Delivery & Performance Lead - Hybrid Ops Coach

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

Benefits offered by this job

Pension contribution

Flexible working hours

Hybrid working options

Paid annual leave

Bank holidays

Parental leave

Accreditation support

Volunteer days

Learning & development

Job summary

AWD online invites applications for an Operations Manager / Service Delivery Manager role in Gloucester. Lead cross‑functional teams through a major transformation, shaping service delivery, performance standards and customer outcomes.

The role blends on‑site leadership with hybrid working and regular stakeholder collaboration to deliver sustainable change. The successful candidate will coach managers, translate strategic priorities into practical plans, and drive continuous improvement across

Qualifications

• Proven ability to create a high‑performing culture through clear expectations and capability building.
• Strong coaching skills with evidence of supporting managers.
• Experience leading through others and driving operational performance.
• Ability to use data and insight to set priorities and improve delivery.
• Experience embedding continuous improvement with measurable outcomes.
• Capability to translate strategy into practical operational plans.

Responsibilities

• Provide operational leadership to high‑performing teams and foster accountability.
• Coach managers to strengthen leadership capability and drive performance conversations.
• Set priorities, allocate resources and drive delivery against service standards and KPIs.
• Use data and customer feedback to identify risks and develop action plans.
• Lead continuous improvement initiatives to boost productivity, quality, and customer experience.
• Embed service improvement and transformation, aligning with senior stakeholders.
• Manage Team Leaders and travel to other offices as required.

Skills

Leadership

Coaching

Operational leadership

Data-driven

Continuous improvement

Change management

Strategic planning

Education

Leadership qualification

Management qualification

Job description

AWD online invites applications for an Operations Manager / Service Delivery Manager role in Gloucester. Lead cross‑functional teams through a major transformation, shaping service delivery, performance standards and customer outcomes.

The role blends on‑site leadership with hybrid working and regular stakeholder collaboration to deliver sustainable change. The successful candidate will coach managers, translate strategic priorities into practical plans, and drive continuous improvement across