Service Delivery Manager – East Midlands

Location: Burton upon Trent

Position Type: Full Time

Salary: £45,000 to £55,000

Reporting To: Managing Director

Travel Required: Rotala Operating Centres (subject to request)

Full Job Description

Job Role

Reporting to the Managing Director, the role of Service Delivery Manager will be to help manage a team of drivers, aswell as the Traffic Office / Allocations. You will lead and manage all bus operations, and through efficient management of the operation to grow profitability and provide a consistent quality of service to our customers.

You will support the delivery of depot performance in respect of drivers and bus operational staff and managing the customer experience, dealing with any customer service issues that arise.

To ensure a safe, punctual, reliable, and cost-effective delivery of services through robust and fair management of the team.

To deliver a highly skilled and trained workforce through driver engagement and compliance with operational policies and procedures.

Due to the nature and importance of this role, you will need to be a Team player and you will need to work closely with other members of your team to ensure that daily targets are met. You must lead, promote structure and discipline within the workplace, behave in a professional manner and lead by example. You must treat other employees and staff with dignity and respect as you would expect to be treated yourself.

Responsibilities

Oversee the traffic office and supervisory team;
Responsible for First Line driver management;
To carry out driver appraisals and direct report appraisals and improve staff skills and identify any training needs.
Oversee allocation of work
Manage Lost mileage and Network Issues
Management of punctuality
To manage your direct reports in accordance with Rotala policies, standard operating procedures, and all relevant legislation
To support the Managing Director in delivering agreed plans and budgets, including established level of service and service quality
Ensure that the Operator’s Licence undertakings are adhered to.

Team Responsibility KPI’s

To ensure that the following KPI’s are met:

Ensure random Drug testing is conducted daily- minimum of 2 per day as standard.
Ensure random Alcohol testing is conducted daily- minimum of 15 per day as standard.
Ensure Driving Licence checks are conducted daily- minimum of 15 as standard.
Ensure Gate Checks are conducted daily- minimum of 10 run-out per day and 10 run-back per day as standard.
Ensure Service Monitoring (roadside and/or ticketer) is conducted daily- minimum of 20 per day as standard.
Ensure Depot (departure time) Punctuality is conducted daily – minimum of 15 per day as standard.

Team responsibility KPI’s (Key Performance Indicators) are compulsory and shall be met on an operational day-to-day basis (Sunday to Saturday inclusive), the operational day is defined as between the hours of 00:00:00 and 23:59:59. You must work together as a team to complete the KPI’s. When all daily KPI’s are completed, they are to be scanned together and sent to, “KPI Group”, and by no later than 23:59:59 each day.

Hand Over Report (Team)

You need ensure that the Traffic Office team record all matters arising from the Company’s operating activities and forward such information via email to the next on-duty Inspector. This approach will automatically ensure that the next on-duty Inspector is fully informed thus they are able to continue to monitor and act, as necessary. Verbal communication in respect of a handover report is unacceptable, it must be electronically recorded.

Hours or Work

You are required to work 45 hours per week (Monday to Friday) you may be required to work weekends and anti-social hours as well as statutory holidays. A flexible approach toward working hours is required to ensure effective cover throughout each day of operation.

Health & Safety

Employees are required to comply with all Statutory/Company Health & Safety Policies and Procedures.

Preferred Skills

Excellent knowledge and understanding of British Domestic Hours Rules (as defined within the) Transport Act 1968 and the Working Time Regulations 1998.
A basic level of competence in the use of Microsoft Office Suite (Word, Excel, PowerPoint and Email).
A basic level of competence in the use of Omni-das and Ticketer systems.

Qualifications and Education Requirements

Transport Manager CPC