We’re looking for a Service Delivery Manager to lead the operational delivery of our local bus and home-to-school services.
We are Pulhams Coaches, a long-established, family-focused bus and coach operator based in Bourton-on-the-Water in the heart of the Cotswolds. With a heritage dating back to 1880, we’re proud of our history and reputation for delivering high-quality transport services across local bus routes, school transport, private hire and UK and European coach tours.
We’re looking for a Service Delivery Manager to lead the operational delivery of our local bus and home-to-school services. This is a key leadership role responsible for ensuring services operate safely, efficiently and reliably while maintaining the highest standards of compliance, customer service and colleague engagement.
You will lead our Schools & Service Controllers, support and develop our driving team, and work closely with Commercial, Engineering, Compliance and Allocations colleagues to deliver a first-class operation for our customers.
- Lead the day-to-day delivery of local bus and home-to-school services, ensuring safe, reliable and efficient operations.
- Manage and support the Schools & Service Controllers, ensuring services are effectively monitored and controlled.
- Line manage the driving team, providing leadership, coaching and support while maintaining high operational standards.
- Investigate driver conduct and capability concerns, supporting formal processes where required.
- Ensure dedicated school services are delivered in line with customer expectations, contractual requirements and county council agreements.
- Work closely with Commercial, Compliance and Training teams to maintain accurate route risk assessments and route knowledge information.
- Support effective communication of planned service changes, disruptions and operational updates across driver and controller teams.
- Ensure route knowledge training is delivered effectively to support service resilience and operational flexibility.
- Oversee First Use Checks, Gate Check Audits and associated compliance processes.
- Ensure full compliance with Domestic, European and Mixed driving regulations.
- Maintain accurate operational records, including duties, vehicle allocations, rotas and control logs.
- Work collaboratively with Allocations Supervisors to ensure resource planning supports service delivery and compliance requirements.
- Liaise closely with Engineering teams regarding vehicle breakdowns, VOR vehicles and road traffic incidents to minimise disruption.
- Ensure operational technology and onboard equipment are maintained and deployed effectively across services.
- Provide driving cover when necessary to support operational continuity.
- Lead responses to operational incidents, ensuring issues are managed safely, professionally and efficiently.
- Full UK manual or automatic driving licence
- PCV licence
- GCSEs (or equivalent) in English and Maths
- Excellent verbal and written communication skills
- Strong leadership and people management skills
- Ability to make informed decisions in a fast-paced operational environment
- Excellent organisational and problem-solving abilities
- Competitive salary (dependent on experience).
- Two free bus travel passes valid across our operators.
- Pension scheme, lifestyle benefits, and Employee Assistance Programme.
- Career development opportunities within Oxford Bus Group and the wider Go-Ahead Group.
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Service Delivery Manager in Bourton on the Water employer: Pulhams Coaches Limited
Pulhams Coaches Limited is an excellent employer, offering a supportive work culture that values teamwork and communication at our Cheltenham Depot. Employees benefit from competitive salaries, free bus passes, and opportunities for professional growth within the transport industry, making it a rewarding place to build a career while contributing to the community.
