Job Title: Head of Delivery
Business Unit: Harrow Green
Department: Operations
Location: Thurrock
Reports to (direct): Head of Relocation Services

Main Purpose of Job:

The Head of Delivery is accountable for the end-to-end operational execution of every relocation project delivered from the Thurrock operating site. Reporting to the Head of Relocation Services and working in close partnership with the Head of Customer Services and Quality and Training Manager, the role keeps the customer at the heart of operational decisions and converts customer commitments into safe, compliant, efficient and consistently high-quality delivery. The postholder leads the integrated delivery function across Fleet, Warehouse, Employee Experience and Job Diary planning, providing clear accountability from mobilisation through project completion.

Key Tasks:

• Operational Delivery Leadership
• Own end-to-end operational execution for all customer commitments, from mobilisation and resource allocation through to completion and close-out.
• Lead the daily integration of Fleet, Warehouse, Employee Experience and Job Diary activities, working with the Quality and Training Manager to embed standards and capability.
• Translate confirmed customer requirements into robust delivery plans with clear ownership, contingencies and escalation routes.
• Ensure relocation and associated facilities services are delivered safely, on time, within agreed scope and to the required quality standard.
• Maintain operational resilience and flex resources in response to changing customer demand.

Planning, Mobilisation and Resource Management

• Oversee job diary planning, crew allocation, vehicle deployment, warehouse readiness and site mobilisation.
• Manage the internal and agency operational workforce and vehicle fleet within approved capacity parameters, with current planning assumptions of approximately 150 operatives and 30 vehicles to be validated through workforce, fleet and budget data before being treated as confirmed operating capacity.
• Optimise labour, fleet and warehouse utilisation while protecting service quality and responsiveness.
• Ensure employee experience and workforce support remain clearly separated from operational scheduling, with effective interfaces between Employee Experience and Job Diary teams.
• Review upcoming workload, capacity constraints and delivery risks, taking proactive corrective action.

Customer and Service Excellence

• Work with the Head of Customer Services to provide one integrated service and a clear handover from customer planning into operational delivery.
• Deliver a consistently high-quality “white glove” standard across every project.
• Provide timely operational updates, escalate risks early and support fast resolution of customer issues.
• Use customer feedback, service failures and lessons learned to improve delivery standards and prevent recurrence.
• Maintain clear accountability for fulfilling every customer commitment.

Commercial Performance and Supplier Management

• Contribute to site financial performance through disciplined resource planning, productivity management and control of delivery costs.
• Use operational data to identify cost-saving opportunities, improve utilisation and protect margin.
• Manage labour, fleet and other delivery suppliers to ensure performance is cost-effective, compliant and reliable.
• Monitor performance against agreed budgets and operational targets and take corrective action where required.
• Support the Head of Relocation Services with forecasting, performance reporting and business improvement priorities.

People and Leadership

• Lead, coach and develop the Head of Fleet, Head of Warehouse, Employee Experience and Job Diary Team Leader, and work in partnership with the Quality and Training Manager on operational standards and capability.
• Create a high-performance culture built on accountability, recognition, collaboration and continuous development.
• Ensure effective recruitment, onboarding, attendance, performance and retention processes are supported across operational teams.
• Build management capability and ensure leaders have sufficient capacity to coach colleagues and improve performance.
• Embed company values in day-to-day decisions and delivery.

Safety, Compliance and Continuous Improvement

• Ensure delivery operations comply with Health & Safety, environmental, quality, information security and industry requirements.
• Maintain effective controls for specialist equipment, sensitive environments and customer-specific requirements.
• Embed a data-led approach using dashboards and KPIs to improve productivity, safety, quality and schedule adherence.
• Lead initiatives to digitise, simplify and standardise operational processes.
• Share best practice across sites and Group functions and support national consistency where appropriate.

Key Working Relationships:

• Direct manager: Head of Relocation Services.
• Key peer interface: Head of Customer Services.
• Direct reports: Head of Fleet, Head of Warehouse, Employee Experience and Job Diary Team Leader.
• Other stakeholders: Sales, Client Engagement, Finance, People Services, suppliers, customers and Group functions.

Skills, Knowledge & Experience Required:

• Extensive leadership experience in large-scale, complex operational delivery, with demonstrable responsibility for a sizeable multi-disciplinary workforce; the required scale should be confirmed through job evaluation rather than fixed at the current highlighted threshold.
• Proven accountability for end-to-end service execution in a fast-paced, customer-focused environment.
• Strong commercial awareness and experience managing budgets, productivity, suppliers and operational cost drivers.
• Demonstrable expertise in workforce planning, scheduling, fleet or logistics, warehouse interfaces and mobilisation.
• Strong knowledge of Health & Safety, environmental, quality and regulatory compliance.
• Excellent stakeholder management skills, with the ability to work effectively from the operational front line to senior leadership.
• Highly data-literate, with the ability to turn performance insight into practical action.
• Hands-on, visible leadership style with the ability to develop managers, build accountability and lead change.
• Experience of continuous improvement, process digitisation and standardisation.

Compliance Responsibilities:

• Adhere to all company policies and procedures contained in the Codes of Conduct and the Information Security, Environmental, Health & Safety and Quality Management Systems.
• Report any Health & Safety, quality, information security, environmental or business continuity incident through the required escalation route.
• Ensure all delivery colleagues are appropriately trained and accountable for compliance when handling specialist equipment and working in sensitive environments.

To apply, please send a copy of your cv and covering letter to: Recruitment@centryservices.com