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For Companies At a Glance
- Tasks: Lead and manage bus service operations in Manchester, ensuring quality and customer satisfaction.
- Company: Join Metroline Manchester, part of ComfortDelGro, a global leader in transport services.
- Benefits: Enjoy free bus travel for you and your family, on-site parking, and a pension scheme.
- Why this job: Be part of a dynamic team focused on continuous improvement and customer experience.
- Qualifications: Experience in a similar role, strong communication skills, and flexibility are essential.
- Other info: Work 38 hours a week with flexibility for weekends; equal opportunity employer.
The predicted salary is between 36000 - 60000 £ per year.
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
Service Delivery Manager employer: Metroline Manchester
Contact Detail:
Metroline Manchester Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager
✨Tip Number 1
Familiarize yourself with the specific operational challenges faced by bus services in Greater Manchester. Understanding local issues, such as traffic patterns and peak times, will help you demonstrate your readiness to tackle these challenges during the interview.
✨Tip Number 2
Highlight your experience in team leadership and mentoring. Be prepared to share specific examples of how you've successfully motivated a team in a similar environment, as this is crucial for the Service Delivery Manager role.
✨Tip Number 3
Showcase your knowledge of compliance and safety regulations relevant to the transport industry. Being able to discuss how you've ensured adherence to these standards in past roles will set you apart from other candidates.
✨Tip Number 4
Network with current or former employees of Metroline or similar organizations. Gaining insights into the company culture and operational expectations can provide you with valuable information to tailor your approach during the application process.
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Service Delivery Manager at Metroline Manchester. Highlight your relevant experience in operational management and team leadership in your application.
Tailor Your Application: Customize your CV and cover letter to reflect the specific skills and experiences mentioned in the job description. Emphasize your communication skills, ability to motivate a team, and experience in a trade union environment.
Provide Examples: In your application, include concrete examples of how you've successfully managed teams, improved service quality, or handled operational disruptions in previous roles. This will demonstrate your capability to meet the expectations of the position.
Express Your Motivation: Clearly articulate why you want to work for Metroline Manchester and what excites you about the role. Mention your commitment to customer satisfaction and continuous improvement, aligning your values with those of the company.
How to prepare for a job interview at Metroline Manchester
✨Showcase Your Leadership Skills
As a Service Delivery Manager, you'll be leading a team. Be prepared to discuss your leadership style and provide examples of how you've successfully motivated and managed teams in the past.
✨Demonstrate Industry Knowledge
Familiarize yourself with the bus service industry, especially in relation to Greater Manchester. Discuss any relevant experience you have and how it aligns with Metroline's operations and goals.
✨Emphasize Customer Focus
Customer satisfaction is key in this role. Prepare to share specific examples of how you've improved customer service metrics or enhanced the passenger experience in previous positions.
✨Prepare for Compliance Questions
Understand the local, regional, and national regulations that impact bus operations. Be ready to discuss how you've ensured compliance in past roles and how you would approach safety checks and audits.
