Transformation-Driven Operations Leader (Hybrid)

AWD online; Telford; Hybrid; GBP 56,000 - 59,000; Full time

Benefits offered by this job

Civil Service Pension contribution

Hybrid working options

28.5 days annual leave

Job summary

AWD online is seeking an Operations Manager / Service Delivery Manager to lead operational teams through a major transformation programme and deliver improved customer outcomes. The role emphasizes coaching managers, embedding continuous improvement, and translating strategic priorities into practical plans with senior stakeholder collaboration.

The position offers hybrid working in Telford with flexible hours, on-site requirements, and a strong benefits package including pension contributions

Qualifications

• 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.

Responsibilities

• 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

Skills

Leadership

Coaching

Performance management

Analytical thinking

Continuous Improvement

Change management

Strategic planning

Education

Diploma in Applied Management

Job description

AWD online is seeking an Operations Manager / Service Delivery Manager to lead operational teams through a major transformation programme and deliver improved customer outcomes. The role emphasizes coaching managers, embedding continuous improvement, and translating strategic priorities into practical plans with senior stakeholder collaboration.

The position offers hybrid working in Telford with flexible hours, on-site requirements, and a strong benefits package including pension contributions