Service Delivery Manager

     The Regional Transit Authority gets people moving around New Orleans. Our transit services provide mobility to residents of the city as well as tourists, providing incredible views and comfortable rides through historical       neighborhoods and countless attractions. RTA’s system includes 5 streetcar lines, 30 bus routes, 2 ferry routes, and paratransit services. Our passengers take more than 19 million rides every year. 

     Non-Represented Employment Opportunity

    JOB Title: Service Delivery Manager (for Internal Employees only)

    POSITION STATUS: Full-Time 

    FLSA CLASSIFICATION: Exempt

   STARTING salary range: $78315- 85,344, Based on Qualifications

    JOB SUMMARY

  The Service Delivery Manager is responsible for overseeing both day-to-day transit service delivery in the field and the administrative, compliance, and accountability functions that support safe, reliable, and efficient           operations. This role serves as the primary operational leader, bridging frontline supervision, operator performance, attendance management, accident/incident oversight, corrective action processes, and ADA compliance.

     REPORTS TO

  Director of Bus, Director of Rail Operations, Director of Para Transit

    TITLES OF POSITIONS REPORTING DIRECTLY TO THIS JOB AT TIME OF ADVERTISEMENT

   Supervisor, Clerks, Operators

    ESSENTIAL FUNCTIONS

• Provide overall leadership for daily fixed-route bus, rail (if applicable), and paratransit service delivery, ensuring on-time performance, safety, ADA compliance, service reliability, and customer satisfaction.


• Oversee operational performance across all service modes, including monitoring schedules, service adherence, detours, missed trips, and service disruptions.


• Actively monitor route performance, service adherence, detours, and special operations, taking corrective action to minimize service disruptions.


• Maintain a consistent and visible field presence to support supervisors and operators, assess operational conditions, and reinforce performance expectations.


• Serve as the primary escalation point for service delivery issues requiring management intervention.


• Oversee operator attendance monitoring, ensuring accurate tracking, documentation, and reporting in compliance with policy and labor agreements.


• Analyze trends, patterns, and systemic issues; develop corrective strategies in collaboration with supervisors and leadership.


• Provide guidance to supervisors on consistent application of attendance standards and accountability measures.


• Support workforce planning efforts related to coverage, absenteeism, and operational readiness.


• Ensure investigations are completed in a timely manner and in compliance with regulatory, safety, and organizational requirements.


• Collaborate with Safety, Training, and Planning & Scheduling to identify root causes and implement corrective and preventive measures.


• Coordinate training and coaching for operators and supervisors following incidents, accidents, policy violations, or performance deficiencies


• Support continuous improvement initiatives focused on safety, service quality, and workforce performance.


• Support DOT compliance activities, including operator licensing, medical certification tracking, and documentation


• Ensure operational documentation meets all applicable regulatory, safety, and organizational standards.


• Assist in audits, reviews, and compliance inquiries as required.


• Oversee clerical and administrative functions supporting operations, including supervision and monitoring of the clerk’s office based on organizational needs.


• Ensure accurate, timely, and consistent preparation of operational, attendance, safety, and performance reports.


• Analyze data to identify trends, risks, and improvement opportunities, and present findings and recommendations to leadership.


• Maintain data integrity across operational systems and reporting tools.


• Collaborate with field operations, dispatch, maintenance, safety, training, and executive leadership to ensure alignment of operational priorities.


• support leadership initiatives related to service delivery, workforce accountability, and organizational performance.


• Promote a culture of safety, accountability, professionalism, and customer service excellence.

  REQUIRED QUALIFICATIONS

  Bachelor’s degree in business administration, Transportation, or related field OR equivalent experience.

  3–5 years of experience in transit operations or service delivery management.

  Experience with Para transit

  Knowledge of attendance management, accident investigations, and corrective action processes.

  Experience working in a unionized environment preferred.

  Proficiency in Microsoft Office Suite and reporting tools.

  PREFERRED QUALIFICATIONS

• Bachelor’s degree in Transportation Management, Business Administration, Public Administration, or a related field, with five (5) or more years of progressively responsible experience in transit operations or service delivery management.

• Demonstrated experience overseeing both field operations and administrative/compliance functions, including attendance management, accident/incident investigations, corrective action, and labor-related processes in a unionized environment.


• Strong analytical and leadership skills with the ability to interpret operational, safety, and performance data, collaborate across departments, and present findings and recommendations to senior leadership.

   LICENSING REQUIREMENTS

• Valid Louisiana CDL driver’s license 

  ESSENTIAL WORKING CONDITIONS

  Operates a computer and other office machinery.

  Must be licensed and be able to safely operate a non-revenue vehicle.

  Must be able to lift up to 20 pounds at times.