Head Of Service Operations Jobs (NOW HIRING)

Transdev is looking for a Head of Service Delivery / Operations in Saudi Arabia, Riyadh

Mobility Company

At Transdev, we are proud to make 12 million people travel everyday around the world to efficient, simple and eco-friendly transport services that serve the territories.

Because we operate a wide range of transportation modes (Metro, Commuter Trains, LRT/ Tramways, Bus Rapid Transit, Buses, Coaches, ferries, etc.) and as we are established in 19 countries across five continents, everywhere we are, we aspire to promote the initiative of our multicultural teams.

Joining Transdev means joining men and women who serve others and work in a meaningful industry: mobility.

Mobility Company

At Transdev, we are proud to make 12 million people travel everyday around the world to efficient, simple and eco-friendly transport services that serve the territories.

Because we operate a wide range of transportation modes (Metro, Commuter Trains, LRT/ Tramways, Bus Rapid Transit, Buses, Coaches, ferries, etc.) and as we are established in 19 countries across five continents, everywhere we are, we aspire to promote the initiative of our multicultural teams.

Joining Transdev means joining men and women who serve others and work in a meaningful industry: mobility.

Destination/ Roadmap

On 28 November 2024, Qiddiya Investment Company ("Client") has issued a request for proposal for the design, supply, construction, installation, operation and maintenance of Q-Shuttle and Park & Ride mobility services for the city of Qiddiya in KSA ("Project").

Transdev, as lead member, in consortium with Nesma (Saudi based group) and Moventis-TCC (Spanish based operator), 2 two highly experienced local and global partners, has responded to the RFP by submitting a proposal on March 25, 2025. Below the participation interests of in the Consortium:

          Transdev: 51%

          Nesma: 30%

          Moventis-TCC: 19%

Overall, the Consortium has over 50-years of service delivery experience.

Project Brief

The Project is greenfield and will be delivered as follows:

Project consists of 2 services line (mainly electric):

• Q-Shuttle Service (coaches): road-based regional service providing the connection from Riyadh to Qiddiya (total of 7 routes which will be delivered in 3 stages);
• Park & Ride Service (buses): providing a first/last mile connection between Park & Ride and Resort Core (Six Flags & Aqua Arabia theme parks) for visitors to Qiddiya arriving by private vehicle or taxi.

Project Company will be the special purpose vehicle that will be set-up by the Consortium members (should the Consortium be awarded the Project) and that will establish a contractual relationship with the Client to deliver all works and services requirements throughout 10 years period. Contractor will be responsible for:

Procure diesel and electric vehicle fleets for the Q-Shuttle and Park & Ride Service lines :

• Procure and integrate the ITS in the respective fleet.
• Design, construct, test and commission e-Depots, Charging Infrastructures and Welcome Centers and related ITS.
• Operation and maintenance of all the above assets.

The Head of Service Delivery leads the service delivery function to build a high-performing workforce, developing the people capability of the Project Company in the provision of safe and reliable bus and coaches services, and compliance with contractual KPIs whilst delivering improvements in quality and cost effectiveness.

In particular the Head of Service Delivery will:

• Manage the planning, execution, and real-time supervision of the fleet (mainly electric) bus/coach services\
• Ensure that daily operations meet the contractual defined service quality, safety, and reliability standards, and that passengers experience a consistent, timely, and accessible service across the network
• Responsible for the operational strategy, overseeing scheduling, dispatch, fleet deployment, driver management, control center operations, and customer service coordination.

Key Responsibilities

You will be part of Executive Committee of the Project Company which will comprise of other key senior leaders in charge of delivery the Project. Key responsibilities for the Executive Committee that will be in place throughout the 10-years of the Contract Period, will include:

• Owning the vision for the Project
• Leading the Project, providing clear leadership and direction throughout its life
• Securing the budget required from the outset to set up and run the project, and fund the transition activities so that the desired benefits can be realized
• Providing overall direction and leadership for the delivery and implementation of the project
• Having accountability for its outcomes
• Being accountable for the Project's governance arrangements
• Managing the interface with key senior stakeholders, keeping them engaged and informed
• Managing the key strategic risks facing the project
• Maintaining the alignment of the Project to the Client's strategic direction

Main missions of the Head of Service Delivery / Operations consist in:

Service Planning & Scheduling

• Managing all aspects of the service delivery function and drive operational performance
• Overseeing the development and implementation of service delivery planning, scheduling and rostering activities which includes as a key input service delivery performance and asset utilization
• Develop and continuously optimize operational schedules, frequencies, and headways across all routes based on customer demand, fleet availability, traffic conditions, EV consumption, charging capabilities and battery capacity assumptions

Driver Operations Management

• Oversee daily rostering, shift allocation, and attendance monitoring for drivers and operational staff meeting the requirements of the Project Agreement
• Monitor and improve driver performance, punctuality, customer service behavior, and adherence to safety protocols.

Operational Performance

• Managing the operating expenditure budget and monitoring all costs including payroll, overtime and other labor costs
• Identifying and acting on variations to budget, in order to improve overall financial performance
• Mitigating risks associated with operating the fleet and integrate into affiliated business plans and procedures
• Being responsible for ensuring the service delivery KPI's (e.g., on-time performance, missed trips, mean distance between failures, driver incidents) are met with regard to contractual obligations
• Produce detailed reports for internal use and external stakeholders, highlighting KPI management affecting our performance including operational, health & security, social, environmental, financial, and our passengers

• Developing and maintaining effective contractor management and other stakeholder relationships
• Managing the strategic and day to day delivery of the services, assessing all operational risks and ensuring appropriate mitigation is in place

Operational Readiness

• Support pre-launch service trials, testing, and phased roll-out of diesel and electric fleet operations, ensuring systems and staff are fully prepared for Operational Readiness pursuant to the timeline agreed with the Client
• Contribute to the development and refinement of SOPs, emergency response plans, and service contingency strategies

Operational Control Center (OCC)

• Lead the OCC team responsible for monitoring fleet movement, service adherence, and incident response
• Ensure real-time decision-making processes are efficient and that service disruptions are managed quickly and effectively

Fleet Coordination

• Align daily bus allocation with maintenance schedules and depot capacity to ensure on-time deployment
• Work closely with the fleet maintenance team to monitor vehicle availability and manage mid-day fleet changes or breakdowns.

Customer Experience

• Coordinate with customer service teams to resolve operational complaints, improve accessibility features, and address passenger feedback