Operational Delivery Manager

NEBOSH; Leicester; On-site; GBP 55,000 - 70,000; Full time

Benefits offered by this job

25 days’ annual leave

Job summary

NEBOSH is seeking an experienced Operational Delivery Manager to lead and develop the Operations Team Leaders, driving high-performing, customer-focused services. You will oversee workloads, service levels, risks and priorities while fostering a positive, inclusive culture.

You will act as deputy to the Head of Operations and Delivery, collaborate with colleagues across Operations, Reliability and Ethical Practice, and support the delivery of organisational objectives.

Qualifications

• Proven experience managing people in customer-focused or operational settings.
• Track record coaching and developing managers and team leaders.
• Ability to balance strategic and day-to-day operational priorities.

Responsibilities

• Lead, coach and develop Operations Team Leaders to grow leadership capability.
• Build a high-performing, customer-focused Operations function.
• Maintain oversight of workloads, service levels and KPIs.
• Support workforce planning, prioritisation and resource management.
• Escalate complex or cross-team operational issues when needed.
• Lead change, continuous improvement and new systems implementation.
• Support risk management, business continuity, audits and assurance.

Skills

Leadership

People management

Stakeholder management

Decision making

Analytical thinking

Communication

Job description

We are looking for an experienced and people-focused Operational Delivery Manager to provide leadership, support and direction to our Operations Team Leaders.

This is an important role within our Operations and Delivery function. You will develop the capability and confidence of our Team Leaders, support them to build high-performing teams and help create a positive, inclusive and accountable culture. Through the Team Leaders, you will maintain oversight of operational performance, service delivery, resources, risks and business priorities, ensuring that our services remain efficient, effective and customer focused.

You will act as deputy to the Head of Operations and Delivery when required and work closely with colleagues across Operations, Reliability and Ethical Practice. You will also collaborate with subject matter experts across the organisation to ensure operational priorities are delivered effectively and in line with organisational objectives.

What you will do

You will:

• Lead, coach and develop Operations Team Leaders, supporting them to grow their leadership capability and manage their teams effectively.
• Build a high-performing, engaged and customer-focused Operations function.
• Maintain oversight of workloads, service levels, operational performance and key performance indicators.
• Support effective workforce planning, prioritisation and resource management.
• Ensure risks, capacity challenges and service issues are identified, managed and escalated appropriately.
• Oversee key assessment, results and certification activities and support their effective delivery.
• Act as an escalation point for complex or cross-team operational issues.
• Lead and support operational change, continuous improvement and the implementation of new systems, services and processes.
• Support operational risk management, incident response, business continuity, audit and assurance activities.
• Build effective relationships with internal and external stakeholders and represent Operations in relevant meetings, projects and working groups.
• Promote fair, consistent and professional services that deliver a positive experience for learners and Learning Partners.

What we are looking for

You will have significant experience of managing people within a customer-focused or operational environment, including demonstrable success in leading, coaching and developing managers, Team Leaders or supervisors.

You will also bring:

• Strong leadership, communication and influencing skills.
• Experience of developing high-performing teams and managing performance.
• The ability to build trust and credibility with a wide range of stakeholders.
• Sound judgement and strong problem-solving skills.
• Experience of managing competing priorities in a fast-paced environment.
• The ability to monitor operational performance and use data to support decision-making.
• Experience of leading teams through change and continuous improvement.
• Strong organisational skills and the ability to balance strategic and operational priorities.
• A clear commitment to delivering an excellent customer experience.

Experience of working in a regulated environment, workforce planning, incident management, business continuity, or the awarding, assessment or education sectors would be an advantage. Experience of customer service technology or case management systems would also be beneficial.

You should have previous management experience with direct responsibility for people leadership and development, along with evidence of continuing professional development in leadership, management or coaching. The role may involve occasional domestic travel.

• 25 days’ annual leave increasing with service