Join East Midlands Railway as a Customer Service Officer – and help keep our region moving

Are you great with people, calm under pressure, and ready to make a real difference every day? At East Midlands Railway (EMR), we’re looking for a Part Time Customer Service Officer to be a welcoming, confident and proactive presence at Lincoln station.

This role is working 18.5 hrs per week to a shift pattern (Mon Tues week 1, Weds Thurs week 2, Fri Sat week 3. Earliest start is 0430 and latest finish is 0030. They also work 1 in 6 Sundays as forced overtime) 

This is your chance to play a vital role in keeping our customers safe, informed and on the move.

Why join EMR?

At EMR, we’re proud to be One Team. With over 2,600 colleagues, we work together to deliver safe, reliable journeys and outstanding customer experiences across the region.

We’re a Top Employer (10-time accredited) and hold Gold Inclusive Employers Status—recognition of our commitment to building a workplace where everyone feels valued, supported, and able to be themselves.

What you’ll be doing

As a Customer Service Officer, you’ll be at the heart of station life. No two days are the same, and you’ll play a key role in both customer experience and safety-critical operations.

You will:

• Safe draw down and movement of train services within the station.
• Provide clear advice, information and reassurance to customers
• Support passengers who may need extra assistance
• Carry out station safety and security checks
• Maintain a visible, approachable presence on the platforms
• Deliver exceptional service—especially during busy or disrupted periods

If you enjoy variety, responsibility, and working in a fast-paced environment, you’ll thrive here.

What we’re looking for

You don’t need railway experience—we’ll give you all the training and support you need to succeed.

We’re looking for people who are:

• Friendly, positive and proactive
• Confident communicating with a wide range of people
• Able to stay calm and make decisions under pressure
• Flexible and willing to work shifts, including early mornings, evenings and weekends

This is a safety-critical role, so you’ll need to pass a medical assessment, including drugs and alcohol screening and a colour vision test, before starting.

What you’ll get in return

Alongside a competitive salary, you’ll benefit from:

• A defined benefit pension scheme
• Free standard leisure travel on EMR and partner networks
• Friends & Family discounted tickets
• 75% discount on national leisure travel for you, your partner and dependants
• And a range of additional benefits to support your wellbeing and lifestyle

If you’re successful, you may be offered a role straight away or placed into our talent pool for up to 12 months—so you won’t need to reapply if a suitable vacancy arises.

Building a more inclusive railway

We know our workforce doesn’t yet fully reflect the communities we serve—particularly in terms of gender and ethnic diversity. We’re committed to changing that and strongly encourage applications from underrepresented groups.

Everyone is welcome at EMR.

Closing Date: 11 Oct 2026

Department: Customer Experience

Salary: £12,980.37 per annum rising to £14,900.09 after 6 months
Free travel EMR services and 75% discount on all other train operators

We are proud to be One Team at East Midlands Railway (EMR). We are passionate about keeping people safe, delighting our customers, doing the right thing and putting customers at the heart of our sustainable railway for the East Midlands. With over 2,600 employees, our people are the reason we are so successful, and the Sheffield team make a crucial contribution to this. 

Ten times accredited as a Top Employer and Gold accredited for Inclusive Employers Standards, we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work. 

We're recruiting for a Part Time Travel Advisor for our Nottingham Travel Centre. 

This role requires you to work Friday & Saturday + 1 Sunday in 4 - Mix of earlies starting at 4.40am and lates finishing around 22.30pm

This challenging, varied and sometimes demanding role ensures that customers receive accurate and impartial information and that they purchase the most appropriate ticket for their journey. We want our customers to leave the station feeling pleased with their ticket purchase and the fantastic service they have received from our Travel Advisors.  

Our Travel Advisors are based in the Ticket Office of the station and help customers with their train ticket purchases, travel queries, and use their expertise to offer advice and guidance on the best options for travel.   The Ticket Office is often the point of call our customers will go to for general enquiries, so you will often find yourself being their first point of contact.  Therefore, excellent communication and customer service skills are key qualities for our Travel Advisors. 

