Service Delivery Manager - Bus Operations

Location: Victoria, London Bus Services Ltd

Company: TfL, GLA or OPDC

Contract type: Full-time, Pan-London with hybrid working (50% time office/home over 4 weeks)

Application closing date: 12th :59 hours

• Work closely with stakeholders across TfL and beyond to minimise the impact of planned and unplanned events on London's bus network-planning effective mitigation measures and ensuring clear, timely instructions are in place
• Take ownership of bus station facilities within your area, ensuring they operate safely and efficiently for customers, drivers, and service partners.
• Be proactive in addressing environmental, emergency, and safety issues to exceed performance targets
• Lead your teams to deliver high-quality maintenance of bus stations and stands, keeping disruption to a minimum and escalating urgent issues swiftly. Ensure emergency plans are current and well-communicated
• Partner with TfL's Safety teams to carry out inspections, risk assessments, and route tests-supporting our commitment to the TfL Safety Policy: Everybody home safe, every day
• Manage and develop front-line teams, including Bus Station Controllers (BSCs) and Network Traffic Controllers (NTCs), fostering a culture of empowered decision-making and accountability. Support their growth through coaching, mentoring, and succession planning
• Oversee mobile response teams, ensuring they're deployed effectively to meet business objectives and respond to incidents in line with agreed service levels

• Excellent communication skills, both oral and written (Essential)
• Good negotiating skills and the ability to influence people (Essential)
• Practiced problem-solving skills in an operational environment (Essential)
• Ability to remain calm, courteous, and helpful at all times (Essential)

• A comprehensive practical knowledge of bus operations in London, the causes of disruption and the measures which can be used to minimise this disruption (Essential)
• An excellent geographical knowledge of the region and its bus services (Essential)
• An understanding of methods of procuring bus services and of their performance measurement (Essential)
• Knowledge of Health & Safety processes and legislation (Essential)
• Knowledge of project management techniques (Desirable)

• Sound experience in managing dispersed facilities to a high standard (Essential)
• Motivation to achieve quality results and to seek continual improvement (Essential)

• Final salary pension scheme
• Free travel for you on the TfL network
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
• 30 days annual leave plus public and bank holidays
• TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
• Private healthcare discounted scheme (optional)
• Tax-efficient cycle-to-work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria.