Service Delivery Manager

Mill Lane, Digbeth

Job Details


UK Head Office - Operations

Contract Type


Working Pattern

Full Time


£35,000 per annum

Closing Date

10/02/2023 10:00

Join us on the Journey...


We have an opportunity for a Service Delivery Manager working on a hybrid basis and based at our Head Office in Birmingham who will ensure all allocated partner operators for National Express UK Coach deliver to or exceed agreed company standards.

What you will do...

  • 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.  
  • Work with your operators to ensure they have knowledge and understanding of key systems including Drivecam, Tableau, Guardian and Audit Form.
  • Liaise with internal stakeholders when formulating operator improvement plans to ensure targets are appropriate, support is given to achieve those targets and the relevant people are informed of the plan.
  • Support the introduction of new operators onto the network by carrying out deliverability testing on prospective operators and using the operator mobilisation framework.  
  • Provide the Contracts team with robust data to enable contractual escalation in cases of non compliance with improvement targets.
  • Support the production of the National Express Operator Evaluation Tables and other KPI reporting.
  • Liaise with internal stakeholders, such as engineering, contracts and safety, on all key matters relating to your operators.
  • Be the first point of contact with regard to serious or sensitive complaints which require escalation, and liaise with operators and internally as necessary taking responsibility for coordination of the investigation.
  • Ensure that action is taken when incidents or problems occur and manage outcomes within the framework of the Operator Agreement and other relevant standards. 
  • Keep clear records of operator meetings, review dates, incident management, and ensure outcomes are communicated to relevant stakeholders where appropriate.
  • Be familiar with relevant sections of the Operator Agreement, industry standards and company standards in order to ensure any areas of underperformance are addressed in a consistent manner.  
  • Engage with the team and wider business on initiatives which will drive improvements to either delivery or partner operator engagement.

What you will need...

  • Current or recent experience in an Operations Management role
  • Completion of Manager as Coach programme
  • Excellent interpersonal skills and ability to influence at various levels – internal and external
  • Experience of compiling and interpreting complex reports
  • Confident presenter 
  • IT literate and able to learn systems including telematics, DriveCam, operator evaluation system, Qlikview. 

In return for your hard work and commitment you will receive:

  • £35,000 per annum plus car allowance and a performance based bonus
  • A National Express Coach pass for you and family discounts 
  • A National Express West Midlands bus pass for yourself
  • A Company pension 
  • Life Assurance
  • Exclusive benefits and savings from thousands of the UK's largest retailers and service providers
  • Free access to our award winning Health Bus; providing free and accessible health checks
  • Access to our Employee Assistance Programme which includes free counselling and further support to improve your health and wellbeing
  • An opportunity to take part in our Cycle to work scheme

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

Senior Service Delivery Manager
Service Delivery Manager