The successful applicant should also have the ability to remain calm and focused under pressure.

You would also be responsible for cashing up your till and cash handling in the cash office. 

What are we looking for?

You will be hard working and always happy to provide an amazing service with a smile!  You'll also be polite, responsible and very resilient.

Your personality plays a massive part in the level of service you provide, we want to our customers to love and remember their experience on East Midlands Trains. So if you are passionate, professional and want to make a difference to someone's day, we want to hear from you!

Providing this level of service in all circumstances, on good days and days of disruption, from the first train of the day through to ones late at night. The role is shift work based on a rota to provide customer service throughout the whole day including weekends. So you will need to be flexible in order to work the shifts at the station. There is also lone working in the ticket office at this station.

These are subject to change with timetable changes or business need. 

A working knowledge of a retail environment, ticket types and products would be an advantage but not necessary as the successful candidate will undertake full retail training in the classroom before a mentor period at the station.

As well as a competitive salary, we’ll also offer you:

• Defined benefit Pension scheme
• Free standard leisure travel on the EMR network and Train Operating Companies under Abellio & LNER
• Friends and Family discounted tickets on the EMR network
• 75% discount on national leisure travel (inc partner and dependants)
• …and many more!

To apply complete the online application and upload your CV. As we operate a blind screening process, please remove all personal information including your name from your CV. 

At EMR we want to proactively embrace diversity across our workforce and recognise that we are under-represented in terms of females and ethnic minority groups. We’re therefore taking positive steps to promote a positive and inclusive culture; we welcome applications from those that identify with these groups to better represent our communities.

Closing Date: 11 Oct 2026

Department: Customer Experience

Salary: Year 1 - £14,320.35, Year 2 - £15,115.92 Year 3 - £15,911.50
You will also receive 10% unsocial allowance

About the role

We are looking for an experienced Fleet Performance Team Manager to lead fleet performance and continuous improvement across East Midlands Railway.

At its core, this is a fleet performance and reliability role, combining rail engineering knowledge, performance management, data and Continuous Improvement (CI) to deliver measurable improvements across EMR fleets.

You will lead the Fleet Performance Strategy, turning performance issues into action through analysis, root-cause investigation, structured problem solving and targeted improvement plans. You will also build CI capability across Fleet and Operations through coaching, Lean and practical problem-solving.

Working across Fleet, Engineering and Operations, you will collaborate with Network Rail, manufacturers, maintenance suppliers and leasing companies to deliver sustainable improvements in reliability, performance and efficiency.

Key responsibilities

Fleet Performance & Continuous Improvement

• Lead Fleet Performance Improvement Plans (PIPs) across EMR fleets.
• Analyse performance to identify trends, risks, recurring issues and root causes.
• Set performance targets and ensure improvement actions are owned and delivered.
• Lead structured problem solving, process reviews and improvement workshops.
• Apply Lean and CI techniques to improve reliability, efficiency and ways of working.
• Work with Operations to address man/machine interface issues.
• Drive improvements from problem definition through to implementation, benefits realisation and sustainability.
• Embed standardised processes and share best practice across fleets.

Performance Data & Reporting

• Own fleet performance KPIs and targets, including delay minutes, cancellations, CaSL, PPM, T-3, T-15 and MTIN.
• Lead performance data collection, validation, analysis and reporting.
• Manage and improve performance systems including Compass, Control Logs, R2, Excel and Power BI.
• Validate MTIN, defect and incident data.
• Turn complex performance information into clear actions and recommendations.
• Use data to evidence improvement and benefits.

Engineering & Fleet Reliability

• Apply strong technical knowledge of rail traction and rolling stock, including design, manufacture, maintenance and operation.
• Work within relevant rail engineering standards and practices.
• Work with Fleet Engineers, manufacturers and maintenance suppliers to identify and deliver reliability improvements.
• Use rolling stock performance information and Remote Condition Monitoring data to identify and resolve reliability issues.
• Ensure improvement activity aligns with engineering, maintenance and operational requirements.

