Operations Manager / Service Delivery Manager (AWDO-P15142) in Gloucester)

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

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) Gloucester, Gloucestershire, South West England

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

• 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 discountsUp to three paid volunteering days a year
• Learning and development opportunities

JOB REF: AWDO-P15142