Service Delivery Manager - Cranbrook
Top Benefits
About the role
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.
About Keolis
Keolis is a leading passenger transport business, operating in 16 countries around the world. Since 1996 we've operated some of the UK's busiest rail franchises, delivering one in three rail journeys and employing nearly 9,000 people.
We draw upon our international best practice as an operator of some of the world's most advanced railways, and as the biggest operator of light rail services globally, to deliver innovative, partnership–led passenger transport services here in the UK.
At the heart of everything we do is an understanding of the importance of integrated transport systems, and a track record of delivering them successfully the world over. We work with other operators to connect different modes of transport, creating single, simple networks.
We think like a passenger, and use innovation and investment to continually drive improvements in their experience. Our collaborative approach to operating services sees us form close relationships with clients and stakeholders, helping to improve quality while reducing operating costs.
Keolis UK franchises include: Southeastern, London Midland, GTR, Docklands Light Railway, Manchester Metrolink and Nottingham Trams.
Service Delivery Manager - Cranbrook
Top Benefits
About the role
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.
About Keolis
Keolis is a leading passenger transport business, operating in 16 countries around the world. Since 1996 we've operated some of the UK's busiest rail franchises, delivering one in three rail journeys and employing nearly 9,000 people.
We draw upon our international best practice as an operator of some of the world's most advanced railways, and as the biggest operator of light rail services globally, to deliver innovative, partnership–led passenger transport services here in the UK.
At the heart of everything we do is an understanding of the importance of integrated transport systems, and a track record of delivering them successfully the world over. We work with other operators to connect different modes of transport, creating single, simple networks.
We think like a passenger, and use innovation and investment to continually drive improvements in their experience. Our collaborative approach to operating services sees us form close relationships with clients and stakeholders, helping to improve quality while reducing operating costs.
Keolis UK franchises include: Southeastern, London Midland, GTR, Docklands Light Railway, Manchester Metrolink and Nottingham Trams.