Job Description

Service Delivery Manager (SDM)

Full-Time Permanent

125 Slater Rd, Cranbrook BC

Be the leader who keeps transit moving

Great service doesn't happen by accident--it takes coordination, accountability, and strong on-the-ground leadership. As Service Delivery Manager (SDM) for the East Kootenays, you'll oversee day-to-day transit operations, support and guide drivers, and ensure service is delivered safely, reliably, and on time. This role is ideal for someone who thrives in dynamic environments and takes pride in making sure every shift runs smoothly.

What You'll Do:

Monitor and manage service delivery performance metrics including on-road service delivery, on-time performance, customer complaints, and collision data. Provide real-time, on-road supervision of transit operations in the East Kootenays and ensure compliance with operational procedures. Oversee driver training, evaluation, and annual formal reviews for all Conventional, Custom, and Community transit operators. Lead driver discipline, monitor regulatory compliance, and provide coaching and corrective action as needed. Dispatch drivers and vehicles, make real-time adjustments for breakdowns, traffic, or weather conditions. Investigate incidents, including collisions, passenger injuries, and spills, and ensure timely and complete reporting. Respond to on-road issues via radio, monitor transit exchanges, and ensure consistent coordination of passenger transfers. Support and manage customer service by maintaining daily logs and addressing service disruptions or customer concerns. Lead Occupational Health & Safety (OH&S) initiatives, identify hazards, and facilitate SGSM and monthly safety meetings. Support driver recruitment and hiring processes in collaboration with the General Manager. Oversee and monitor daily Pre-Trip inspection forms, ensure paperwork is accurate, and enter vehicle kilometers into the system. Coordinate with maintenance providers for bus servicing and repairs. Utilize computer software effectively including MS Office (Word, Excel, Outlook) and Keolis-specific applications.

What We're Looking For:

Proven experience in transit or transportation operations, ideally with supervisory or management responsibilities. Strong understanding of key transit performance indicators and operational metrics. Knowledge of driver scheduling, dispatching, and incident response procedures. Comfortable working in dynamic, real-time environments with strong decision-making under pressure. Technologically confident, with working knowledge of computer applications and willingness to learn new tools and software. Strong interpersonal and leadership skills--able to motivate, mentor, and hold team members accountable. Commitment to workplace safety and experience leading OH&S initiatives or meetings. Detail-oriented with a proactive mindset for solving problems before they become bigger issues. Flexible and dedicated. This role may occasionally require extended hours to support operations or team needs. Travel to various locations in East Kootenay area may be required. Local to the Cranbrook or Kimberley area or willing to relocate.

BONUS If You Have:

Experience working in public transit or unionized transportation environments A Class 2 with (Q) Air Brake Endorsement license Familiarity with occupational health & safety regulations specific to the transportation industry Knowledge of transportation software such as Hastus, Trapeze, or other scheduling/dispatch tools

What We Offer:

Monday - Friday | Full-Time Permanent | Competitive Salary | Health & Dental Benefits | RRSP | PTO


Salary Range: 80-85k per year, based on qualifications and relevant experience

About Keolis:

Keolis provides mobility to over 3.4B passengers a year in 15 countries, operating every mode from commuter trains and automated metros to shared bicycles. The almost 1,857 employees of Keolis Canada operate light rail vehicles, urban buses, intercity coaches and airport shuttles. For over 12M passengers a year, they make reaching their destination a safe, reliable and pleasant experience.