Delivery & Performance Lead — Hybrid Operations

AWD online; Gloucester; Hybrid; GBP 51,000 - 62,000; Full time

Benefits offered by this job

£16,393 employer pension contribution

Flexible working hours

Hybrid working options

28.5 days’ annual leave

Up to three paid volunteering days a£

Job summary

AWD online is seeking an Operations Manager / Service Delivery Manager in Gloucester to lead operational teams through a major transformation. You will use data to set priorities, allocate resources and improve service delivery, coaching managers and embedding continuous improvement across the organization.

The role emphasizes senior leadership, stakeholder engagement, and delivering sustainable change with a mix of on-site and remote work. A strong pension and generous benefits support the role.

Qualifications

• Evidence of creating a high-performing culture through clear expectations and capability building
• Strong coaching skills with experience supporting and challenging managers
• Experience leading through others, driving operational performance and accountability for outcomes
• Experience using operational performance data and insight to set priorities and improve service delivery
• Evidence of leading continuous improvement with measurable improvements
• Experience leading and embedding change in a complex operational environment
• Ability to translate strategic priorities into practical operational plans

Responsibilities

• Lead high-performing, customer-focused teams through managers
• Coach, support and challenge managers to strengthen leadership capability
• Set priorities, allocate resources and drive delivery against service standards and KPIs
• Use data, trend analysis and feedback to identify risks and create action plans
• Lead continuous improvement and embed best practices across teams
• Embed service improvement and transformation activities with senior stakeholders
• Directly manage Team Leaders and travel to other offices as needed

Skills

Leadership

Coaching

Performance management

Data-driven decisions

Change management

Strategic planning

People management

Tools

Pension contributions knowledge

Job description

AWD online is seeking an Operations Manager / Service Delivery Manager in Gloucester to lead operational teams through a major transformation. You will use data to set priorities, allocate resources and improve service delivery, coaching managers and embedding continuous improvement across the organization.

The role emphasizes senior leadership, stakeholder engagement, and delivering sustainable change with a mix of on-site and remote work. A strong pension and generous benefits support the role.