Head of Service Delivery

As Head of Service Delivery, you will provide senior operational leadership across a range of business and customer-focused services, ensuring they are delivered efficiently, consistently and to a high standard.

Responsibilities

• Lead and develop a high-performing service delivery function
• Oversee day-to-day operational delivery across services and events
• Strengthen planning, scheduling, workflow and resource management
• Develop and monitor service standards, KPIs and performance reporting
• Lead continuous improvement, including the use of systems, automation and emerging technologies
• Manage budgets, resources, suppliers and operational contracts
• Support colleague and volunteer engagement across service-related teams
• Ensure robust approaches to risk, compliance, business continuity and service quality
• Deputise for the Director of Operations and Business Development as required

Qualifications

• Senior experience leading service delivery teams or operational functions
• Experience in a multi-site, national or complex service environment
• A track record of improving service quality, efficiency and performance
• Strong people leadership skills, including coaching, development and performance management
• Experience managing budgets, resources, suppliers and service delivery targets
• Strong stakeholder management and communication skills
• A practical understanding of risk, compliance, safeguarding and service quality
• A commitment to continuous improvement, innovation and collaborative working
• Experience in first aid training, event medical services, healthcare, regulated services or the not-for-profit sector would be advantageous, but is not essential

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