Service Controller

Auckland One Rail (AOR) is looking for a highly organised and solutions-focused Service Controller to join our Service Delivery team. This is a fast-paced operational control role where no two shifts are the same. You will play a key part in coordinating train services, crew, fleet movements, and disruption management across Auckland’s passenger rail network.

Working closely with Train Control, Fleet Control Centre, Train Service Managers and frontline crews, you’ll help ensure services operate safely, efficiently, and with customer experience at the forefront.

This role will be based predominantly at our Auckland One Rail Operations Centre (AROC) in Ellerslie, as well as our Maungawhau CBD location on an ad hoc basis.

About the role

As a Service Controller, you will monitor and coordinate daily rail operations across the Auckland suburban network. You’ll be responsible for responding to operational changes in real time, managing service disruptions, supporting crew allocation, and ensuring accurate communication across multiple stakeholders. This role sits at the centre of live rail operations and requires calm decision-making, strong communication skills, and the ability to perform under pressure.

Key responsibilities

• Coordinate daily train service operations and fleet movements
• Work closely with KiwiRail Train Control and internal operational and communications teams
• Manage service disruptions, delays, cancellations, and action prescribed contingency plans
• Coordinate crew allocations and on-the-day roster changes
• Monitor network performance and maintain accurate operational reports
• Communicate operational changes to train crews, customer service teams, and stakeholders
• Support disruption recovery and alternative transport arrangements
• Assist with incident reporting and operational investigations
• Contribute to continuous improvement initiatives across network operations.

Requirements

We’re seeking someone who thrives in a dynamic operational environment and can confidently manage competing priorities.

Ideally you will have:

• Experience in transport, logistics, operations control, or service coordination
• Strong problem-solving and decision-making skills
• Excellent written and verbal communication skills
• The ability to work effectively under pressure in a live operational environment
• The ability to work autonomously without prompting 
• Strong computer and data entry skills
• A customer-focused mindset
• Experience in rail operations or a safety-critical environment (advantageous)
• Ability to work a rotating 24/7 roster including public holidays and weekends.

Why join Auckland One Rail?

At AOR, safety, teamwork, integrity, and respect are at the heart of everything we do. You’ll be joining a collaborative operational team that plays a critical role in delivering Auckland’s passenger rail services every day.

This is an opportunity to build a long-term career in a complex and rewarding operational environment where your contribution directly impacts the travelling public.

Apply now

If you’re ready to be part of a high-performing operational team and thrive in a fast-moving environment, we’d love to hear from you.

Benefits

• Free Train Travel: Enjoy complimentary train travel on Auckland passenger trains.
• Travel Discount: Nominate a person and up to 3 dependents for train travel discounts.
• NZ Railways Trust Membership: Benefit from discounted holiday accommodation, medical reimbursements and other discounts.