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Service Delivery Manager

4 weeks ago

Manchester Area, United Kingdom Metroline Manchester Full time

About us

Metroline Manchester is a recently formed subsidiary of ComfortDelGro, in March 2024 we were awarded contracts to operate four franchises and join the Bee Network in Greater Manchester by Greater Manchester Combined Authority (GMCA). Metroline was formed in 1989, fourth largest bus operator in London running about 17 percent of the city’s scheduled bus services and has been a part of the largest private land transport company Comfort Del Gro since 2000. Here at Metroline we are 6,000 colleagues strong across the UK and help carry over one million of our customers every day, whilst Comfort Del Gro operates in 12 countries with a global fleet of over 40,000 vehicles and more than 22,000 colleagues.


Job Summary

Location: Wythenshawe

As a Service Delivery Manager at Metroline Manchester you will be responsible for overseeing the efficient and reliable operation of bus services in the Manchester area, under contract to Transport for Greater Manchester Bee Network at your depot. This role will ensure that all services meet and exceed customer expectations, comply with safety & regulatory standards. As a Service Delivery Manager, you will lead and manage a team of local managers, supervisors and support staff, focusing on continuous improvement of service quality, punctuality, and customer satisfaction.


Responsibilities

  • Operational Management: As a Service Delivery Manager you will regularly review service performance, identifying and addressing any issues related to delays, vehicle breakdowns, or other operational disruptions.
  • Team Leadership: Manage, mentor, and motivate a team of drivers, supervisors, and support staff, fostering a culture of teamwork, positivity, accountability, and excellence.
  • Customer Focus: Monitor customer service metrics and work with the team to continuously improve the passenger experience.
  • Compliance: Ensure all operations comply with local, regional, and national regulations, including health and safety standards.
  • Safety: Oversee regular Safety Checks &Audits, manage incidents and emergencies effectively – coordinating with external services and internal teams as necessary.
  • Continuous Improvement: Lead initiatives to enhance service efficiency, stay up to date with industry best practice & new technologies, review and identify areas of improvement.
  • Stakeholder Management: Build and maintain strong relationships with key stakeholders including TfGM & regulatory bodies, work closely with the internal teams to align service delivery with business goals


Benefits

  • Free Bus Travel for yourself + 3 (companion + 2 children OR 3 children)
  • Free on-site parking
  • Pension Scheme Contributions
  • Benefits Hub
  • Employee Assistance Programme
  • Cycle to Work Scheme
  • Free uniform


Essential Criteria

  • Experience within the industry in a similar role is essential.
  • Excellent communication skills and the ability to motivate and engage a team.
  • Experience of working within a trade union environment (essential)
  • Must have excellent understanding of the Driving Hours Regulations.
  • Flexibility to adjust to ever changing industry demands and resilience to working under pressure.
  • Transport Manager CPC or willing to work towards


Hours of Work

Basic 38 hours per week.

Flexibility required for hours/days worked (including weekends) in line with operational requirements.


The Equality Act

Metroline is an equal opportunity employer, and all qualified applicants will receive consideration for employment with due regard to legal obligations for protected characteristics i.e., age, disability, marriage and civil partnership, gender reassignment, pregnancy and maternity, race, religion and belief, sex and sexual orientation.


Applications

Applications should include:

  • the reasons you are applying for the post;
  • examples of how you meet the skills;
  • any relevant qualifications or experience