Stakeholders, Suppliers & Investment

• Build effective relationships across Fleet, Engineering and Operations.
• Work with Network Rail, manufacturers, suppliers and leasing companies to deliver joint improvements.
• Support reliability funding, claims and performance regimes with robust evidence.
• Lead fleet input into Level 2 and Level 3 delay arbitration.
• Develop fleet initiatives within the Alliance One Plan.
• Develop business cases for fleet, depot and other performance improvement investments.

Leadership & CI Capability

• Lead and develop the Performance Team, providing clear direction and priorities.
• Coach colleagues in performance management, Lean, structured problem solving and CI.
• Build capability so teams can identify and resolve performance issues themselves.
• Facilitate workshops and engage colleagues at all levels to build ownership.
• Embed data-led problem solving and continuous improvement into everyday performance management.

About You

You'll be an experienced fleet performance, engineering, reliability, business improvement or operational performance professional with a strong understanding of performance, reliability and continuous improvement.

You may have developed your experience through fleet performance, fleet engineering, reliability or continuous improvement. What matters is your ability to combine performance insight, data and structured problem solving to deliver sustainable improvement.

You'll bring:

• Experience of fleet, operational or engineering performance and using data and KPIs to drive improvement.
• Experience of root-cause analysis, structured problem solving and delivering sustainable improvements.
• An Engineering degree or equivalent relevant experience.
• Strong analytical and IT skills, particularly Excel and Power BI.
• Understanding of rail performance measures and industry performance regimes.
• Experience in Continuous Improvement, Lean, reliability improvement, business improvement or operational excellence.
• Experience setting performance targets, managing improvement activity or delivering projects.
• Strong stakeholder and change-management skills, with the ability to work across organisational boundaries.
• Experience working with partners such as Network Rail, manufacturers, suppliers or leasing companies.
• Excellent communication, facilitation and influencing skills, with the ability to turn complex information into clear actions and engage others in delivering change.

Knowledge of rail traction, rolling stock engineering and Remote Condition Monitoring would be advantageous, but is not essential for the right candidate.

A recognised Lean, CI or Operational Excellence qualification would also be advantageous.

Important Notice to Candidate: AI Use Monitoring

Please be advised that all responses to questions on this application form will be carefully monitored for indications of AI assistance. It is important to us that you are being your authentic self so please base your answers on your personal knowledge and experience.

Any detected use of AI-generated content will result in disqualification from the application process. We value integrity and transparency in all applications and appreciate your cooperation in maintaining these standards.

Supporting Our Frontline

If you're successful in this role, you'll be expected to support our frontline colleagues at some points throughout the year. This might be undertaking safety critical work, for which you'll receive training, but it could just be helping out with Customer Service when our stations are busy. We're One Team, and that means our managers step up for the frontline, not just manage from a distance. Supporting frontline colleagues is part of our DNA at EMR.

Closing Date: 13 Oct 2026

Department: Managerial/Administration

Salary: £53,561 - £61,120, dependent on experience.
Free travel on EMR services and 75% discount on all other train operators

We are proud to be One Team at East Midlands Railway (EMR). We are passionate about keeping people safe, delighting our customers, doing the right thing and putting customers at the heart of our sustainable railway for the East Midlands. With over 2,600 employees, our people are the reason we are so successful, and our employees make a crucial contribution to this.

Ten times accredited as a Top Employer and Gold accredited for Inclusive Employers Standards, we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work.

At EMR we want to proactively embrace diversity across our workforce and recognise that we are under-represented in some areas. We’re therefore taking positive steps to promote a positive and inclusive culture, and we welcome applications from everyone to help us better represent our communities.

We are looking to recruit an experienced HR professional on a temporary basis into our friendly and high performing HR team.

Here's what our Head of HR had to say about the role: https://youtube.com/shorts/FC1sUFyvDpk

This role is being brought in during a busy HR period to provide case management support to the business on all people related matters. We work in a unionised environment with complex terms and conditions and the successful candidate is going to need to be adept at resolving complex Employment Relations (ER) cases to positive resolution. In addition to ER casework, you will partner the area with the delivery and evaluation of our people strategy. We are looking for HR Advisers or BPs with ER case management experience who are ready for the next move.

