Service Delivery Manager - Croydon

Go-Ahead London; Croydon; On-site; GBP 49,000 - 59,000; Full time

Benefits offered by this job

Career progression

Development opportunities

Invests in people

Job summary

Go-Ahead London is recruiting an experienced Service Delivery Manager to oversee daily operations of our bus garages in London. You will lead Drivers, SGSs, Yard Teams and Mentors, shaping garage strategy and driving continuous improvement to deliver safe and reliable service.

This role requires strong leadership, people development and a data-driven approach to performance. You will champion safety and customer service in a fast-paced, 24/7 operation and support a positive workplace culture.

Qualifications

• Experience in operational management, preferably in transport or similar fast-paced environments.
• Proven people leadership skills and ability to develop teams.
• Comfortable working with data to identify trends and improve performance.
• Strong focus on safety, customer service and operational excellence.

Responsibilities

• Lead day-to-day operation of a busy bus garage and be first point of contact for Drivers, Senior Garage Supervisors, Yard Teams and Mentors.
• Foster a positive team culture through visible leadership and engagement activities.
• Conduct performance management activities including annual reviews, attendance management, disciplinary investigations and grievance resolution.
• Develop and deliver local operational strategies with the garage management team to achieve performance objectives.
• Oversee fleet presentation, availability and compliance to meet safety and operational standards.
• Develop and implement action plans to address challenges such as service reliability, lost mileage and attendance.
• Analyse operational data and performance trends to identify opportunities and implement improvements.
• Liaise with the Operational Control Centre, Engineering and 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 including workforce planning, leave allocation, training requirements and apprenticeships.
• Support delivery of business objectives through leadership, collaboration and continuous improvement.

Skills

Operational management

People leadership

Data analysis

Performance management

Job description

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.

Full Time Permanent.

Salary £54,000

About The Role

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.

Key Responsibilities

• 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.

About You

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.

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.