Head of Ops/Operation Manager

Job Description:

Job Title: Head of Ops

Company: Arriva Road Transport Services

Salary:£60k-£75k

Location: Derby

Hybrid Working 

Main purpose of the position

Arriva is one of the largest transport services organisations in Europe, employing more than 40,000 people and delivering more than 2.2 billion passenger journeys across 11 European countries every year. We have strong roots dating back to 1938, an ambitious growth agenda, and a continuously developing relationship with I Squared Capital, who acquired Arriva in 2024.

Arriva Road Transport services (ARTS) is a commercial business that sits within the Arriva Rail Services portfolio within Arriva UK Trains. ARTS is a market leading rail replacement and transport solutions provider across the UK, partnering with Train Operating Companies (TOCs) and commercial businesses to provide pre planned and emergency transport for engineering works, staff and passenger movements and special events.  After securing contracts with it’s current customer portfolio, ARTS is looking to expand it’s presence in current markets across the UK such as rail replacement, taxi operations, and special events as well as invest in the business to grow for the future.  

The remit of the Head of Operations is to oversee the management of Transport Solutions across the Arriva UK Train Operating Companies, and external contracts.  It will incorporate oversight of daily activities to ensure efficient and productive delivery to target and budget, safely and compliantly. Business planning, resourcing strategy, process improvements, budget management, target setting and tracking, stakeholder, client and supplier management.

Direct responsibilities

• Business Planning, and supporting the ARTS Director in diversification & growth
• Operational Delivery, day to day business and management of supply chain and relationship management
• Ensure team overall performance & productivity are in line with delivery targets
• Safety and operator management & compliance
• Team leadership and management of operational meetings, line management of delivery teams
• Business & process improvement, review of ARTS SLA performance and improvements.  Collaborate on strategies to maintain and enhance overall service levels
• Contract and relationship management of internal/external clients, including  escalation of complaints
• Reporting & KPI’s and data analytics to inform and drive business decisions,
• People Management, including recruitment, development sickness & absence, succession, disciplinary and recruitment processes
• Actively contribute to responses for new tender opportunities
• Drive the implementation of the ARTS digitisation roadmap
• Budget management, working with Head of Finance

Knowledge, skills and experience

Educated to GCSE level as a minimum

Experience of managing a Rail Replacement operation is desirable

Proven experience and knowledge of passenger transport operations

Management of large stakeholders internally & externally

Experience of people management

Experience of managing contracts to delivery targets and SLA’s

Leading others and maintaining high employee engagement

Capable and willing to motivate teams

Ability to work on multiple tasks and prioritise workload appropriately

Self motivated and driven

Analytical thinking & data interpretation

Highly organised and ability to manage multiple priorities

IT literacy, including Microsoft Word, Excel, Publisher, Powerpoint

Success criteria and indicators

Sourcing new business to support diversification strategy

Growing, maintaining and developing supplier relationships

Commercial Contract Management

Leading & Developing high performing teams

Growing organically in line with business objectives in appropriate accordance with economy and operating environment

Achieving personal and business objectives

Demonstrates and lives by the company values

Understanding of Rail Industry (desirable not essential)

Stakeholder relationships

UK Trains  

ARTS Director

ARTS Head of Finance

ARTS Management teams

ARTS Supplier network

Head of Safety (Rail Services)

External clients and industry networks