Service Delivery Manager - Whistler, BC

Keolis America, Inc.; Whistler; On-site; CAD 90,000 - 100,000; Full time

Benefits offered by this job

Extended Health and Dental Benefits

Job summary

Keolis Canada is seeking a Service Delivery Manager to oversee Sea to Sky regional transit operations, guiding a team of operators and staff to deliver safe, reliable services per contract parameters. You will report to the General Manager and drive safety culture, performance, and collaboration with partners.

The role requires 5+ years in transit/operations leadership, unionized workforce management, budgeting and reporting, and strong communication and analytical skills.

Qualifications

• Minimum 5 years leadership experience in transit, transportation, logistics, or similar operations.
• Experience managing unionized employees and collective agreements.
• Experience managing budgets, forecasting, and performance reporting.
• Proficient with Microsoft Office Suite and reporting systems.

Responsibilities

• Lead and develop a team of transit staff to meet service objectives. Ensure safety, compliance, and adherence to policy.
• Direct service delivery across conventional, custom, and paratransit operations with routing, dispatching and scheduling oversight.
• Coordinate with BC Transit, municipalities and stakeholders; monitor KPIs and drive continuous improvement.

Skills

Leadership

Communication

Analytical thinking

Time management

Education

Business/Operations degree or equivalent

Tools

Microsoft Office

Job description

At Keolis you belong to a world-class team of innovators and industry leaders who are passionate about getting people Safely Home. You’re a people mover and a difference-maker, living by a set of shared values, entrusted to safely transport people to and from their destinations. Our culture is driven by inclusivity and people who are empowered, proud, and believe in the power of a positive attitude.

We look for people who have a safety-first mindset, who are collaborative leaders, who deliver on their commitments, who empower and engage their employees to achieve great things, and who believe in inclusion.

Reporting to the General Manager, the Service Delivery Manager is responsible for implementing, monitoring and reporting of all conventional, custom & para-transit service activities for Keolis operation in Sea to Sky Region. The SDM provides direction to Transit Bus Operators and other staff to ensure that transit service is delivered to the community as per BC Transit policy/contract parameters and company expectations.

Knowledge and Experience

• Post-secondary education in Business Administration, Transportation, Operations Management, or related field, or equivalent experience.
• Minimum 5 years leadership experience in transit, transportation, logistics, or similar operations.
• Experience managing unionized employees and collective agreements.
• Experience managing budgets, forecasting, and performance reporting.
• Proficient with Microsoft Office Suite and reporting systems.

Skills

• Exceptional leadership, coaching and employee development skills.
• Strong communication and relationship-building abilities.
• Advanced analytical problem-solving and decision-making skills.
• Outstanding organizational and time-management abilities.

Key Accountabilities

Team Leadership & Employee Development

• Inspire, coach, mentor, and support a team of dedicated professionals to achieve operational and business objectives.
• Ensure employees understand and comply with company policies, procedures, and performance expectations.
• Foster a culture of safety, accountability, collaboration, and continuous improvement.
• Support employee development, performance management, coaching, and labour relations activities.
• Participate in union contract administration and collective bargaining activities as required.

Service Delivery & Operational Management

• Direct and oversee all conventional, custom, and paratransit service delivery activities within the Sea to Sky operation.
• Manage daily operational functions including dispatching, routing, scheduling coordination, and service performance monitoring.
• Monitor key performance indicators and implement corrective actions to address operational issues and improve service delivery.
• Direct investigations and resolution of customer complaints, service disruptions, and operational incidents.
• Collaborate with Maintenance and other departments to ensure safe, reliable, and efficient transit operations.

Stakeholder Relations, Compliance & Business Performance

• Serve as the primary liaison with BC Transit, municipalities, community stakeholders, and external service providers on operational matters.
• Plan, develop, and implement health, safety, security, and regulatory compliance programs and initiatives.
• Assist with procurement activities, contract administration, and vendor negotiations within delegated authority.
• Develop, manage, and monitor operational budgets, forecasts, and performance reports.
• Recommend capital expenditures, operational improvements, and strategic initiatives that enhance service effectiveness and efficiency.
• Salary Range: $90,000 - $100,000 annually
• Extended Health and Dental Benefits

About Keolis:Keolis Canada is a leader in public transportation, with over 2,000 employees dedicated to providing safe, reliable, and sustainable multimodal mobility solutions across the country. Committed to operational excellence, innovation, and customer experience, the company actively contributes to making travel more accessible and efficient, while creating a positive impact on communities and the environment.

A subsidiary of the Keolis Group, a global company owned by SNCF (70%) and the Caisse de dépôt et placement du Québec (CDPQ) (30%), Keolis Canada benefits from the expertise of a group operating in 13 countries, with nearly 70,000 employees and revenue of 7.7 billion euros in 2025.