Welcome to First Bus

First Bus is one of the country's largest bus operators – taking 1.6 million customers to their destinations every day. We're a forward-looking business at the forefront of bus technology, leading the way on contactless payments, mobile Apps and real time information. Our investment in state-of-the-art, new buses is just one part of our transition to a low-carbon future. It's an exciting time to be here.

As we continue to transform and strengthen our organisation, we are enhancing leadership accountability across our regional operations. The Service Delivery Director for Norfolk and Suffolk is a new senior leadership role designed to provide market-level ownership of service delivery in our largest and most complex operating areas.

This role will be based across our Norfolk and Suffolk operations and therefore would suit an individual who can commit to travel across these sites multiple times per week.

About the role

The Service Delivery Director leads the end-to-end delivery of safe, reliable and high-performing bus operations across a major market or complex operating area.

This role brings together operational and engineering performance, ensuring strong day-to-day delivery while leading recovery and systemic improvement where required. As a senior member of the regional leadership team, you will provide clear operational direction, strengthen leadership capability across depots and ensure consistent standards, compliance and customer outcomes across the market.

You will lead and develop Senior General Managers and General Managers, providing strategic oversight and intervention where performance, risk or complexity require strong leadership. The role also acts as the senior operational interface between depot teams, regional leadership and central functions.

Key responsibilities

• Lead end-to-end service delivery performance across the market, ensuring safe, punctual and reliable operations for customers.
• Provide strong operational leadership across multiple depots, supporting Senior General Managers and General Managers to deliver consistent performance and leadership standards.
• Drive recovery and stabilisation in underperforming areas, addressing systemic operational and engineering challenges.
• Integrate operational and engineering performance, working closely with regional engineering leadership to ensure fleet reliability, compliance and service continuity.
• Act as the senior operational decision maker during major service, safety or compliance incidents, leading recovery and assurance where required.
• Use performance data and operational insight to anticipate risk, prioritise interventions and drive sustained service improvement.
• Build strong leadership capability and succession across depot teams, creating a clear development pipeline for future operational leaders.
• Ensure strong governance, regulatory compliance and operational risk management across all activities within the market.
• Work closely with Commercial, Customer Delivery and Engineering colleagues to align service performance with customer outcomes and commercial priorities.

About you

• Senior operational leader with experience in a large, multi-site and safety-critical or regulated environment.
• Proven track record of delivering operational performance and leading recovery or improvement in complex operating environments.
• Strong experience integrating operational and engineering performance to deliver reliable service.
• Credible and resilient leader with the ability to influence and develop senior operational leaders.
• Highly skilled in data analytics, able to use insight to anticipate risk and drive performance improvement.
• Strong commercial acumen, able to balance operational decisions with financial and customer outcomes.
• Visible and inclusive leader who role models safety, accountability and strong leadership behaviours.
• Passionate about delivering safe, reliable services that meet the needs of customers and communities.

Rewards & Benefits

• Your health is important to us which is why we offer Simply Health & Smart Health for you and your dependents at no cost to you! This offering includes cash back benefits across optical & dental as well as virtual GP appointments, mental health support and nutrition and fitness advise. Our EAP provision offers 24hr, 365 days a year mental health support
• We are also committed to your financial wellbeing, and we offer a platform with many discounts on high street brands and supermarkets etc
• Working at First you also receive discounted train travel for you and your family after 6 months service as well as a free bus pass
• Cycle to work scheme
• 25 days' holiday + bank holidays
• Pension scheme and chance to buy discounted First Group shares
• Enhanced maternity / paternity pay
• Flexible working

We put a big focus on physical and mental wellbeing at First Bus. We recognise that anyone can be affected by the stresses and strain of work, or life outside it. You'll find a range of health-promotion initiatives, and you will have 24/7 access to our confidential Employee Assistance Programme.

Please apply now. We look forward to receiving your application.

Public transport serves everyone, whatever their differences. At First Bus, we want to be an employer open to you, no matter what your differences are. We aspire to be an inclusive organisation because diverse backgrounds, thinking and experiences bring so many benefits to our customers, communities and people. We welcome applications from all.

Applicants are advised that background checks will be conducted as a standard part of our recruitment process.