Service Delivery Manager – EastMidlands

TN United Kingdom; Bolton; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading company in the transport sector is seeking a Service Delivery Manager in Bolton. The successful candidate will oversee operations, manage a team of drivers, and ensure high service quality while meeting daily KPIs. This full-time position requires strong leadership skills and knowledge of industry regulations.

Qualifications

• Experience managing a team and operations in a transport environment.
• Strong leadership and communication skills.
• Ability to meet daily KPIs and compliance requirements.

Responsibilities

• Oversee traffic office and supervisory team.
• Conduct driver appraisals and manage training needs.
• Ensure compliance with Operator’s Licence undertakings.

Skills

Knowledge of British Domestic Hours Rules and Working Time Regulations

Basic proficiency in Microsoft Office

Basic proficiency in Omni-das and Ticketer systems

Job description

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Service Delivery Manager – East Midlands, Bolton

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Client:

DIAMOND BUS

Location:

East Midlands, Bolton

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

4fd5a496c659

Job Views:

3

Posted:

23.05.2025

Expiry Date:

07.07.2025

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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 involves managing a team of drivers and the Traffic Office / Allocations. You will lead all bus operations, ensuring efficient management to grow profitability and maintain high service quality.

You will support depot performance, manage customer service issues, and ensure safe, punctual, reliable, and cost-effective service delivery through fair team management.

You will also focus on developing a skilled workforce, driver engagement, and compliance with operational policies and procedures.

This role requires a team player who works closely with colleagues to meet daily targets, promotes professionalism, and treats staff with dignity and respect.

Responsibilities

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

Team Responsibility KPI’s

Meet the following KPI’s daily:

• Conduct at least 2 drug tests;
• Conduct at least 15 alcohol tests;
• Perform driving license checks for 15 drivers;
• Complete 10 gate checks for run-out and run-back;
• Conduct 20 service monitoring checks;
• Ensure 15 depot punctuality checks.

All KPIs are mandatory and must be completed daily, documented, and sent to “KPI Group” by 23:59:59.

Handover Report (Team)

Ensure all operational matters are recorded electronically and forwarded to the next shift inspector to maintain seamless communication and monitoring.

Hours of Work

Work 45 hours weekly, primarily Monday to Friday, with possible weekend and holiday work. Flexibility is required to ensure coverage.

Health & Safety

Comply with all statutory and company health and safety policies.

Preferred Skills

• Knowledge of British Domestic Hours Rules and Working Time Regulations;
• Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Email);
• Basic proficiency in Omni-das and Ticketer systems.

Qualifications and Education Requirements