Service Delivery Manager

Service Delivery Manager

Full time position based in Sunbury

Donric Group has over 40 years of experience in providing high quality, professional and safe passenger transport services to our local communities.

Donric Group employs more than 400 staff and operates over 300 buses and coaches across 12 main depot locations in Victoria and far north Queensland. Our growth and development continue to be built on the professionalism of our staff, the quality of our fleet, the strong relationships with our customers and our highest standards of service delivery which exceed expectations and support a rapidly growing.

Our company values are Delivery, Ownership, Noble, Respect, Integrity and Culture.

Donric Group is proud to be an Equal Opportunity Employer and our people represent the community which we service. We invite all suitably qualified applicants to apply, including First People and people from diverse social and cultural backgrounds.

Donric Group is also proud to be committed to the 2022 Victorian Child Safe Standards which includes the safety and wellbeing of children with a disability and from Aboriginal and culturally diverse backgrounds. This is referenced in our company Child Safety and Wellbeing Policy and Code of Conduct.

We offer flexible conditions and hours, competitive wages and a positive culture that invites staff participation. As a family-owned and operated business, we value our people and are focused on providing training and development opportunities based on performance and merit.

The Opportunity

Due to our continued growth, the Donric Group is currently seeking a full-time Service Delivery Manager to ensure a continued high standard of operational performance in providing scheduled and emergency bus services across Melbourne. This includes providing support to our front-line staff (including team leaders, drivers and customer experience officers), working with our partners (including subcontracted bus providers) and working with all stakeholders in delivering scheduled and emergency bus services.

The role will require you to:

· effectively manage and motivate staff to achieve as a high performing team;

· lead and manage the safe, efficient and profitable delivery of all services;

· meet all contractual requirements and performance targets;

· deliver a customer experience which surpasses current industry standards both internally and externally;

· work in partnership with external stakeholders to deliver service improvements;

· manage financial performance of the operation and implement action plans to meet targets;

· lead by example to ensure compliance with all statutory requirements, internal policies, procedures and reporting;

· contributing to the organisational strategic plan;

· ensure compliance under applicable Bus Safety Regulations and any other relevant safety legislation;

· manage, monitor and implement QHSE compliance;

· co-ordinate bus supply through the engagement of third-party operators in addition to utilising internal capability;

· become the point of call for all stakeholders both before and during service delivery;

· meet all operational KPI’s; and

· work with our scheduling team to develop timetables, driver shifts and rosters via our internal scheduling system.

· Managing budgets, pricing and commercial arrangements

· Driving efficiencies to ensure contracts remaim financially viable and delivered on budget.

· Periodic Stakeholder Reporting

· Further develops internal capability through fleet acquisitions.

· Development of capacity management plans.

About you

You will have:

· previous experience in a supervisory or Management role with a strong focus on stakeholder engagement and the delivery of a seamless customer experience;

· previous experience in managing a team with a can-do and supportive attitude;

· an ability to motivate staff to achieve results;

· excellent communication skills in order to communicate effectively and influence colleagues and other stakeholders;

· knowledge of applicable Bus Safety and Road Regulations (advantageous, not essential)

· previous experience using the Austrics scheduling system (advantageous, not essential);

· sound knowledge of the geographical layout of metropolitan Melbourne;

· a capacity to work in a high-pressure environment and solve problems; and

· an ability to focus on continuous improvement and to meet and exceed all KPI’s.

We offer flexible conditions and hours, an attractive salary package and a positive culture that invites staff participation and individual growth. As a family-owned and operated business, we value our people and are focused on providing training and development opportunities based on performance and merit.

If you have excellent presentation, pride in your work and enjoy meeting people, we would love to hear from you.

Job Type: Full-time

Salary: $120,000.00 – $140,000.00 per year

Benefits:

• Company car
• Employee mentoring program
• Free drinks
• Free food
• Professional development assistance
• Salary packaging

Schedule:

• 8 hour shift
• Flexible hours
• Monday to Friday
• On call

Supplemental pay types:

• Performance bonus

COVID-19 considerations:
All employees adhere to a Covid Safe Plan

Application Question(s):

• How many years experience do you have in managing a team?
• Do you have experience in the Bus industry?

Experience:

• Management: 1 year (Preferred)

Licence/Certification:

• Full Driver Licence (Preferred)

Work Authorisation:

• Australia (Preferred)