Service Delivery Manager - Bus Operations

Greater London Authority; Camden Town; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A public transport organization is seeking a Service Delivery Manager - Bus Operations to ensure smooth operation of London's bus services. The role requires excellent communication, problem-solving skills, and a good knowledge of bus operations in London. You will lead a dedicated team to respond to disruptions and maintain high service quality. This position operates on a hybrid working model, reflecting the organization's commitment to work-life balance.

Benefits

Final salary pension scheme

Free travel on the TfL network

Reimbursement for National Rail travel

30 days annual leave plus public holidays

Private healthcare discount scheme

Tax-efficient cycle-to-work program

Various discounts on retail and travel

Qualifications

• Experience managing dispersed facilities.
• Ability to lead teams effectively.
• Commitment to safety and high operational standards.

Responsibilities

• Lead response to operational disruptions for bus services.
• Ensure efficient operation of bus station facilities.
• Manage front-line teams and coach for development.
• Address environmental and safety issues proactively.
• Collaborate with stakeholders to minimize service impact.

Skills

Excellent communication skills

Good negotiating skills

Problem-solving skills

Calm and courteous demeanor

Knowledge of bus operations

Geographical knowledge of the region

Understanding of bus service procurement

Knowledge of Health & Safety processes

Project management techniques

Sound experience in managing facilities

Motivation for continual improvement

Job description

Overview

Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4-week period. Hybrid working arrangements can evolve subject to business requirements. Application closing date: 28 September 2025 @ 2359

The Bus Service Delivery team sits at the heart of London's transport network, ensuring that one of the world's largest and most complex bus systems runs smoothly, safely, and reliably every day. Working within TfL's Surface Transport, the team collaborates closely with operators, boroughs, and internal planning and operations colleagues to deliver high-quality services that meet the needs of Londoners. With a strong focus on performance, customer experience, and continuous improvement, the team plays a vital role in shaping the future of bus travel across the capital.

As Service Delivery Manager - Bus Operations, you'll be the go-to person for keeping London's bus services running smoothly, especially when things don't go to plan. Whether it's a major event, an unexpected disruption, or day-to-day operational challenges, you'll lead the response—making sure it's safe, timely, and focused on delivering the best possible experience for our customers. You'll be working with a dedicated team of front-line colleagues based at bus stations and out on the network. Your role is to empower them—helping them take ownership of their areas, make confident decisions, and grow into high-performing teams. With a sharp eye on safety, customer satisfaction, and cost efficiency, you'll be planning ahead and using the resources around you to make sure every response is as effective as it can be.

Key Accountabilities / Responsibilities

• Work closely with stakeholders across TfL and beyond to minimise the impact of planned and unplanned events on London's bus network, planning effective mitigation measures and ensuring clear, timely instructions are in place
• Take ownership of bus station facilities within your area, ensuring they operate safely and efficiently for customers, drivers, and service partners
• Be proactive in addressing environmental, emergency, and safety issues to exceed performance targets
• Lead your teams to deliver high-quality maintenance of bus stations and stands, keeping disruption to a minimum and escalating urgent issues swiftly. Ensure emergency plans are current and well-communicated
• Partner with TfL's Safety teams to carry out inspections, risk assessments, and route tests—supporting our commitment to the TfL Safety Policy: Everybody home safe, every day
• Manage and develop front-line teams, including Bus Station Controllers (BSCs) and Network Traffic Controllers (NTCs), fostering a culture of empowered decision-making and accountability. Support their growth through coaching, mentoring, and succession planning
• Oversee mobile response teams, ensuring they're deployed effectively to meet business objectives and respond to incidents in line with agreed service levels
• Excellent communication skills, both oral and written (Essential)
• Good negotiating skills and the ability to influence people (Essential)
• Practised problem-solving skills in an operational environment (Essential)
• Ability to remain calm, courteous, and helpful at all times (Essential)
• A comprehensive practical knowledge of bus operations in London, the causes of disruption and the measures which can be used to minimise this disruption (Essential)
• An excellent geographical knowledge of the region and its bus services (Essential)
• An understanding of methods of procuring bus services and of their performance measurement (Essential)
• Knowledge of Health & Safety processes and legislation (Essential)
• Knowledge of project management techniques (Desirable)
• Experience: Sound experience in managing dispersed facilities to a high standard (Essential)
• Motivation to achieve quality results and to seek continual improvement (Essential)

Equality, Diversity and Inclusion

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.

Benefits

• Final salary pension scheme
• Free travel for you on the TfL network
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
• 30 days annual leave plus public and bank holidays
• TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
• Private healthcare discounted scheme (optional)
• Tax-efficient cycle-to-work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel

NPL Applications

Applications to internally advertised roles can only be accepted from temporary workers who are on PAYE terms via agency, or PAYE via Umbrella Companies. Temporary workers who are paid through their own limited companies are not covered by the Agency Worker Regulations and are ineligible to apply. NPL's are not eligible to apply for secondment opportunities. We will make every effort to give you as much notice as possible; however some interviews/assessments could be organised at short notice.