manager
Contract Type: Permanent
Location: London
Start Date: ASAP
Reference: 031400
Job Published: September 27, 2019 13:56

Job Description

Operations Manager 031400
Organisation - DLR Operations
Job - Contract Management
Position Type - Full Time
Location: Poplar

Salary:  up to £60,000 depending on experience


As the Operations Manager you will be taking day-to-day client responsibility for the operational service delivered by the DLR franchisee and manage the operational development of the DLR. You will ensure that all train services are planned and delivered to the high standards expected of the railway and contracted with the Franchisee.


You will also ensure appropriate management processes are developed and sustained to keep the Franchisee focused on all operational contractual deliverables with priorities that reflect both customer and stakeholder needs and identify and develop opportunities to improve the railway.


You will be able to work collaboratively across team and company boundaries, whilst being proactive in recognising business needs and raising them appropriately.


Your key accountabilities will include:


Leading with the Franchisee on the delivery of the day-to-day operations of the DLR. This includes implementing measures to establish, restore and improve the train service performance delivered by the Franchisee and developing/sustaining appropriate reporting mechanisms for operational matters.

Leading the Accessibility Working Group, to ensure activities are carried out to meet the needs of all DLR’s users.

Taking the lead on behalf of the Head of Operations for matters of operational safety to the extent that it affects DLRL in both its client and Infrastructure Manager roles. Liaising with HSE team, to ensure that all operational standards are being met. This includes ensuring appropriate management of the Operational Risk Register by the Franchisee.

Representing the future operations of the DLR in development meetings for projects due to take place on and around the DLR.

Lead on the operational readiness of new projects, ensuring the franchisee is operationally ready to operate the new or altered asset.

Leading on development, consultation and implementation of new train service plans

Working with the Franchisee to ensure appropriate contingency plans, including for seasonal preparedness, are in place and known across the DLR railway family.

Leading the Access Planning process for the DLR (as it relates to Blockades and Possessions).

Leading, with assistance from the Performance Analyst, for continual improvements with the data attribution process, ensuring that DLRL requirements are met.

Assessing the validity of performance relief claims submitted by the franchisee, and to work to continually improve the performance relief claim process – working collaboratively with the Franchisee

Ensuring, with the franchisee, that appropriate plans are in place for special events (e.g. London Marathon, events at the Excel Centre)  and any other external events which may affect the DLR.

Where changes are proposed from the Operations department, ensure the internal assurance process is followed and complied with




Educated to degree or equivalent level.

Ability to deal with complicated interfaces.

Can demonstrate an in-depth knowledge of complex contractual issues, approaches to handling these and controlling a commercial provider to deliver public sector aims.

Understanding of risk management concepts.

Ability, understanding and accessing planning and timetabling processes.





Computer-literate – including Word, PowerPoint and Excel.

Confident written and verbal communications at all levels, both within and outside the organisation.

Good analytical skills.

Commercially astute; deep understanding of contract management.

Collaboratively agreeing measures needed to address operational issues with the Franchisee at senior level.

Ability to review and challenge delivery on operational standards from a safety and a customer perspective.

Assessing the credibility of performance management initiatives proposed by the franchisee for support, including financial support, by the Head of Operations.

Can develop and work to a defined plan/milestones.

Qualitative and quantitative assessment of any proposed operational changes.





Extensive experience of railway operations, whether DLR, Underground or National Rail.
All-round, general management experience.

Project management experience highly desirable.

Experience of working in an environment with multiple, complex contractual interfaces. (Essential)        


Diversity & inclusion


We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, colour, gender, sexual orientation, age or disability status.


Application Process  

Please apply using your CV and a page covering letter. Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter.


Closing date: 8th October 2019  @23.59hrs


We reserve the right to close the application window early if we receive a high volume of suitable applications.