Service Delivery Manager

Mill Lane, Digbeth

Job Details


UK Head Office - Head Office

Contract Type


Working Pattern

Full Time



Closing Date

27/05/2022 22:45

Join us on the Journey...

We have an opportunity for a Service Delivery Manager based in our UK Head Office

What you will do...

  • Work with internal stakeholders and partner operators to drive improvements to service delivery for customers, focussing on developing the relationship with operators to ensure optimum performance.
  • Ensure all operators are clear on the standards of delivery and compliance expected from them and are given clear improvement targets where appropriate.
  • Ensure operators are working with under performing drivers and where necessary action plans are created and documented to deliver improvements.
  • Support the introduction of new operators onto the network by carrying out deliverability testing on prospective operators and using the operator mobilisation framework. 
  • Support the production of the National Express Operator Evaluation Tables and other KPI reporting, including a monthly board report.
  • Ensure that action is taken when incidents or problems occur and manage outcomes within the framework of the Operator Agreement and other relevant standards.
  • initiatives which will drive improvements to either delivery or partner operator engagement.

What you will need...

  • Excellent interpersonal skills and ability to influence at various levels – internal and external
  • Experience of compiling and interpreting complex reports
  • Confident presenter 
  • Front line operational experience would be an advantage

In return, we offer a wide range of benefits such as...

  • £35,000 per annum
  • Free travel for you and your partner
  • Company pension
  • Access to NX Health Bus
  • Employee Assistance Programme
  • Variety of deals and discounts available through NX online portal

Things to note...


At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees.

As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment.



Your place in our world

Head of Operations
Service Delivery Manager