Director of Service Delivery - North East

Job Description

JOB TITLE: Director of Service Delivery

BUSINESS FUNCTION: Operations
SALARY: £98,420
ROLE TYPE: Hybrid
LOCATION: North East (Newcastle)
HOURS: 37

People come to Northern for trains they can rely on and stay for the chance to make a real difference to communities across the North. As Director of Service Delivery, you'll play a key role in making sure those journeys run smoothly, safely, and on time every single day.

You’ll be right in the thick of it, leading teams, solving problems, and collaborating with partners inside and outside of Northern. This role is about more than just keeping the wheels turning. It’s about creating an environment where people feel motivated, supported, and inspired to deliver their very best.

What you'll be doing

• Leading, inspiring and motivating operational teams to deliver on our 90/2 performance target, building a collaborative, high-performing culture.
• Taking accountability for on-the-day operational delivery throughout the North East making sure our services run safely and reliably.
• Working closely with other departments, including Engineering and Operational Readiness, and with partners like Network Rail, to keep things on track.
• Acting decisively in the moment while also contributing to longer-term improvement initiatives.
• Using insights and data to drive proactive decision-making and continuous improvement.
• Sharing best practice and aligning ways of working with your fellow Directors of Service Delivery across Northern.

The purpose of the job

At its heart, this role is all about making sure our trains run safely, reliably, and on time - every single day. As Director of Service Delivery, you’ll take the lead in managing the on-the-day operation of our services, ensuring everything is in place to meet performance targets and keep our customers moving.

A big part of this is about people. You’ll be responsible for the leadership, performance, development, and wellbeing of our train crew, as well as the Operations Managers who lead frontline teams. By creating the right environment, you’ll help others succeed, supporting your people to deliver a service that our customers can rely on and feel proud of.

But this isn’t just about the here and now. You’ll be looking ahead too, spotting opportunities to improve the way we work, identifying capability gaps, and driving change that raises standards across the board. You’ll work closely with colleagues in Engineering, Operational Readiness, and Business Performance, using data, insights, and your own experience to make proactive decisions that keep services running smoothly.

You’ll also represent Northern in the wider rail community, collaborating with other Train Operating Companies (TOCs), Network Rail, and local partners to align plans, tackle challenges, and improve performance beyond our own network.

Ultimately, your role is to bring it all together - people, process, and performance, ensuring we deliver a safe, seamless, and high-quality service today, while shaping the future of how we operate for tomorrow.

About you

To succeed in this role, you’ll bring a blend of leadership, sharp thinking, and speed.

You bring people with you, leading with purpose, listening when it counts, and setting the tone from the front. From the control room to the boardroom, you’re comfortable at every level and know how to connect the dots to keep things moving in the right direction.

You spot what others miss. Whether it’s a small detail or the first sign of something bigger, you’ve got an instinct for noticing when something’s not quite right and the drive to step in and fix it.

And when the situation changes, you change with it. You know when to pause, when to act, and how to switch from strategy to action without missing a beat.

To thrive here, you’ll need strong railway operations experience, solid knowledge of railway infrastructure, geography, rules and regulations, and a proven track record of leading teams in high-pressure environments. Experience in crisis management, driving change, and working across multiple stakeholders will set you up for success.

What’s in it for you?

At Northern, we don’t just value our people - we go the extra mile to support them. Here’s a taste of what you can look forward to:

• Free Travel: Unlimited free travel for you, your partner, and your dependents on Northern services. Plus up to 75% discount on other networks in the UK and Europe.
• Generous Pension Scheme: We top up your contributions by 1.5 times.
• Enhanced Family Benefits: We offer 9 months of full pay for maternity leave and 2 weeks for paternity leave.
• Cycle to Work Scheme: Save up to 42% on a bike and spread the cost.
• Exclusive Discounts: From shopping to wellbeing, Northern Perks has you covered.
• Employee Assistance Programme: 24/7 support for family, lifestyle, and more.
• Training and Career Development: We offer tailored training to our colleagues and opportunities to gain recognised qualifications. Plus enhanced career pathways no matter what part of the business you’re in.
• Recognition: We know how important it is to show how much we appreciate our people. That’s why we have our Northern Lights and Northern Sparks Awards, recognising and celebrating brilliance every day.

Why Northern?

We’re more than just a train operator. We’re the heartbeat of the North – connecting communities, creating opportunities, and driving sustainable growth. With 2,650 trains running daily, we’re on a mission to improve rail travel and enhance the customer experience while protecting the environment.

Back in 1825, the first passenger train set off in the North of England, after which rail quickly spread across the globe – and we have recently celebrated 200 years of the modern railway. As we look back on the historic events that led us here, we also look towards the future as we move into the era of Great British Rail. Join us at this pivotal moment in rail history and play your part in our journey.

A place for everyone

The best journeys happen when everyone feels welcome on board.

At Northern, we don’t just move people from A to B – we’re building a team where everyone feels they belong. Our talent team can make reasonable adjustments to the process if that’s something you need. We're also a Level 2 Disability Confident employer, so if you meet the minimum criteria for the role, we’ll always offer an interview.

We automate parts of our screening process to remove any unconscious bias and to make sure every application is treated fairly. All successful offers will be subject to a DBS check and a medical assessment.

No matter your background, experience, or whether you call it a bap, barm, or cob… there’s a place for you here in the railway.