Job Description

Control Resilience & Improvement Manager

Application Deadline: 1 June 2026

Department: Operations

Employment Type: Permanent - Full Time

Location: Head Office - Birmingham

Reporting To: Alex Curtis

The Control Resilience and Improvement Manager plays a key role in strengthening the operational resilience and day-to-day readiness of WM Trains’ Control function. Acting as a central link between Planning, Fleet, Stations, and Traincrew, the role focuses on identifying and mitigating short-term risks to train service delivery.

This position is responsible for developing and implementing contingency strategies, driving continuous improvement of Control standards and processes, and ensuring the team is prepared to manage service disruption effectively. It is a hands-on, forward-looking role that requires both strategic thinking and strong operational awareness.

The role holder will act as a subject matter expert within operational forums and provide deputy support to the Head of Control when required.

Key Responsibilities

• Maintain a 7–10 day readiness forecast, identifying risks across fleet, crew, events, planning changes, and infrastructure.
• Work daily with Fleet, Stations, Resources, Planning, and Control to identify and reduce short-term service risks.
• Escalate significant risks to senior stakeholders, clearly outlining impacts and recommended actions.
• Develop and review contingency plans and alternative service plans to support resilience during disruption.
• Support consistent, structured approaches to service recovery.
• Lead learning from incidents, including reviews and tracking follow-up actions.
• Review and improve Control-related standards and procedures with relevant teams.
• Promote a safety-led, performance-focused culture with clear accountability and continuous improvement.
• Represent Control at key operational forums and reviews.
• Provide clear operational input into cross-functional planning and readiness meetings.
• Step in for the Head of Control when required, supporting leadership and decision-making.
• Act as a subject matter expert, raising standards through best practice and continuous improvement.
• Carry out other duties in line with the role to support business needs.

Skills, Knowledge and Expertise

• Strong understanding of rail operations, including routes, traction, depots, and safety procedures.
• Experience identifying and managing short-term service risks, ideally within a Control environment.
• Good knowledge of traincrew terms and conditions and how they impact service delivery and planning.
• Able to use data tools (e.g. Power BI, TRUST, Tyrell, Integrale, CFF, CCIL) to support decisions and assess risk.
• Confident communicator who can influence stakeholders and present information clearly.
• Experience developing and improving operational standards, processes, or contingency plans in a rail setting.
• Well organised, able to prioritise under pressure, and take a proactive, structured approach to work.
• Proficient in Microsoft Office, particularly Excel and PowerPoint, with the ability to create clear reports and presentations.

To ensure continuity and an effective delivery of service, successful candidates will be required to commit to a minimum 14-month period in role after achieving competence. This also includes existing colleagues who move by internal promotions and transfers. This time allows our future colleagues to support personal career development by allowing time to build strong knowledge and expertise.

Benefits

• A defined benefit pension from day 1 – one of the best in the UK.
• Free travel on all London Northwestern and West Midlands Railway services for you, your spouse/partner, and dependents.
• 75% off all other train operating companies for you, your spouse/partner, and dependents.
• 8 Friends and Family Day passes to gift per annum on our network.
• A 24/7 Virtual GP service for you and your household.
• Our Employee Assistance Programme (EAP)- A confidential employee benefit that supports you with personal or work-related issues affecting your home life, work life, health, or wellbeing
• Our cycle to work scheme with Evans Cycles.
• A retail discount portal- offering savings, discounts and cashback at over 800 retailers and restaurants.