This role is required to travel across the East Midlands Railway network, and we work in a hybrid way with “more time together than apart”. You will have a first-class duty travel pass on our trains for this, which will allow you to work while on the move.

As HR Business Partner you will:

• Provide coaching and training to line managers to develop their capability in managing people issues to enable optimum performance from their teams
• Ensure that employee relations cases are managed in a timely, professional and legal manner in accordance with employment legislation and business policy
• S Support the business as we apply our collective bargaining framework, including through policy development and training
• Drive the employee engagement scores for your customer base by providing support to the management teams with their action planning and providing appropriate HR interventions where required
• Assist your customers in the completion of robust succession plans and talent maps

To be successful in this role you should: 

• Be CIPD level 5 or above qualified or equivalent relevant work experience in the HR profession.
• Possess excellent communication skills, with the ability to coach, influence and negotiate at all levels whilst building long-term relationships and maintain partnerships and collaboration.
• Have a comprehensive working knowledge of employment legislation and experience of applying this in a pragmatic way to meet organisational need.
• Well-developed understanding of HR policies and the ability to update or change these (and accompanying guidance) as necessary.
• Demonstrate high levels of resilience, a “can do” attitude and enthusiasm for proactively addressing people issues.
• Ideally would have previous experience of working within Human Resources in a unionised environment as well as experience in resolving the full range of employee relations matters in a pragmatic and compliant manner.
• Be a team player and able to work collaboratively with and through others

As well as a competitive salary, we’ll also offer you:

• 32 days annual leave (including bank holidays), rising to 34 days after 2 years of service
• Free travel on East Midlands Railway and other train companies operated by Transport UK
• 75% discount on other national rail train companies, including for partners and dependants
• Discounted friends and family tickets on the EMR network
• Various personal development and progression opportunities
• Excellent pension scheme

This position is based in our Derby Head office, but we've adopted a flexible hybrid working model that creates the opportunity to work in your own way at home but also provides great spaces for in-person collaboration. The HR team usually works 3-4 days a week in the office/at our stations. 

We are open minded to applications from people who wish to have flexible working. Many of our staff work flexibly in many ways. Please talk to us at interview about the flexibility you need. We can’t promise to give you exactly what you want, but we do promise not to judge you for asking.

Informal enquiries welcome to Simone Dickens HR Manager; simone.dickens@eastmidlandsrailway.co.uk

Ready to take on this exciting opportunity? Submit your online application form and upload your CV. As we operate a blind screening process, please remove all personal information including your name from your CV.

Important Notice to Candidate: AI Use Monitoring

Please be advised that all responses to questions on this application form will be carefully monitored for indications of AI assistance. It is important to us that you are being your authentic self so please base your answers on your personal knowledge and experience.

Any detected use of AI-generated content will result in disqualification from the application process. We value integrity and transparency in all applications and appreciate your cooperation in maintaining these standards.

Supporting Our Frontline

If you're successful in this role, you'll be expected to support our frontline colleagues at some points throughout the year. This might be undertaking safety critical work, for which you'll receive training, but it could just be helping out with Customer Service when our stations are busy. We're One Team, and that means our managers step up for the frontline, not just manage from a distance. Supporting frontline colleagues is part of our DNA at EMR.

We welcome applicants from diverse backgrounds, we promote equal opportunities for all. East Midlands Railway is a non-discriminatory employer committed to the recruitment and promotion of all on the basis of ability and merit irrespective of disability, race, gender, health, social class, sexual preference, marital status, nationality, religion, employment status or age. We’ll treat your application fairly and assess you for the job based on merit and skills.

