Head of Performance – First Bus – Full‑time – Glasgow, Scotland, United Kingdom
Overview
We have a fantastic opportunity for a Head of Performance to join our Central Control team on a full‑time permanent basis. This role will be based from our Caledonia depot with occasional travel to other operational sites.
Reporting to the Operations Director, the Head of Performance is responsible for leading the Central Control Room team to ensure optimal real‑time performance, service delivery, and operational efficiency across the Glasgow transport network. This role plays a critical function in monitoring live operations, identifying and responding to disruptions, and driving continuous improvement through data‑led performance management.
Key Accountabilities
* Lead, manage, and develop a team of control room staff including supervisors and analysts.
* Provide direction, training, and coaching to ensure a high‑performing, accountable culture.
* Schedule, monitor, and support staffing to ensure 24/7 operational coverage.
* Oversee the day‑to‑day performance of the transport network from the control room.
* Implement real‑time monitoring tools and dashboards to track KPIs such as service punctuality, availability, and customer impact.
* Make rapid, data‑informed decisions to address incidents and service disruptions.
* Analyse performance data and produce regular reports for senior leadership.
* Identify trends, root causes, and areas for operational improvement.
* Lead post‑incident reviews and implement lessons learned.
* Serve as the key liaison between operations, planning, customer service, and senior leadership.
* Communicate effectively during incidents or major events, ensuring timely and accurate updates.
* Work collaboratively with field teams to ensure coordinated responses.
* Lead the development and implementation of SOPs for control room operations.
* Ensure compliance with regulatory standards and internal policies.
* Drive continuous improvement initiatives in coordination with broader operational strategy.
Skills & Experience
* Proven experience in transport operations or a similar control/command centre environment.
* Strong leadership and team management skills, ideally with experience managing direct reports.
* Analytical mindset with the ability to interpret performance data and apply insights.
* Excellent decision‑making, particularly under pressure.
* Strong communication and stakeholder management skills.
* Familiarity with transport or logistics control systems and tools.
* Background in public transport, freight, or logistics industry.
* Experience with incident management or crisis response.
* Understanding of regulatory and safety frameworks in transport operations.
* Degree or equivalent experience in Transport Management, Logistics, Operations, or a related field.
* Additional qualifications in performance management or leadership.
Salary and Benefits
* Salary: £67,000 plus up to 30% annual bonus.
* Health: Simply Health & Smart Health for you and your dependents at no cost – e.g., cashback for optical & dental, virtual GP appointments, mental health support, nutrition and fitness advice.
* Financial wellbeing: Access to a platform with discounts on high‑street brands and supermarkets.
* Transport: Discounted train travel for you and your family after 6 months of service and a free bus pass.
* Cycle to Work scheme.
* Holiday: 25 days plus bank holidays.
* Pension scheme and opportunity to buy discounted First Group shares.
* 24/7 access to the Employee Assistance Programme.
Job Details
* Seniority level: Not applicable.
* Employment type: Full‑time.
* Job function: Management, General Business, and Other.
* Industries: Ground Passenger Transportation, Transportation, Logistics, Supply Chain and Storage.
* Location: Glasgow, Scotland, United Kingdom.
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