Service Delivery Manager
16 days ago
Cheltenham
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. #J-18808-Ljbffr