Service Delivery Manager – EastMidlands

DIAMOND BUS; Bolton; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading bus operator in Bolton seeks a Service Delivery Manager to oversee driver operations and ensure high-quality service delivery. This full-time role involves managing a skilled workforce, addressing customer service issues, and ensuring compliance with transport legislation. The ideal candidate will demonstrate strong leadership and operational management skills within the transport sector.

Qualifications

• Experience in a managerial role within the transport sector is preferred.

Responsibilities

• Manage a team of drivers and operations to ensure service efficiency.
• Support the Managing Director in performance delivery.
• Ensure compliance with health and safety regulations.

Skills

Knowledge of British Domestic Hours Rules

Knowledge of Transport legislation

Basic competence in Microsoft Office Suite

Basic competence in Omni-das

Basic competence in Ticketer systems

Job description

Position Type: Full Time

Reporting To: Managing Director

Travel Required: Rotala Operating Centres (subject to request)

Job Role:

Reporting to the Managing Director, the role of Service Delivery Manager will be to help manage a team of drivers, as well as the Traffic Office / Allocations. You will lead and manage all bus operations, and through efficient management of the operation, grow profitability and provide a consistent quality of service to our customers.

You will support the delivery of depot performance in respect of drivers and bus operational staff and manage the customer experience, addressing any customer service issues that arise.

Ensure a safe, punctual, reliable, and cost-effective delivery of services through robust and fair management of the team.

Deliver a highly skilled and trained workforce through driver engagement and compliance with operational policies and procedures.

Due to the importance of this role, you will need to be a team player, working closely with other team members to meet daily targets. You must lead, promote structure and discipline within the workplace, behave professionally, and lead by example. Treat others with dignity and respect.

Responsibilities

• Oversee the traffic office and supervisory team
• Carry out driver and report appraisals, improve staff skills, and identify training needs
• Oversee allocation of work
• Manage lost mileage and network issues
• Manage punctuality
• Manage direct reports in accordance with company policies and legislation
• Support the Managing Director in delivering plans and budgets
• Ensure adherence to Operator’s Licence undertakings

Team Responsibility KPIs

Meet daily KPIs including drug and alcohol testing, driving license checks, gate checks, service monitoring, and depot punctuality. All KPIs are mandatory and must be completed daily, recorded, and submitted to the KPI Group by 23:59.

Handover Report (Team)

Ensure all operational matters are recorded electronically and forwarded via email to the next on-duty inspector for continuity.

Hours of Work

Work 45 hours per week (Monday to Friday), with possible weekend and anti-social hours, including holidays. Flexibility is required.

Health & Safety

Comply with all statutory and company health and safety policies and procedures.

Preferred Skills

• Knowledge of British Domestic Hours Rules and Transport legislation
• Basic competence in Microsoft Office Suite
• Basic competence in Omni-das and Ticketer systems

Qualifications and Education