Transit Service Delivery Lead

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

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