Service Delivery Director – ML562

Job Summary

As a member of the Senior Leadership Team the post holder is responsible for the daily operation, on-road performance and network planning requirements to deliver bus services that exceed passenger and customer expectations, whilst ensuring the requirements of the franchise agreement with TfGM are met and maximise the profitable performance of the business.

The post holder will be a member of the Senior Management Team and, contribute to strategic vision, and plans for the business.

Main responsibilities

Daily operation of the depots

• • Responsible for the operational teams of four depots
  • Ensure sufficient resources are available to operate bus services in line with the Franchise Requirements
  • The resources are effectively deployed to maximise efficiency.
  • Develop and continuously improve Standard Operating Procedures

On-road performance

• • Ensure sufficient resources are available for the monitoring and real-time management of bus services.
  • Continuously analyse the performance of bus services and put in place strategies to maximise the Performance Regime Bonus
  • Work with key stakeholders to develop plans for minimising disruption to bus services.

Network Planning

• • Produce timetables that meet the needs of the passengers and meet the specification in the franchise agreement
  • Responsible for production of the vehicle workings and driver schedules to minimise inefficiency whilst maximising on-road performance and the performance regime bonus.

• Ensure compliance to all legal and franchise agreement commitments
• Reporting against agreed KPIs to all levels of the business
• Preparation and delivery of the Company’s annual budget and forecasts for Service Delivery
• Lead on developing effective working relationships with the relevant TfGM operations and planning departments.
• Promote development of effective working relationships with other internal departments and management teams;
• Continuous review performance and introduce improvements to ensure performance exceeds requirements
• Effective implementation and application of the Company’s safety, environment, social value, operational and Human Resources policies and procedures.
• Training and development of staff to maximise effectiveness in their current roles and to identify potential for progression / promotion;
• Carry-out annual performance reviews and assist in the development of Personal Development Plans for all Direct Reports
• Promote the Company’s values and principles among the Service Delivery and Network Planning teams.
• Liaison with ComfortDelGro to communicate and develop best practice.

Essential criteria

• Holder of Transport Manager Certificate of Professional Competence (CPC) – Passenger Transport;
• Chartered Member of Confederation of Institute of Logistics and Transport or equivalent
• Experience of dealing with Board or Directors or Senior Management;
• Knowledge of operating in a contracted environment
• Experience of managing a varied, large scale transport operation

Competencies & skills

• Must be proactive, methodical and results focused;
• An understanding of the requirements for the management of a varying operating environment;
• Excellent interpersonal and organisational skills;
• Highly organised, motivated and able to prioritise workload;
• Ability to manage own workload effectively and work to strict deadlines;
• Ability to work well under pressure;
• Ability to demonstrate credibility to build professional relationships with employees, their representatives and managers;
• Ability to build effective professional relationships with external customers and stakeholders;
• Ability to influence and persuade key decision makers;
• Excellent written and spoken English with the ability to communicate clearly and at all levels;
• Excellent attention for detail;
• Ability to collate and interpret statistical data;
• Ability to use initiative and identify solutions when a problem or difficult situation arises;
• Must be a team player and willing to develop others to increase team and individual performance;
• Ability to consult and negotiate effectively with trade union representatives.

Hours of work

38 hours per week, generally Monday to Friday, but as the business operates 24 hours/7 days, attendance may be required outside the conventional office hours.

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.

How to apply

Please email a covering letter of application and CV to Preyesh Lukha, Human Resources Administrator, [email protected]

Applications

Applications should include:

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