Service Delivery Manager
The Service Delivery Manager plays a critical role in overseeing daily transit operations and ensuring high-quality service delivery. This position is based in Las Vegas, Nevada and supports the Fixed Route. The Service Delivery Manager is responsible for frontline operational performance, on-time service delivery, employee supervision, and ensuring compliance with safety and service standards. This role also supports technology implementation, monitors service metrics, and works closely with leadership to drive operational excellence.
Competitive compensation package of $75,000 - $95,000 annual salary
Benefits include:
- Vacation: minimum of two 2 weeks
- Sick days: 5 days
- Holidays: 10 days; 6 standard and 4 floating
- Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.
Benefits may vary depending on location policy. The above represents the standard Corporate Policy
Key Responsibilities:
- The Service Delivery Manager is a key member of the extended local leadership team by providing 24/7 management presence to frontline operations staff.
- Monitors and evaluates daily Operations activities and employee's performance including missed runs, on-time statistics, total work and pay hours, customer complaint data, attendance, accident data, and other operations related functions.
- Ensures performance indicators meet or exceed client and corporate expectations. Liquidated damages are kept to a minimum, and failures are corrected.
- Responsible for implementation and support of business-critical operations technologies (VDS, Zonar,AVL etc) which requires serving as a subject matter expert on the tools and making recommendations on the best application of the tools into the operating environment.
- Responsible for managing the location's performance, make best practices recommendations, train on technology solutions, and facilitate the implementation of those solutions. These activities, overall, support the improvement of service quality and financial performance of Transdev operations.
- Coordinates the dispatching, in-service monitoring, and turn-in activities involved in daily transit operations.
- Develops manpower requirements for Window, Yard Supervisors, and assists with evaluating patterns for revisions.
- Develops procedure manuals for Window, Yard Road Supervisors, and Drivers. Holds routine meetings with Window and Yard Supervisor staff to respond to service issues and keep staff abreast of customer or company changes and requirements.
- Completes necessary daily and/or weekly reports for company and client to ensure Service Quality.
- Tracks and maintains employee attendance, Zonar and VDS systems.
- Recommends and disciplines operations personnel.
- Informs Division Manager of potential risks in the operation.
- Ensures staff are well trained and being successful.
- Ensures the company vision, values and culture are understood, communicated, and promoted throughout operations.
- Responsible for maintaining positive employee and labor relations including regular engagement with frontline operations staff, acknowledging performance, providing coaching, promotion opportunities and overall job satisfaction.
- Performs all other duties as assigned and may assist with other areas based on location needs.
Qualifications:
- A high school diploma or equivalent
- Must be skilled in customer service delivery, problem-solving, and decision-making.
- Excellent communication and negotiation skills, ability to influence without authority.
- Must have a working knowledge of ADA law and ADA service requirements.
- To be dependable and proficient in time management, meeting deadlines, and multi-tasking.
- To be able to work a flexible schedule which may include weekends and holidays as required.
- To have a working knowledge of the Trapeze scheduling software
- A minimum of three years of Supervisory experience
- Exceptional customer service skills and professional Customer-focused telephone manners
Physical Requirements:
The essential functions of this position require the ability to:
- Work outside in varying temperature, weather, and humidity conditions
- Sit for extended periods (up to 6-8 hours per day); frequently walk for long distances and on possible sloped ground or slippery and uneven surfaces
- Push and pull objects up to 50 pounds, occasionally throughout the workday; lift material weighing up to 50 lbs. with or without assistance; occasionally bend, kneel, or crouch to files or equipment stored at ground level
- Withstand heavy traffic areas while performing the duties of the job; tolerate exposure to considerable amounts of dust, vehicle fumes and noise
• Must be able to work shifts or flexible work schedule as needed.
• The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.
• Work environment will be a combination of both indoors and outdoors.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Drug-free workplace:
Transdev maintains a drug-free workplace. Applicants must:
- Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.).
- Successfully pass a pre-employment drug screen.
Job Category: Operations Management & Supervisory
Job Type: Full Time
Req ID: 8625
Pay Group: 2Y9
Cost Center: 226