Closing Date: 11 Oct 2026

Department: Managerial/Administration

Salary: £45,000 to £53,000 per annum

We are proud to be One Team at East Midlands Railway (EMR). We are passionate about keeping people safe, delighting our customers, doing the right thing and putting customers at the heart of our sustainable railway for the East Midlands. With over 2,600 employees, our people are the reason we are so successful, and our employees make a crucial contribution to this.

Ten times accredited as a Top Employer and Gold accredited for Inclusive Employers Standards, we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work.

At EMR we want to proactively embrace diversity across our workforce and recognise that we are under-represented in some areas. We’re therefore taking positive steps to promote a positive and inclusive culture and we welcome applications from everyone to help us better represent our communities.

We have an exciting opportunity to join #TeamEMR as a Data Protection Manager. 

This pivotal role leads and manages EMR’s privacy framework to ensure full compliance with the UK GDPR, the Data Protection Act 2018, and related legislation. Providing expert, pragmatic advice and, embedding privacy by design across all business processes, and promote a strong internal culture of accountability and compliance.

Key Roles and Responsibilities

Data Protection Strategy & Governance - Own the organisation's data protection and privacy framework, ensuring compliance with UK GDPR, the Data Protection Act 2018, PECR and related legislation, and that policies, procedures and standards remain current and effective.

Advisory & Decision Support - Act as the organisation's principal source of data protection expertise, advising senior leadership and project teams on complex privacy matters, challenging proposals where risks or non-compliance arise, and embedding privacy by design across change initiatives and DPIAs.

Individual Rights & Breach Management - Own the end-to-end handling of data subject rights requests and personal data breaches, ensuring both are managed lawfully, efficiently and within statutory timescales, with regulatory notification where required.

Information Governance & Third-Party Assurance - Maintain oversight of the organisation's records of processing activities, and ensure data protection provisions are properly reflected in contracts, data processing and data sharing agreements with suppliers and partners.

Assurance, Risk & Retention - Provide ongoing assurance that data protection risks are identified, assessed and mitigated, that compliance actions are implemented, and that a robust retention and disposal framework keeps personal data held only as long as necessary and disposed of securely.

Culture, Capability & Awareness - Build organisational capability and awareness through training and campaigns, ensuring managers and stakeholders understand their responsibilities and a culture of privacy and accountability is embedded.

Regulatory Horizon Scanning - Monitor developments in data protection law, regulatory guidance and best practice, translating these into practical recommendations for the organisation.

Reporting & Governance Assurance - Produce accurate, timely reporting and management information for senior leadership, governance committees and the Board, providing assurance on compliance performance and the effectiveness of the data protection framework.

Stakeholder & Group Relationships - Build effective relationships with internal stakeholders, regulators and the Group Data Protection Officer, ensuring alignment with group-wide privacy strategy and consistent application of standards, and acting as or supporting the DPO role where required.

The above list is not exhaustive, and on occasion, the role may need to undertake other reasonable requests as required by their line manager, in line with grade and competence

All staff have a responsibility and accountability to ensure that their day-to-day activities support our commitments under the Sustainability Policy Statement and relevant management systems (e.g. ISO14001 or ISO50001); and to act in a sustainable manner and minimise impact on the environment.

About You

We’re looking for a confident and capable individual who brings:

As well as a competitive salary, we’ll also offer you:

• 32 days annual leave (including bank holidays), rising to 34 days after 2 years of service
• Free travel on East Midlands Railway and other train companies operated by Transport UK
• 75% discount on other national rail train companies, including for partners and dependants
• Discounted friends and family tickets on the EMR network
• Various personal development and progression opportunities
• Excellent pension scheme

This position is based in our Derby Head office, but we've adopted a flexible hybrid working model that creates the opportunity to work in your own way at home but also provides great spaces for in-person collaboration.

Informal enquires welcome: Stuart Dean, Information Security & Governance Senior Manager stuart.dean@eastmidlandsrailway.co.uk

We are open minded to applications from people who wish to have flexible working. Many of our staff work flexibly in many ways. Please talk to us at interview about the flexibility you need. We can’t promise to give you exactly what you want, but we do promise not to judge you for asking.

