Head of Service Delivery
3 weeks ago
**_This role is maternity cover for a 12 month period initially_**
**Purpose**
Lead multiple sites with overall accountability for P&L and KPI performance and Health & Safety.
Demonstrate effective leadership of teams to ensure delivery of a safe and regulatory compliant operation, whilst seeking continual improvement of profitability and enhanced customer and colleague experience. Promote the Arriva Values to create an inclusive working environment reflective of the communities we serve.
**Safety is everybody’s responsibility**
You are required to co-operate and ensure that the workplace is safe for everyone by taking reasonable care not to do anything that might endanger yourself or others, either through your actions or lack of action, and never to act in a way that causes either you or Arriva to be in breach of the law. You are expected to consider, and take account of, the potential hazards and risks in everything you do whilst you are at work. Detailed H&S Responsibilities are published in the Arriva HS&E Management System.
**Health and Safety - **Overall responsibility for ensuring adequate organisation and arrangements exist for the effective implementation of the Company Health and Safety Policy, and ensuring compliance with all statutory obligations. Detailed H&S Responsibilities are published in the Arriva HS&E Management System
**Customer - **ensure site teams deliver excellent service delivery in accordance with Company Policies and Procedures. Establish and maintain business relationships critical to local performance. Understand customer needs and embrace partnerships with Local Authorities and generate local strategies for growth based on a solid understanding of customer needs.
**People - **Develop and support an organisational culture that embodies the values of Arriva and promotes Equality, Diversity & Inclusion (ED&I). Ensure that each site has the required level of resource, capability, and competence. Lead, manage and motivate colleagues to maximise contribution and ensure effective collaboration. Responsible for succession planning and the continual development of their teams. Engage and motivate site teams through effective leadership and communication forums to become high performing teams. Be visible, credible, knowledgeable and approachable, role-modelling standards of high business and personal performance. Forge strong working relationships with key stakeholders including the Trade Union.
**Quality - **lead the delivery of outstanding service delivery and operational compliance and provide leadership and support to site teams to deliver excellent levels of all round performance and improved operating profit. In alignment with the commercial team ensure a continuous review of networks and customer feedback. Utilise effective and efficient business performance management tools to engage site teams in taking personal responsibility for the success of the business.
Work with the recruitment and training teams to optimise the operational delivery and efficiency of this end to end process, ensuring the improvement of site KPIs is supported by these work streams
**Financial and decision-making - **manage the preparation and implementation of annual budgets, ensuring targets are challenging, achievable and motivational. Focus on value-adding business activities to maximise revenue and control operating costs. Continuously review financial performance against budget and identify appropriate action plans to address any shortfall. Include relevant parties in the decision-making process and encourage empowerment whenever possible.
In addition to the delivery of the budget requirements, it is essential that wider business plans are explored, developed and implemented to ensure business growth, service delivery improvement and innovation / diversification.
**Continual Improvement & Innovation **- continuously review the operating terrain, identify areas, processes and systems which through innovation can be substantially improved. Be a champion for creative thinking, supporting and challenging to develop robust change programmes in order to deliver local business objectives. Be accountable for new ideas, accepting some will be calculated risks. Work closely with the area leadership team and peer group to share best practice throughout UK Bus.
**Corporate social responsibility - **uphold, safeguard and promote the reputation and values of the organisation throughout all internal and external business relationships and activities**.**
**Essential Postholder Requirements**
- To hold the position of Statutory Director for those legal entities relevant to their area.
**Person Specification**
- This job description sets out the main duties and responsibilities of the job-holder. It does not constitute an exhaustive or comprehensive description of duties and the job holder will be required to carry out any additional tasks as and when requested to do so by their manager. Responsibi
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