Service Delivery Manager

Pulhams Coaches Limited; Bourton-on-the-Water; Remote; GBP 55,000 - 70,000; Full time

Benefits offered by this job

Two free bus travel passes

Pension scheme

Lifestyle benefits

Employee Assistance Programme

Career development opportunities

Job summary

Pulhams Coaches Limited is seeking a Service Delivery Manager to lead the operational delivery of its local bus and home-to-school services from its Bourton-on-the-Water base. You will ensure safe, efficient and compliant operations while delivering exceptional customer service and strong colleague engagement.

You will lead Schools & Service Controllers, support driving teams, and collaborate with Commercial, Engineering, Compliance and Allocations to maintain route knowledge, risk assessments

Qualifications

• Proven leadership and people management experience in a transport/operational environment.
• Strong verbal and written communication skills.
• Ability to make informed decisions in a fast-paced operational setting.

Responsibilities

• Lead the day-to-day delivery of local bus and home-to-school services, ensuring safe, reliable and efficient operations.
• Line manage the driving team, providing leadership, coaching and support while maintaining high operational standards.
• Investigate driver conduct and capability concerns, supporting formal processes where required.
• Oversee route risk assessments, route knowledge information and compliance processes.
• Coordinate with Commercial, Engineering, Compliance and Allocations to deliver a first-class operation.

Skills

Leadership

People management

Communication

Decision making

Organisational skills

Education

GCSEs in English & Maths

Job description

We’re looking for a Service Delivery Manager to lead the operational delivery of our local bus and home-to-school services.

We are Pulhams Coaches, a long-established, family-focused bus and coach operator based in Bourton-on-the-Water in the heart of the Cotswolds. With a heritage dating back to 1880, we’re proud of our history and reputation for delivering high-quality transport services across local bus routes, school transport, private hire and UK and European coach tours.

We’re looking for a Service Delivery Manager to lead the operational delivery of our local bus and home-to-school services. This is a key leadership role responsible for ensuring services operate safely, efficiently and reliably while maintaining the highest standards of compliance, customer service and colleague engagement.

You will lead our Schools & Service Controllers, support and develop our driving team, and work closely with Commercial, Engineering, Compliance and Allocations colleagues to deliver a first-class operation for our customers.

• Lead the day-to-day delivery of local bus and home-to-school services, ensuring safe, reliable and efficient operations.
• Manage and support the Schools & Service Controllers, ensuring services are effectively monitored and controlled.
• Line manage the driving team, providing leadership, coaching and support while maintaining high operational standards.
• Investigate driver conduct and capability concerns, supporting formal processes where required.
• Ensure dedicated school services are delivered in line with customer expectations, contractual requirements and county council agreements.
• Work closely with Commercial, Compliance and Training teams to maintain accurate route risk assessments and route knowledge information.
• Support effective communication of planned service changes, disruptions and operational updates across driver and controller teams.
• Ensure route knowledge training is delivered effectively to support service resilience and operational flexibility.
• Oversee First Use Checks, Gate Check Audits and associated compliance processes.
• Ensure full compliance with Domestic, European and Mixed driving regulations.
• Maintain accurate operational records, including duties, vehicle allocations, rotas and control logs.
• Work collaboratively with Allocations Supervisors to ensure resource planning supports service delivery and compliance requirements.
• Liaise closely with Engineering teams regarding vehicle breakdowns, VOR vehicles and road traffic incidents to minimise disruption.
• Ensure operational technology and onboard equipment are maintained and deployed effectively across services.
• Provide driving cover when necessary to support operational continuity.
• Lead responses to operational incidents, ensuring issues are managed safely, professionally and efficiently.
• Full UK manual or automatic driving licence
• PCV licence
• GCSEs (or equivalent) in English and Maths
• Excellent verbal and written communication skills
• Strong leadership and people management skills
• Ability to make informed decisions in a fast-paced operational environment
• Excellent organisational and problem-solving abilities
• Competitive salary (dependent on experience).
• Two free bus travel passes valid across our operators.
• Pension scheme, lifestyle benefits, and Employee Assistance Programme.
• Career development opportunities within Oxford Bus Group and the wider Go-Ahead Group.