Service Delivery Manager

PWTransit Canada
Posted 21 days ago
$80,000 – $85,000 annually
Full Time

Job Description

At PWTransit, you belong to a world-class team of innovators and industry leaders who are passionate about getting passengers Safely Home. You’re a people mover and a difference-maker, living by a set of shared values, entrusted to safely transport people to and from their destinations. Our culture is driven by inclusivity and people who are empowered, proud, and believe in the power of a positive attitude.

We look for people who have a safety-first mindset, who are collaborative leaders, who deliver on their commitments, who empower and engage their employees to achieve great things, and who believe in inclusion.

Reporting to the General Manager, the Service Delivery Manager is responsible for planning, monitoring and reporting of all public transit service delivery activities for PWTransit’s operation in the West Kootenay Region, operated under contract with BC Transit. The Service Delivery Manager provides direction to Transit Bus Operators and other staff to ensure that public transit service is delivered to the community/region in line with Company and BC Transit policy/contract parameters and company expectations.


Education and Related Work Experience

  • Requires college education or substantial industry experience in road transportation operations, municipal works, or emergency services in either a management or supervisory role
  • Several years of public transit industry experience, specifically experience in supervising transit operations staff preferred
  • Experience supervising/managing employees in a unionized workforce
  • Class 2 driver’s license or higher with air brake endorsement an asset
  • A positive, team-building attitude with problem solving skills and true dedication to providing excellent customer service in a timely and professional manner
  • Computer savvy with an ability to grasp new programs and applications
  • Knowledgeable and skilled at applying modern leadership principles to a multi-generational workforce


  • Plan, develop, organize, manage, and evaluate PWTransit’s public transit operations
  • Direct the workforce to achieve maximum operational effectiveness and transit system efficiencies, including driver evaluations, small group safety talks, and ride-alongs
  • Provide positive guidance, mentoring and support to the operations and maintenance staff
  • Direct the activities of staff in relation to transit operations including dispatching, vacation coverage, sick call ins, and routing
  • Ensure all PWTransit staff are aware of Company policies/procedures and monitor compliance
  • Plan, develop and implement health/safety and security programs/activities
  • Track staff training initiatives and ensure new employees are adequately trained after being deployed for regular duties
  • Monitor operations throughout our service delivery hours to ensure staff complies with policies and procedures, safety rules, union contracts, and government regulations
  • Direct and manage governance and regulatory compliance procedures related to transit activities
  • Forecast, document and report Key Performance Indicators to measure the effectiveness of the transit operations and develop strategies to correct problem areas
  • Lead investigations of collisions and provide accurate reporting as well as follow up and action plans to prevent further incidents
  • Respond professionally and quickly to all customer service complaints, including investigation and follow up with individuals involved
  • Participate in union contract negotiations and develop a positive, respectful relationship with the union
  • Extensive use of software for tracking, reporting, and monitoring of our service delivery performance
  • Work with Leads and Trainers to establish consistent, safe, and customer focused behaviors within the driver team
  • Develop a strong, positive, and professional relationship with our BC Transit partners and participate in various workshops, seminars, and committee meetings


$80,000 – $85,000 annually, based on experience and qualifications.

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