Jarrod's Journey at Transdev Sydney Ferries – collaborative approach to drive operational excellence

In the complex world of public transport where every minute counts and every operational decision links into the next, leadership that fosters cooperation and innovation becomes crucial.

Meet Jarrod Graham , a dynamic leader with a journey at Transdev Sydney Ferries that exemplifies the power of collaboration and strategic vision in driving operational excellence.

Jarrod embarked on his journey with Transdev Sydney Ferries in June 2022, assuming the role of General Manager Operations. Charged with the mission of enhancing operational performance, he quickly became an enthusiast for change and a drive to strengthen the culture of efficiency and collaboration.

In February 2023, Jarrod took on the additional responsibility of overseeing Balmain Shipyard. Recognising the symbiotic relationship between operations and assets, Jarrod was committed to fostering a unified team culture, bridging the gap between these vital departments. The strategic integration, together with some key initiatives, contributed towards numerous achievements, particularly around the enhancement of operational efficiency.

“Our collaborative approach not only met, but exceeded, expectations, setting new standards for operational excellence. We had the largest summer passengers on record in December 2023 and January 2024 with minimal delays and disruptions. We also met 100% of all Operational and Assets contract KPIs for 18 months continually, and I couldn’t thank enough our people for their hard work and support”, says Jarrod.

Another highlight in the first half of 2024 has been the introduction of the new Australian-designed and built Parramatta River Class vessels. These seven new vessels signify a considerable step forward in vessel reliability and accessibility for our customers. However, integrating new vessels also comes with its challenges.

“Introducing new vessels requires extensive consultation with crews and stakeholders, training, trials, and risk assessments, while not impacting our regular services.

Jarrod says, "It also involves retiring older vessels, such as the SuperCat and RiverCat classes, which have gained a special place in the hearts of our customers and the community, so it’s important to recognise this emotional attachment and work closely with our client, Transport for NSW, unions and other stakeholders, to ensure we get the best outcome.”

Talking about customers, Jarrod highlights the importance of the maintenance team, often working behind the scenes, to ensure smooth operations. “Every maintenance task, whether it's fixing a window, addressing a malfunctioning component, or optimising the plumbing system, directly impacts the customer experience”.

For vessel reliability and availability, the implementation of updated Enterprise Asset Management (EAM) has digitally widened the capacity to schedule and track maintenance plans. This has significantly improved planning capability for Balmain Shipyard as the team is on track to achieve the target of 60% planned maintenance and 40% corrective maintenance by the end of 2024. The Work Order Backlog numbers reduced significantly and continue to trend down below target. These initiatives also contributed for an improvement in Balmain Shipyard’s in-house capabilities and consequently decrease in contractor requirements.

Jarrod says that “By prioritising preventive maintenance, we aim to have a more reliable fleet, which translates into more vessel availability for our Controllers and Operations teams, and consequently more reliable services for our crews to provide a good customer service and keep improving the customer satisfaction.”

While Jarrod's leadership demonstrates a commitment to excellence, innovation, and collaboration, he stresses that all the remarkable results could not be possible without the ongoing dedication of his teams who are dedicated to deliver a safe and reliable service, day-in and day-out.

“When I look to the future,”, Jarrod reflects, “I see a united and strong team, driven by a shared vision of sustained growth and the relentless pursuit of delivering world-class customer service."