Senior Delivery Manager - Passenger Assist

What is the purpose of this job? Passenger Assist is the system that enables passengers to request and book assistance when travelling by rail. The Passenger Assist Programme seeks to improve the system and the service, by collaborating with RDG’s technology provider and train operating companies to deliver key enhancements. The programme is focussed on improving the customer experience with the overarching goal of creating a more accessible railway for all. The Delivery Manager role holds overall responsibility for managing the product development delivery process, ensuring alignment with strategic objectives and programme requirements. They oversee the day-to-day delivery of functionality being delivered within the roadmap. What can I expect to do in this job?

This is not an exhaustive list, but things you can expect to be involved with include:

Team and Project Management

• Manage and coordinate end-to-end delivery of selected workstreams within the Passenger Assist programme of work.
• Provide end-to-end delivery and project management capability from initial scoping through to transition to live service deployment.
• Plan the scope of approved releases into sprints, working closely with the development team and the supplier.
• Track progress within sprints, identify and report any delays or changes, and adjust plans as necessary to meet deadlines.
• Act as Scrum Master for main Agile ceremonies.
• Manage the delivery activities in line with the Service Development Lifecycle (SDLC) delivery team to drive progress, minimise rework, and resolve issues efficiently.
• Facilitate clear communication and collaboration within the team.
• Track the status of the programme delivery plan, deliverables, risks, issues, and blockers as aligned to the roadmap.
• Maintain up-to-date records and provide regular status updates to stakeholders.

Lead unblocking activities, implementing effective solutions where possible or manage escalations to the Programme Manager when necessary. Review and manage delivery workload and capacity to ensure optimal resource utilisation and timely delivery of milestones. Communicate any resourcing needs to the Senior Project Manager. Process and Commercial Oversight Define and design the end-to-end delivery (including development) process in line with the SDLC. Ensure ongoing maintenance and continuous improvement throughout the SDLC (i.e., SIPOC if applicable). Support Programme/Senior Project Manager to ensure all commercial agreements and contracts support delivery objectives. Lead transition activities from the project phase to live service and Business-as-Usual (BAU) operations. Work with Service delivery to ensure a seamless handover and minimal disruption to the service during transitions. Ensure the quality and accuracy of the change tracking artifacts, including regular updates to reflect enhancements brought forward by new functionality. Work with internal and external suppliers and other stakeholders to accurately estimate effort and costs for the development of any new functionality within the roadmap. Ensure estimates are provided with the appropriate level of accuracy, confidence, and contingency working alongside the Commercial Lead. Contribute to reprioritisation of the programme roadmap as part of the leadership team and driving those changes forward throughout all stages of the SDLC. Stakeholder Engagement and Supplier Management Maintain regular engagement with User Groups when required in coordination with the Business Relationship Lead. Understand and represent user needs and product features and limitations to ensure the roadmap delivers on both customer and TOC expectations. Ensure the delivery aligns with user expectations and requirements. Manage the delivery approach of key suppliers, ensuring their performance meets programme expectations. Conduct regular delivery reviews and manage supplier relationships effectively. Evaluate and mitigate risks associated with releases. Who will my key contacts be? Internal Passenger Assist programme team Passenger Assist service delivery team Architecture Quality assurance team External Technology suppliers Train Operating Companies Key Deliverables Approved In scope / Out of scope definition for future change request production as part of the SDLC Comprehensive delivery plan outlining milestones, timelines, and resource allocation. Updates to RAID log to monitor and manage potential threats to delivery. Oversight of the End-to-End delivery processes and workflows (i.e., SIPOC) Updates to Status Report, detailing progress, risks, issues, and upcoming milestones. What experience, skills and knowledge do I need? At least three years’ experience of being a Delivery Manager or Project Manager within complex programmes Experience working with programme teams and technology specialists in the creation of digital consumer products (e.g. websites and apps). Strong communication skills, both written and oral, including creating detailed reports, and comprehensive documentation Proactive and comfortable working through ambiguity Ability to present a compelling narrative with data to influence stakeholders and implement change A strong customer first mindset Detail focussed Experience developing and driving delivery of a roadmap Task management of a team, ideally in a matrix model. Ability to direct, steer, support, and mentor colleagues. Experience working with agile delivery teams to plan and deliver work packages Ability to manage conflicting time and resource pressures and deal with the relevant matrix teams to resolve them. Hands-on approach, not just theoretical. Strong work ethic with a real commitment to continuous improvement and working as a team Experience delivering change within product environments and/or established live service Why Work for RDG?

We offer a highly competitive package, including:

75% off rail travel for personal and family use, plus international rail discounts. 30 Days annual leave (plus buy/sell options and additional leave for key life events)

• Season ticket loan for commuting costs.
• Enhanced family leave – 30 weeks full pay for maternity, adoption, surrogacy, and shared parental leave.
• Pension scheme – up to 11.58% employer contribution.
• Private medical insurance (AXA PPP) including mental health and specialist care.
• Discounted gym membership and access to wellbeing programmes.
• Career Development & Progression

You’ll be part of a team driving innovation at a national scale, with the opportunity to influence long-term ticketing strategy. This role provides real ownership, the chance to work with leading-edge technologies and partners, and visibility at senior levels across the rail industry. You’ll also gain wide exposure to transport and government stakeholders, opening up exciting development and progression opportunities within RDG.

• Apply Now & Shape the Future of UK Rail

If you are interested in joining RDG as a Lead Solution Architect and shaping the future of digital ticketing, we’d love to hear from you! Click Apply now to start your application and be part of a team that is leading digital innovation in the rail industry. Please note that we are unable to consider applications from candidates who require visa sponsorship to work in the UK.