Service Delivery Manager - Fixed Route

Transdev; North Las Vegas (NV); On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

2 weeks vacation

Sick days 5

Holidays 10 days (6 standard + 4 float

401(k) retirement plan

Medical, dental and vision insurance

Life insurance

Short-term disability

Voluntary long-term disability

Job summary

Transdev in Las Vegas, NV is seeking a Service Delivery Manager to oversee daily transit operations for Fixed Route. You will supervise frontline staff, monitor on-time performance, and ensure safety and service standards are met while driving technology implementations such as VDS, Zonar and AVL.

Collaboration with leadership is essential to improve service quality and financial performance. The role requires strong customer service, communication, and problem-solving skills, plus ability to

Qualifications

• A high school diploma or equivalent.
• Must be skilled in customer service delivery, problem-solving, and decision-making.
• Excellent communication and negotiation skills, ability to influence without authority.
• Must have a working knowledge of ADA law and ADA service requirements.
• To be dependable and proficient in time management, meeting deadlines, and multi‑tasking.
• To be able to work a flexible schedule which may include weekends and holidays as required.
• To have a working knowledge of the Trapeze scheduling software.
• A minimum of three years of Supervisory experience.
• Exceptional customer service skills and professional Customer‑focused telephone manners.

Responsibilities

• The Service Delivery Manager is a key member of the extended local leadership team by providing 24/7 management presence to frontline operations staff.
• Monitors and evaluates daily Operations activities and employee’s performance including missed runs, on-time statistics, total work and pay hours, customer complaint data, attendance, accident data, and other operations related functions.
• Ensures performance indicators meet or exceed client and corporate expectations and minimizes liquidated damages.
• Responsible for implementing and supporting business-critical operations technologies (VDS, Zonar, AVL) as a SME and advising on best use.
• Manages location performance, trains on technology solutions, and facilitates their implementation to improve service quality and financial performance.
• Coordinates dispatching, in-service monitoring, and turn-in activities involved in daily transit operations.
• Develops manpower requirements for Window, Yard Supervisors, and assists with evaluating patterns for revisions.
• Develops procedure manuals for Window, Yard Road Supervisors, and Drivers; conducts routine staff meetings.
• Completes daily/weekly reports for company and client to ensure Service Quality.
• Tracks attendance, Zonar and VDS systems; recommends and disciplines personnel as needed.
• Informs Division Manager of potential risks in the operation; ensures staff training and success.
• Promotes company vision, values and culture; maintains positive employee relations and engagement.
• Performs other duties and may assist with other areas as needed.

Skills

Customer service delivery

Problem solving

Decision making

Communication skills

ADA knowledge

Time management

Flexible schedule

Trapeze scheduling software

Supervisory experience

Customer-focused telephone manners

Education

High school diploma

Tools

Trapeze scheduling software

Job description

Service Delivery Manager

The Service Delivery Manager plays a critical role in overseeing daily transit operations and ensuring high-quality service delivery. This position is based in Las Vegas, Nevada and supports the Fixed Route. The Service Delivery Manager is responsible for frontline operational performance, on‑time service delivery, employee supervision, and ensuring compliance with safety and service standards. This role also supports technology implementation, monitors service metrics, and works closely with leadership to drive operational excellence.

Transdev is proud to offer:

• Competitive compensation package of $75,000 - $95,000 annual salary

Benefits include:

• Vacation: minimum of two 2 weeks
• Sick days: 5 days
• Holidays: 10 days; 6 standard and 4 floating
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.

Benefits may vary depending on location policy. The above represents the standard Corporate Policy

Key Responsibilities:

• The Service Delivery Manager is a key member of the extended local leadership team by providing 24/7 management presence to frontline operations staff.
• Monitors and evaluates daily Operations activities and employee’s performance including missed runs, on-time statistics, total work and pay hours, customer complaint data, attendance, accident data, and other operations related functions.
• Ensures performance indicators meet or exceed client and corporate expectations. Liquidated damages are kept to a minimum, and failures are corrected.
• Responsible for implementation and support of business-critical operations technologies (VDS, Zonar, AVL etc) which requires serving as a subject matter expert on the tools and making recommendations on the best application of the tools into the operating environment.
• Responsible for managing the location’s performance, make best practices recommendations, train on technology solutions, and facilitate the implementation of those solutions. These activities, overall, support the improvement of service quality and financial performance of Transdev operations.
• Coordinates the dispatching, in-service monitoring, and turn‑in activities involved in daily transit operations.
• Develops manpower requirements for Window, Yard Supervisors, and assists with evaluating patterns for revisions.
• Develops procedure manuals for Window, Yard Road Supervisors, and Drivers. Holds routine meetings with Window and Yard Supervisor staff to respond to service issues and keep staff abreast of customer or company changes and requirements.
• Completes necessary daily and/or weekly reports for company and client to ensure Service Quality.
• Tracks and maintains employee attendance, Zonar and VDS systems.
• Recommends and disciplines operations personnel.
• Informs Division Manager of potential risks in the operation.
• Ensures staff are well trained and being successful.
• Ensures the company vision, values and culture are understood, communicated, and promoted throughout operations.
• Responsible for maintaining positive employee and labor relations including regular engagement with frontline operations staff, acknowledging performance, providing coaching, promotion opportunities and overall job satisfaction.
• Performs all other duties as assigned and may assist with other areas based on location needs.

Qualifications:

• A high school diploma or equivalent
• Must be skilled in customer service delivery, problem-solving, and decision-making.
• Excellent communication and negotiation skills, ability to influence without authority.
• Must have a working knowledge of ADA law and ADA service requirements.
• To be dependable and proficient in time management, meeting deadlines, and multi‑tasking.
• To be able to work a flexible schedule which may include weekends and holidays as required.
• To have a working knowledge of the Trapeze scheduling software
• A minimum of three years of Supervisory experience
• Exceptional customer service skills and professional Customer‑focused telephone manners

Physical Requirements:

The essential functions of this position require the ability to:

• Work outside in varying temperature, weather, and humidity conditions
• Sit for extended periods (up to 6–8 hours per day); frequently walk for long distances and on possible sloped ground or slippery and uneven surfaces
• Push and pull objects up to 50 pounds, occasionally throughout the workday; lift material weighing up to 50 lbs. with or without assistance; occasionally bend, kneel, or crouch to files or equipment stored at ground level
• Withstand heavy traffic areas while performing the duties of the job; tolerate exposure to considerable amounts of dust, vehicle fumes and noise
• Must be able to work shifts or flexible work schedule as needed.
• The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.
• Work environment will be a combination of both indoors and outdoors.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Transdev complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact [e-mail]

Drug‑free workplace:

Transdev maintains a drug‑free workplace. Applicants must:

• Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.).
• Successfully pass a pre‑employment drug screen.

About Transdev: Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.

Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move everyday thanks to safe, reliable, and innovative solutions that serve the common good. Find out more at www.TransdevNA.com or watch an

overview video at https://youtu.be/ilO5cv0G4mQ

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.

They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of

this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial

consideration without regard to race, sex, color, national origin, age, disability, veteran status genetic data, gender identity, sexual orientation,

religion or other legally protected status.

California applicants: Please Click Here for CA Employee Privacy Policy

Job Category:

Operations Management & Supervisory

Job Type:

Full Time

Req ID:

8625

Pay Group:

2Y9

Cost Center:

226

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.

Drug-free workplace

If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.

California applicants: Please Click Here for CA Employee Privacy Policy.

About Transdev

Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.

Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move every day thank to safe, reliable, and innovative solutions that serve the common good. Find out more at http://www.TransdevNA.com or watch an overview video.