Job Description

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

Leadership & People Management

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.

Performance Monitoring & Operational Oversight

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.

Reporting & Analytics

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.

Stakeholder Communication

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.

Process Improvement & Compliance

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

Desirable

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 -

67,000 plus up to 30% annual bonus

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 Holiday buy/sell scheme Pension scheme and chance to buy discounted First Group shares 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.


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.