Service Delivery Manager (Cover - All Garages)

About the role

Go-Ahead London is seeking experienced and dynamic Service Delivery Managers to oversee the daily operations of our bus garages. This pivotal leadership role is responsible for ensuring the safe, efficient, and reliable delivery of bus services while creating a positive working environment for employees and delivering excellent service for our customers.

As a Service Delivery Manager, you will have direct responsibility for Drivers, Senior Garage Supervisors (SGSs), Yard Teams, and Mentors (Garage Trainers). Working as part of the wider garage management team, you will help shape garage strategy, drive continuous improvement, and contribute to the overall direction and success of the site.

Responsibilities

• Lead the day-to-day operation of a busy bus garage, acting as the first point of contact for Drivers, Senior Garage Supervisors, Yard Teams, and Mentors.
• Foster a positive and engaged team culture through visible leadership, regular communication, reward and recognition initiatives, and employee engagement activities.
• Conduct performance management activities, including annual reviews, attendance management, disciplinary investigations, and grievance resolution.
• Work closely with the wider garage management team to develop and deliver local operational strategies, ensuring the garage achieves its performance objectives.
• Oversee all aspects of fleet presentation, availability, and compliance, ensuring vehicles meet safety, cleanliness, and operational standards.
• Develop and implement action plans to address operational challenges, including service reliability, lost mileage, driving standards, and attendance.
• Analyse operational data and performance trends, including incidents, lost mileage, absence levels, and customer feedback, identifying opportunities for improvement and implementing effective solutions.
• Liaise regularly with the Operational Control Centre, Engineering teams, and other support functions to resolve issues and maintain service quality.
• Monitor and promote high standards of health, safety, and wellbeing across the garage.
• Manage driver resources effectively, including workforce planning, leave allocation, training requirements, and apprenticeship programmes.
• Support the delivery of business objectives through strong leadership, collaboration, and a focus on continuous improvement.

Requirements

The ideal candidate will have a strong background in operational management, preferably within a transport, logistics, manufacturing, retail, emergency services, or other fast-paced operational environment.

• Effective people leader with the ability to engage, motivate, and develop teams while driving high standards of performance and accountability.
• Comfortable working with data and performance information, using insight to identify trends, solve problems, and improve operational outcomes.
• Adaptable, resilient, and capable of managing multiple priorities within a 24/7 operation while maintaining a strong focus on safety, customer service, and operational excellence.