Operations Manager / Service Delivery Manager

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

Benefits offered by this job

Pension contribution

Flexible working

Hybrid work

28.5 days annual leave

Volunteer days

Job summary

AWD online is seeking an Operations Manager / Service Delivery Manager to lead operational teams through a major transformation with hybrid and flexible working.

You will coach managers, translate strategic priorities into practical plans and drive service improvements to deliver strong customer outcomes. The role requires 60% on‑site time with some travel to other offices.

Qualifications

• Evidence of creating high‑performing cultures and clear accountability.
• Experience using data and insight to set priorities and improve service.
• Experience leading change in a complex operational environment.

Responsibilities

• Lead high‑performing, customer‑focused teams through managers.
• Coach and develop managers to strengthen leadership capability and performance.
• Set priorities, allocate resources and drive delivery against service standards.
• Use operational data and feedback to identify risks and action plans.
• Lead continuous improvement to boost productivity, quality and customer experience.
• Embed transformation activity and translate strategy into operational plans.

Skills

Leadership

Coaching

Performance mgmt

Data analysis

Continuous improvement

Change management

Education

Diploma in Applied Management (or equivalent)

Job description

Operations Manager / Service Delivery Manager

Lead high-performing operational teams, develop managers and turn performance insight into measurable service improvement. This senior leadership opportunity offers meaningful operational impact within a major transformation programme, with hybrid and flexible working supported.

If you’ve also worked in the following roles, we’d also like to hear from you: Senior Operations Manager, Operational Delivery Manager, Business Operations Manager, Service Manager, Performance Manager, Operational Performance Manager, Continuous Improvement Manager, Customer Operations Manager

This role is officially known within the organisation as a Delivery & Performance Lead

Successful candidates can expect a strong benefits package, including a £16,393 employer pension contribution, 28.5 days’ annual leave, enhanced family leave and up to three paid volunteering days each year.

SALARY: £56,587 per annum + Generous Benefits (see below)

LOCATION: (Hybrid) Telford, Shropshire, West Midlands

JOB TYPE: Full-Time, Permanent

WORKING HOURS: Flexible working requests are welcome. A minimum working pattern of 4 days per week is required. At least 60% of working time is expected to be on-site.

MULTIPLE POSITIONS AVAILABLE IN OTHER LOCATIONS TOO

• East Midlands: Leicester, Nottingham

• East of England: Peterborough

• London: Croydon (Salary: £61,447 per annum)

• North East England: Durham

• North West England: Birkenhead, Warton

• South West England: Gloucester, Plymouth, Weymouth

• Wales: Swansea

• West Midlands: Coventry, Telford

• Yorkshire and the Humber: Kingston upon Hull

JOB OVERVIEW

This is an excellent opportunity for an Operations Manager / Service Delivery Manager to lead operational teams through significant transformation and service improvement.

Responsible for customer outcomes, service standards and business performance, the Operations Manager / Service Delivery Manager will use data and insight to set priorities, allocate resources and strengthen delivery.

Coaching managers, building capability and embedding continuous improvement are central to the role. The Operations Manager / Service Delivery Manager will translate strategic priorities into practical plans and work with senior stakeholders to deliver sustainable change.

DUTIES

Your duties as the Operations Manager / Service Delivery Manager include:

• Operational Leadership: Lead high-performing, customer-focused teams through managers, creating an inclusive culture of accountability and engagement

• Leadership Coaching: Coach, support and challenge managers to strengthen leadership capability, performance conversations and team effectiveness

• Performance and Resources: Set priorities, allocate resources and drive delivery against service standards, business objectives and key performance indicators

• Data and Insight: Use operational data, trend analysis and customer feedback to identify risks, opportunities and performance challenges and create action plans

• Continuous Improvement: Challenge processes and ways of working, share best practice and lead improvements in productivity, quality, consistency and customer experience

• Change and Strategy: Embed service improvement and transformation activity, translate strategic priorities into operational plans and collaborate with senior stakeholders

• People and Travel: Directly manage Team Leaders, including remotely, and travel to other offices occasionally, with overnight stays where appropriate

CANDIDATE REQUIREMENTS

ESSENTIAL

• Evidence of creating a high-performing culture through clear expectations, capability building and strong leadership

• Strong coaching skills, with evidence of supporting and constructively challenging managers

• Experience leading through others, driving operational performance and accountability for business and customer outcomes

• Experience using operational performance data and insight to set priorities and improve service delivery

• Evidence of leading continuous improvement with measurable operational, service or productivity improvements

• Experience leading and embedding change in a complex operational environment

• Ability to translate strategic priorities into practical operational plans

DESIRABLE

• Continuous improvement qualification

• A leadership or management qualification, such as a Diploma in Applied Management (or equivalent)

BENEFITS

• £16,393 employer contribution towards membership of the Civil Service Defined Benefit Pension scheme

• Flexible working hours

• Hybrid working options

• 28.5 days’ paid annual leave, pro rata for part-time staff

• UK public bank holidays

• Enhanced maternity, paternity and adoption leave

• Support with accreditation to professional bodies

• Access to a sports and social club

• High-street and online retailer discounts

• Up to three paid volunteering days a year

• Learning and development opportunities

JOB REF: AWDO-P15143