Delivery & Performance Lead — Ops & Service Delivery

AWD online; Weymouth; Hybrid; GBP 48,000 - 65,000; Full time

Benefits offered by this job

Employer pension contribution

28.5 days’ annual leave

Enhanced family leave

Up to three paid volunteering days a-

Job summary

AWD online is seeking an Operations Manager / Service Delivery Manager to lead high-performing teams through major transformation. You will translate strategic priorities into practical plans, coach managers, and drive service improvement while ensuring delivery against KPIs.

The role emphasizes data-informed decisions, continuous improvement, and stakeholder collaboration to deliver sustainable change across multiple sites and teams.

Qualifications

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

Responsibilities

• Operational leadership of high-performing, customer-focused teams.
• Coaching, supporting and challenging managers to improve team effectiveness.
• Set priorities, allocate resources and drive delivery against service standards and KPIs.
• Use data, trends and customer feedback to identify risks and drive action plans.
• Lead continuous improvements in processes, productivity, and quality of service.
• Embed transformation activity and translate strategy into operational plans.

Skills

Leadership

Coaching

Data-driven decisions

Continuous improvement

Change management

Education

Leadership/Management qualification

Job description

AWD online is seeking an Operations Manager / Service Delivery Manager to lead high-performing teams through major transformation. You will translate strategic priorities into practical plans, coach managers, and drive service improvement while ensuring delivery against KPIs.

The role emphasizes data-informed decisions, continuous improvement, and stakeholder collaboration to deliver sustainable change across multiple sites and teams.