SERVICE DELIVERY EXPERT

Job Overview

The Service Delivery Expert, with a minimum of 7 years' technical and management experience, shall report to and support the Service Delivery Manager (SDM) with tasks related to the pre-launch and Commercial phases of the Operations and Maintenance (O&M) Contractors' activities to ensure that all the contractual requirements are fully met.

When requested by the SDM, the SDE shall participate in the activities related to launching of the service, trains, station, depot, control center inspections, audits, KPI monitoring, attendance to accidents and emergencies and the ongoing day to day delivery of safety and excellence in passenger service in accordance with the KPI Regime and best practice.

Responsibilities And Duties

As part of the Metro Services Delivery Team:

• Support and report to the SDM on all pre-launch Metro Service activities.
• Support and report to the SDM on the initial set-up and mobilisation of the O&M
• Contractors.
• Participate in the O&M Contractor’s compliance with the Contract and to the client's satisfaction.
• Measure progress of the O&M Contractors against contractual milestones.
• Evaluate and adjust performance regime where required.
• Responsible for tracking and analysing deviations to targeted performance.
• Report to the Service Delivery Manager on any Service Delivery issues.
• Support and report to the SDM on Trial Operations.
• Propose and implement successful corrective measures to improve the performance of the Metro System.
• The Service Delivery Expert will also be expected to undertake the following tasks under the supervision of the SDM:
• Review O&M Contractor’s documentation, including but not limited to, Rulebook,
• Plans, Operations and Maintenance Procedures and Work Instructions.
• Perform Site Inspection visits to evaluate Operational Readiness.
• Undertake O&M Contractor’s Training Observations.
• Oversee Testing and Commissioning (T&C) activities.
• Support during the Commercial phase.
• Support additional activities as directed by the SDM.
• Participate in the activities related to the launch of the service
• Conduct trains, station, depot and control centre inspections and draft related reports
• Monitoring, review and evaluation of KPIs.
• Attendance to incidents, accidents and emergencies as directed by the SDM.
• Support the SDM in the ongoing delivery of safety and excellence in passenger service in accordance with the KPI Regime and best practices.
• Undertake and support the SDM in any other tasks, as directed by the SD
  
  

Qualifications

• Degree or equivalent in the relevant discipline (desirable)
• A minimum of 7 years of rail operations (mandatory)
• Experience in personnel and stakeholder management (desirable)
• Professional Qualification in Project Management (PMP/APM) (desirable)
• Member of Chartered Institution of Railway Operators (MCIRO) (desirable)