Ready to take on this exciting opportunity? Submit your online application form and upload your CV. As we operate a blind screening process, please remove all personal information including your name from your CV.

Important Notice to Candidate: AI Use Monitoring

Please be advised that all responses to questions on this application form will be carefully monitored for indications of AI assistance. It is important to us that you are being your authentic self so please base your answers on your personal knowledge and experience.

Any detected use of AI-generated content will result in disqualification from the application process. We value integrity and transparency in all applications and appreciate your cooperation in maintaining these standards.

Supporting Our Frontline

If you're successful in this role, you'll be expected to support our frontline colleagues at some points throughout the year. This might be undertaking safety critical work, for which you'll receive training, but it could just be helping out with Customer Service when our stations are busy. We're One Team, and that means our managers step up for the frontline, not just manage from a distance. Supporting frontline colleagues is part of our DNA at EMR.

We welcome applicants from diverse backgrounds, we promote equal opportunities for all. East Midlands Railway is a non-discriminatory employer committed to the recruitment and promotion of all on the basis of ability and merit irrespective of disability, race, gender, health, social class, sexual preference, marital status, nationality, religion, employment status or age. We’ll treat your application fairly and assess you for the job based on merit and skills.

Closing Date: 07 Oct 2026

Department: Managerial/Administration

Salary: £48,135 to £55,008 per annum

We are proud to be One Team at East Midlands Railway (EMR). We are passionate about keeping people safe, delighting our customers, doing the right thing and putting customers at the heart of our sustainable railway for the East Midlands. With over 2,600 employees, our people are the reason we are so successful, and our employees make a crucial contribution to this.

Ten times accredited as a Top Employer and Gold accredited for Inclusive Employers Standards, we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work.

At EMR we want to proactively embrace diversity across our workforce and recognise that we are under-represented in some areas. We’re therefore taking positive steps to promote a positive and inclusive culture and we welcome applications from everyone to help us better represent our communities.

We have an exciting opportunity to join our award-winning HR team as a HR Services Assistant.

Reporting to the HR Manager, this role is responsible for the end-to-end delivery of HR transactional services for our management teams and colleagues, adopting a continuous improvement philosophy to drive quality and efficiency. The role will provide a professional service focusing on HR processes in accordance with statutory requirements and Company policies and procedures while being the main interface between Payroll and East Midlands Railway.

Responsibilities include:

• Become the go-to expert on our terms and conditions of employment, providing first-line advice to colleagues.
• Act as the first point of contact for HR system data, supporting subject access requests and ensuring GDPR compliance.
• Work closely with the Transport UK payroll team to ensure accurate, timely pay, manage exceptions, resolve queries, and support pay awards.
• Identify and drive process improvements across HR Services, sharing best practice with the wider team.
• Liaise with third-party providers to administer employee benefits.

We are looking for:

• Demonstrable experience in a HR Services setting
• CIPD level 3 or equivalent experience
• An individual with a ‘can do’ attitude and willingness to be flexible
• Strong organisational skills and attention to detail
• Strong written and verbal communication skills
• An analytical and logical thinker who enjoys process, detail, and continuous improvement
• Confident manipulating data in excel
• Well developed use of IT systems including email, Word, Excel and ideally Microsoft forms

Shortlisted candidates will be invited to a first round of video interviews, with further shortlisted candidates progressing to face-to-face interviews.

As well as a competitive salary, we’ll also offer you:

• 32 days annual leave (including bank holidays), rising to 34 days after 2 years of service
• Free travel on East Midlands Railway and other train companies operated by Transport UK
• 75% discount on other national rail train companies, including for partners and dependants
• Discounted friends and family tickets on the EMR network
• Various personal development and progression opportunities
• Excellent pension scheme

This position is based in our Derby Head office, but we've adopted a flexible hybrid working model that creates the opportunity to work in your own way at home but also provides great spaces for in-person collaboration.

We are open minded to applications from people who wish to have flexible working. Many of our staff work flexibly in many ways. Please talk to us at interview about the flexibility you need. We can’t promise to give you exactly what you want, but we do promise not to judge you for asking.

