We are looking for a proactive Service Delivery Manager at GB Railfreight, to manage and oversee the smooth and effective delivery of our services including Rail for London Yellow Plant, Wascosa & SCO Wagons, LDCs, Class 73/9 loco lease arrangements and HS1. This role will ensure that all of our services are provided efficiently meeting our standards for safety, quality and reliability. You will be repsonsible for monitoring financial performance, working collaboratively with customers, subcontractors, and internal teams, therefore excellent interpersonal and communication skills are essential. Your focus will be on planning, monitoring, and improving operational performance to meet and exceed customer expectations and achieve business objectives. Whilst a rail freight background isn't essential, it is highly desirable due to the intracacies of this role. Closing date 17th February Safety Ensure all contracts adhere to both GBRf and customer safety requirements, providing clear guidelines to stakeholders. Service Delivery Deliver customer services efficiently, resolving issues promptly to ensure contracts remain fit for purpose. Organise and lead regular customer Contract Review meetings, maintaining detailed minutes and following up on action points. Support service implementation processes, ensuring lessons learned to drive continuous improvement. Manage subcontractors, including Approval for Payment (AFP) processes and issuing Purchase Orders. Provide the Production team with timely and accurate train orders, including support for planned transits, and review plans regularly to ensure deliverability. Monitor and report on service performance metrics, identifying trends and driving necessary improvements. Financial Oversight Monitor financial performance, ensuring accounts meet revenue and Return on Sales (ROS) targets. Apply contractual rates such as CPI and Fuel Escalators accurately, ensuring timely customer invoicing. Assist in compiling annual budgets and revenue forecasts, providing clear and actionable financial insights. Identify and implement initiatives to improve EBITDA, ensuring quantifiable improvements. People Management Represent GBRf at meetings and conferences, acting as a positive ambassador for the company. Engage proactively with customers to foster strong relationships, reflected in positive customer service survey results. Essential Skills Collaborative Team player ethics Strong organisational and problem-solving abilities. Excellent interpersonal and communication skills, both written and verbal and the ability to build positive relationships with various stakeholders. Demonstrated ability to manage contracts and drive performance improvements. Proficiency in Microsoft Office Suite (Word, Excel, Outlook). Commercial awareness with the ability to interpret and act on financial data. Desirable Skills Experience in rail freight or logistics operations. Knowledge of health and safety regulations within an operational environment. Understanding of contract management and customer relationship management. 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.