Job details

Various locations

Sorry, this vacancy is now closed

Planning and Resilience Manager- Internal Applicants Only
Various locations
Contract type
Service proposition
Closing date

Please only apply for this role if you are a current Heathrow Express Employee

This role provides a key lead to the Train Services Team, contirbuting to a safe, resilient and reliable operation and an overview of performance at Heathrow Express, via daily delivery and KPIs.
There are On Call duties as part of the senior out of hours roster and be responsible for the HEx input into SPIRs and close out HEx actions.

Overall purpose of the role and key accountabilities:

  • Responsible for HEx input into the GWR planning and timetabling process for HEx services
  • Responsible for HEx track access agreement with Network Rail and HAL Rail
  • Responsible for coordinating with GWR for performance negotiations with NR
  • Responsible for HEx Incident Response planning and resilience
  • Responsible for maintaining and updating HEx suite of emergency planning documents

Technicial aspects of the role:

  • HEx lead user of TRUST and knowledge of other performance software (Bugle/Voyager Plan/TMIS).
  • Knowledge of timetable planning processes
  • High level ability to plan for cross functional events, apply process discipline and attention to detail
  • Use of Excel and other Microsoft Office tools


  • Oversee analysis for the performance of the timetable. Provide KPI's and analysis to senior stakeholders across the business on key trends and events that have impacted on the train performance. Using effective communication, advise the HEx SLT of any underlying performance issues
  • Ensure that robust and jointly agreed contingency plans and programmes are in place and remain effective and understood through a regime of test, audit and review. Develop and maintain business resilience and preparedness plans, procedures and activities
  • Lead Hex input in working with GWR, NR and HAL to develop possession access, short term planning and strategic planning for future operations / commercial changes
  • Validate alterations to the HEX train timetable in relation to engineering works, special events or other causes of amended timetables as produced by GWR. Produce amendments to Concierge working diagrams
  • Build, develop and maintain effective relationships with business partners (NWR, HAL, FGW, BTP etc.) and other agencies, such as emergency services, local authorities, and community groups to ensure robust and correct emergency and contingency plans, policies and procedures are in place
  • Ensure that adequate training and practice is available for relevant parties. Where required, work with wider business partners and external agencies to develop drills and exercises to maintain operational "freshness" and fitness for purpose

Experience and Qualifications

  • Experience in a rail operations environment
  • Experience/working knowledge of performance regimes, NR interfaces
  • Working knowledge of resourcing systems and applications
  • People leadership skills, proven track record of motivation and team leadership
  • Proven experience in contingency planning and strong communication skills
  • The management of incident and investigation handling
  • Demonstrable knowledge of timetable planning processes

Our Behaviours

At Heathrow Express, the way we behave is equally as important as what we achieve. Everyone needs to ensure they support our values which guide our decisions in the way we work. Our behaviours show us what good looks like on a day to day basis, and are the everyday demonstration of our values.

Core Behaviours: Work as a team, Focus on Results, Look after our Customers, Build Relationships, Take ownership, Look for improvements

Leadership behaviours: Drive change, Think Stragically

There are five levels of behaviour that should be displayed when working as a team, with other teams across Heathrow Express and with our customers and suppliers. Not all levels are appropriate for every role, and the levels may differ depending on the behaviour. These levels will be discussed and agreed as part of the performance management process and/or as part of a regular meeting with the role’s line manager.