Ready to take on this exciting opportunity? Submit your online application form and upload your CV. As we operate a blind screening process, please remove all personal information including your name from your CV.

Important Notice to Candidate: AI Use Monitoring

Please be advised that all responses to questions on this application form will be carefully monitored for indications of AI assistance. It is important to us that you are being your authentic self so please base your answers on your personal knowledge and experience.

Any detected use of AI-generated content will result in disqualification from the application process. We value integrity and transparency in all applications and appreciate your cooperation in maintaining these standards.

Supporting Our Frontline

If you're successful in this role, you'll be expected to support our frontline colleagues at some points throughout the year. This might be undertaking safety critical work, for which you'll receive training, but it could just be helping out with Customer Service when our stations are busy. We're One Team, and that means our managers step up for the frontline, not just manage from a distance. Supporting frontline colleagues is part of our DNA at EMR.

Closing Date: 06 Oct 2026

Department: Managerial/Administration

Salary: £31,903

We are proud to be One Team at East Midlands Railway (EMR). We are passionate about keeping people safe, delighting our customers, doing the right thing and putting customers at the heart of our sustainable railway for the East Midlands. With over 2,600 employees, our people are the reason we are so successful, and the Station team make a crucial contribution to this.

Ten times accredited as a Top Employer and Gold accredited for Inclusive Employers Standards we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work.

About the Role

We’re looking for an experienced and driven IT Service Delivery Manager to lead our Service Delivery function and ensure our people have the reliable, secure and effective technology they need to do their jobs.

As part of the IT Senior Management Team, you’ll lead a team of Service Delivery Support Engineers delivering high-quality 1st and 2nd line IT support across the business. You’ll combine strategic thinking with hands-on leadership, driving service improvement while ensuring day-to-day IT services remain responsive, efficient and customer-focused.

This is a key role in shaping our Service Delivery strategy, improving the end-user experience and ensuring our technology environment remains secure, compliant and fit for the future.

Key Responsibilities

• Lead, develop and motivate the Service Delivery team, setting clear objectives and driving high standards of performance and customer service.
• Develop and deliver the IT Service Delivery strategy and roadmap, aligned with wider business and IT objectives.
• Own Incident, Request, Change and Problem Management processes, ensuring agreed SLAs and service standards are consistently achieved.
• Oversee the lifecycle of end-user technology, including PCs, laptops, mobile devices, software and associated suppliers.
• Drive continuous service improvement, identifying opportunities to enhance systems, processes and the end-user experience.
• Manage Service Delivery budgets, suppliers and external technical support relationships.
• Provide clear reporting and insight to senior IT leadership through regular service dashboards and performance updates.
• Work closely with Information Security to ensure the end-user environment remains secure, compliant and aligned with relevant standards.
• Support major IT projects and digital transformation initiatives, including system implementations, upgrades and end-user technology change.
• Act as the senior technical escalation point for the Service Delivery team, including participation in out-of-hours escalation.

About You

You’ll be an experienced IT Service Management professional and people leader with a strong technical background and a genuine passion for delivering excellent service and continuous improvement.

You’ll ideally have:

• Proven experience managing an IT Service Delivery/Service Desk function within a complex organisation.
• Strong leadership, communication and stakeholder management skills.
• ITIL experience/qualification, with a good understanding of IT service management best practice.
• Experience delivering significant IT change and digital transformation across a large user environment.
• Strong knowledge of Microsoft technologies, end-user computing and Service Desk platforms, with an understanding of VMware, Citrix and MDM technologies.
• Awareness of ISO 27001/27701, GDPR, information security and compliance requirements.
• Experience managing budgets, suppliers and business cases.
• A strategic, innovative mindset with an interest in cloud, SaaS and digital-first technology solutions.
• The ability to move confidently between strategic planning and operational delivery.
• Experience within the railway, transport or a similarly complex operational environment would be advantageous.

Why Join Us?

