Service Delivery Manager

GBP40000.00 - GBP45000.00 per annum +
14 Sep 2017
06 Oct 2017
Mark Downey
Specialist Area
Job Level
Contract Type
Full Time

Service Delivery Manager with a major NI company

Your new company
Hays Logistics & Transport are delighted to have been enlisted by Translink to assist them in their pursuit of a very ambitious Service Delivery Manager for both their Dungannon & Magherafelt depots.

Your new role


You will manage the depot and any sub depots overseeing the planning, organisation and delivery of transport services with safety, customer service and commerciality as key drivers. You will also be responsible for the bus fleet together with property and premises within the District and contribute as a key member within the Management team. You will develop and maintain relationships with key internal and external stakeholders and represent the organisation accordingly. As Service Delivery Manager you will be required to identify opportunities for change and lead continuous improvement and efficiency initiatives within the districts.


The post holder has managerial responsibility for the district and therefore personal job planning and prioritising is important.

There is an increasing requirement to monitor and report on service performance in terms of KPI's and to manage individual employee issues and respond to an increasing regulatory and legislative framework. Key challenges in this role are to constantly deliver high quality customer service to required standards, to prioritise workload and be resilient in response to day to day issues e.g. employee issues, trade union matters, accidents and incidents. As Service Delivery Manager you will be required to identify opportunities for change and lead continuous improvement and efficiency initiatives within the district.

Key Responsibilities

Manage business change linked to the Bus Business Plan within the districts and deliver cost savings whilst identifying opportunities for change and leading continuous improvement and efficiency initiatives.

In conjunction with the Area Manager develop effective support structures to deliver the business needs of the district with optimum efficiency.

Assess, monitor and manage transport services, materials and cleaning (fleet presentation) and staff in the district, ensuring that staff are recruited, developed and trained to meet the needs of the business, to provide safe, cost effective service delivery and high quality customer service.

Take full responsibility for profit and loss accountability, as well as budget preparation and financial forecasting for the district financial performance.

Take responsibility for the on-going safety culture within the district ensuring adherence to health and safety and environmental legislation and standards, carrying out risk assessments on physical or human resources.

Manage and continuously review the network of services related to the district to maximise efficiency in conjunction with the Area Scheduler and Area Manager.

Respond to and provide constructive and consistent solutions to a variety of employee and trade union issues in order to maintain good industrial relations, e.g. requests for flexible working, shift changes, personal issues, uniform queries, absence and health and welfare issues, disciplinary situations.

Maintain and develop systems and records to meet legal and practical needs and to provide KPI/reports as required by Area Manager and Operations Technical Services.

Investigate and respond effectively and promptly to accidents/RTA's and emergency situations.

Investigate and respond effectively to customer complaints and compliments in order to portray the company in the best possible light.

Represent the Company by interfacing with key stakeholders, e.g. ELB's/schools, Local Political representatives, Local Authorities, Community Groups.

Manage Contracts applicable within the district.

Maximise the use of all operational technical systems to ensure an efficient, compliant service which provides safety and value for money for customers.

Ensure appropriate consideration is given to the organisations equality duties as well as specific commitments associated with your job role.

What you'll need to succeed
You will have operational management experience and experience of people management in a trade unionised environment. You will be IT proficient and have a working knowledge of Microsoft packages. You have third level education. You will have experience of driving excellent customer services. You will have experience of budget preparation, financial forecasting and financial analysis. You will have the ability to work on your own initiative and to lead continuous improvement and efficiency initiatives. You will have the ability to plan, organise and make decisions during normal business cycles and in emergencies and be committed to support the demands of a seven day operation including outside normal business hours.

What you'll get in return
My client is offering an excellent salary along with other attractive benefits, this is an excellent opportunity for a committed and ambitious individual to embark on a very stimulating career in which they will enjoy autonomy and have the chance to mark their mark whilst developing their skills. You will become an integral part of a very progressive and forward thinking company who is a household name across the province.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

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