Service Delivery Manager - Order of Malta Dial-a-Journey Trust

BTA; Stirling; On-site; GBP 35,000 - 37,000; Full time

Job summary

A charitable transport organisation in Stirling is seeking a Service Delivery Manager to lead operational excellence and ensure safe, efficient journeys. This role requires strong leadership and organisational skills, along with experience in service delivery management, particularly in passenger transport or logistics. The successful candidate will have a hands-on approach to manage resources, foster team development, and contribute to strategic planning. A competitive salary package is offered, along with unique opportunities for community impact.

Qualifications

• Proven experience in service delivery management, ideally in passenger transport or logistics.
• Strong leadership skills with the ability to motivate and develop staff.
• Excellent organisational and administrative capabilities.

Responsibilities

• Plan and manage driver and vehicle resources for efficient journeys.
• Lead and develop staff, fostering a culture of accountability.
• Monitor performance and implement improvements for service quality.

Skills

Service delivery management

Leadership

Organisational skills

Problem-solving

Interpersonal skills

IT systems familiarity

Tools

MS Office

Vehicle scheduling software

Job description

Overview

Order of Malta Dial-a-Journey Trust – Service Delivery Manager

Salary: £35,000 rising to £37,000 (after successful probation) • Location: On-site – 17 Munro Road, Stirling, FK7 7UU • Contract: Full-Time and Permanent – 35 Hours per Week

About the organisation

Order of Malta Dial-a-Journey Trust is a charitable organisation providing vital passenger transport services across Central Scotland. Each year, the Trust completes over 45,000 passenger journeys using a fleet of modern, wheelchair-accessible minibuses. The trust operates services including door-to-door transport, social services transport, ASN school transport, further education transport, NHS patient transport, and vehicle hire for eligible groups. The organisation also runs two Shopmobility centres in Stirling and Falkirk for wheelchair loan and hire services. All services aim to ensure passengers travel safely, reliably, and with dignity. Income is reinvested to expand and meet demand in the communities served.

Role

The Role of Service Delivery Manager

This is a unique opportunity to lead and transform service delivery within a trusted charity. Reporting to the CEO and Deputy CEO, the Service Delivery Manager has overall responsibility for planning, coordination, and operational management of driver and vehicle resources, and for leadership, support, and development of staff. You will ensure that every journey is delivered safely, reliably, and efficiently, manage day-to-day operational challenges, monitor performance, and implement improvements. You will contribute to the strategic development of the organisation as a member of the Senior Management Team. This is a dynamic, hands-on role requiring forward-thinking, proactive problem prevention and strong organisational skills.

Responsibilities

• Plan, coordinate, and manage driver and vehicle resources to ensure safe, reliable, and efficient journeys.
• Lead, support, and develop staff; foster a culture of excellence and accountability.
• Monitor performance, manage day-to-day operational challenges, and implement improvements.
• Contribute to strategic planning as part of the Senior Management Team.
• Maintain high standards of health and safety and compliance with vehicle regulations.
• Engage with staff and customers to address issues effectively and maintain service quality.

Qualifications and experience

• Proven experience in service delivery management, ideally in passenger transport, logistics, or related operations.
• Strong leadership skills with the ability to motivate, develop, and hold staff accountable.
• Excellent organisational, administrative, and problem-solving abilities; capable of managing complex, competing workloads.
• Strong interpersonal skills; experience handling staff and customer issues.
• Familiarity with IT systems (MS Office); experience with vehicle scheduling software is highly desirable.
• Knowledge of Health & Safety legislation, employment law, and vehicle regulations is advantageous.
• Willingness to undertake minibus driving duties if required; participate in an out-of-hours on-call rota; hold a full UK driving licence; provide evidence of eligibility to work in the UK.
• Appointment is subject to satisfactory PVG clearance and completion of a confidential health questionnaire.

What you will get

Unique opportunity to shape and lead the delivery of vital community transport services during an exciting period of Trust development. You will join a dedicated team and play a pivotal role in enhancing operational excellence, driving service innovation, and supporting growth and sustainability. You will help ensure journeys meet high standards of safety, reliability, and care for vulnerable passengers across Central Scotland.

How to apply

Please email recruitment at the following address to request an information pack and job description: [e-mail]. You are advised to get in touch well in advance of the closing date to allow time for consideration and pre-interview screening.

Closing date and interview

• Closing Date: Midnight on Tuesday 20 January
• Interview Date: Week commencing Monday 26 January in Stirling Headquarters

Note: This search is conducted exclusively by Bruce Tait Associates; leadership team experience in the voluntary sector and academia is used to match organisations and individuals for great appointments. This information is provided for applicants as part of the recruitment process.