This is an exciting opportunity to play a key role in shaping the future of IT Service Delivery, leading a talented team and delivering technology improvements that directly support our people and wider business.

If you’re a customer-focused IT leader who enjoys making a difference, improving services and delivering meaningful change, we’d love to hear from you.

Please note - this role requires you to be in Derby 2-3 times per week 

Frontline Support Requirement If you're successful in this role, you'll be expected to support our frontline colleagues at some points throughout the year. This might be undertaking safety critical work, for which you'll receive training, but it could just be helping out with Customer Service when our stations are busy. We're One Team, and that means our managers step up for the frontline, not just manage from a distance. Supporting frontline colleagues is part of our DNA at EMR.

At EMR we want to proactively embrace diversity across our workforce and recognise that we are under-represented in terms of females and ethnic minority groups. We’re therefore taking positive steps to promote a positive and inclusive culture; we welcome applications from those that identify with these groups to better represent our communities.

Closing Date: 04 Oct 2026

Department: Managerial/Administration

Salary: Circa £55,000
Including Free travel on EMR services and 75% discount on all other train operators

We are proud to be One Team at East Midlands Railway (EMR). We are passionate about keeping people safe, delighting our customers, doing the right thing and putting customers at the heart of our sustainable railway for the East Midlands. With over 2,500 employees, our people are the reason we are so successful and the Fleet Delivery team make a crucial contribution to this. Ten times accredited as a Top Employer, we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work.

At EMR we want to proactively embrace diversity across our workforce and recognise that we are under-represented in terms of females and ethnic minority groups. We’re therefore taking positive steps to promote a positive and inclusive culture; we welcome applications from those that identify with these groups to better represent our communities. 

We have an exciting opportunity to work at #TeamEMR as a Fleet Delivery Team Member. Reporting to Fleet Delivery Team Leader, you will contribute to EMR's set targets and quality standards to ensure our trains are delivered to customers safely and on time. 

As Fleet Delivery Team Member you will:

• Serve as the primary contact for EMR at Cricklewood, facilitating seamless communication among Drivers, Control, Cleaning team members, and external parties. 
• Execute cleaning duties as required for EMR at both Cricklewood and London sites.
• Proficiently manage fuel line operations and depot equipment. 
• Prioritise safety and maintenance of the work environment, implementing weather precautions when necessary. 
• Demonstrate commitment to defined quality and safety standards in all tasks. 
• Embrace a flexible schedule, including regular night shifts in an outdoor setting. 
• Contribute to special projects and handle additional tasks as needed.

To be successful in this role, you will need to demonstrate:

• Demonstrate strong time management and reliability. 
• Excel in both team collaboration and individual work to achieve set targets, with a proactive approach when needed. 
• Uphold persistent commitment to ensuring a safe working environment in all activities. 
• Possess basic IT skills and familiarity with Microsoft programs. 
• Showcase effective organisation skills, managing and prioritising your workload efficiently.

Whilst it would be ideal if you are already familiar with the importance of servicing and delivery in a railway depot setting, we would welcome your application if you have a background working in similar quality-focussed, safety and operational environments. Knowledge of Designated Person and Personal Track Safety for depot operations is preferable, but not essential as training can be provided for the right candidates.

Our depots operate 24/7, and you will work a regular pattern of night shifts, for which you will receive a shift allowance. You will also need to live within 60 minutes’ travelling time of the depot or be prepared to re-locate if offered the role. This is a safety-critical role and as part of the recruitment process, you will need to pass online psychometric testing and a company medical, which includes drug and alcohol screening and colour vision testing.  

As well as a competitive salary, we’ll also offer you:

• Excellent Railway Pension scheme
• Free standard travel on East Midlands Railway and Train Operating Companies under Transport UK
• Friends and Family discounted Tickets on the EMR Network
• 75% discount on National Travel (inc partner and dependants)
• Various training opportunities
• …and many more!

Closing Date: 04 Oct 2026

Department: Engineering

Salary: £25,024.34.13 rising to £31,280.42 after 6 months + London Allowance + Shift Allowance