Service Delivery Manager

Go-Ahead London; Greater London; On-site; GBP 90,000 - 110,000; Full time

Job summary

Go-Ahead London is seeking an experienced Service Delivery Manager to oversee the daily operations of our bus garages. This pivotal leadership role ensures safe, efficient and reliable bus services while fostering a positive environment for staff and customers.

You will lead drivers, SGSs, yard teams and mentors, work with the garage management team to implement local strategies, drive continuous improvement and maintain high standards of safety, service quality and performance.

Qualifications

• Strong background in operational management.
• Proven ability to lead diverse teams and drive performance.
• Experience in setting strategy and delivering improvements.

Responsibilities

• Lead day-to-day operation of a busy bus garage and act as first point of contact for Drivers, SGSs, Yard Teams and Mentors.
• Foster a positive, engaged culture through visible leadership and communications.
• Develop and deliver local operational strategies with the garage management team.
• Oversee fleet presentation, availability and compliance to safety and cleanliness standards.
• Analyse performance trends and implement improvements to service reliability and attendance.

Skills

People leadership

Data-driven decision making

Operational management

Stakeholder collaboration

Job description

Go-Ahead London is seeking experienced and dynamic Service Delivery Managers to oversee the daily operations of our bus garages. This pivotal leadership role is responsible for ensuring the safe, efficient and reliable delivery of bus services, while creating a positive working environment for employees and delivering excellent service for our customers. As a Service Delivery Manager, you will have direct responsibility for Drivers, Senior Garage Supervisors (SGSs), Yard Teams and Mentors (Garage Trainers). Working as part of the wider garage management team, you will help shape garage strategy, drive continuous improvement and contribute to the overall direction and success of the site.,

• Lead the day-to-day operation of a busy bus garage, acting as the first point of contact for Drivers, Senior Garage Supervisors, Yard Teams and Mentors.
• Foster a positive and engaged team culture through visible leadership, regular communication, reward and recognition initiatives, and employee engagement activities.
• Conduct performance management activities, including annual reviews, attendance management, disciplinary investigations and grievance resolution.
• Work closely with the wider garage management team to develop and deliver local operational strategies, ensuring the garage achieves its performance objectives.
• Oversee all aspects of fleet presentation, availability and compliance, ensuring vehicles meet safety, cleanliness and operational standards.
• Develop and implement action plans to address operational challenges, including service reliability, lost mileage, driving standards and attendance.
• Analyse operational data and performance trends, including incidents, lost mileage, absence levels and customer feedback, identifying opportunities for improvement and implementing effective solutions.
• Liaise regularly with the Operational Control Centre, Engineering teams and other support functions to resolve issues and maintain service quality.
• Monitor and promote high standards of health, safety and wellbeing across the garage.
• Manage driver resources effectively, including workforce planning, leave allocation, training requirements and apprenticeship programmes.
• Support the delivery of business objectives through strong leadership, collaboration and a focus on continuous improvement.The ideal candidate will have a strong background in operational management, preferably within a transport, logistics, manufacturing, retail, emergency services or other fast-paced operational environment.

You will be an effective people leader with the ability to engage, motivate and develop teams while driving high standards of performance and accountability. You will be comfortable working with data and performance information, using insight to identify trends, solve problems and improve operational outcomes. You will be adaptable, resilient and capable of managing multiple priorities within a 24/7 operation, while maintaining a strong focus on safety, customer service and operational excellence.

Go-Ahead London is the capital's largest bus operator, offering excellent career progression and development opportunities. As part of our team, you will play a vital role in keeping London moving while being supported by a company that invests in its people and encourages professional growth.

Equality, Diversity & Inclusion (EDI) Go-Ahead London is committed to creating a diverse and inclusive workplace. We welcome applications from women and from people of all backgrounds, including those from under-represented groups. We are an equal opportunities employer and select candidates based on merit and ability. If you require any reasonable adjustments at any stage of the recruitment process, please let us know and we will be happy to support you.