Head of Delivery Capability & Change (Customer & Commercial Delivery)

In this role, you will work closely with the Director of Customer & Commercial Delivery to strengthen delivery capability across the department. You will play a key role in enabling effective Agile transformation, improving ways of working, and ensuring teams are aligned, connected and equipped to deliver against strategic customer and commercial outcomes.

What You’ll Do

• Act as a key partner to the Director of Customer & Commercial Delivery, providing oversight and support across departmental delivery and change activity.
• Drive Agile and delivery-ways-of-working transformation across the department, embedding consistent, pragmatic practices that support high-performing teams.
• Identify, manage and resolve cross-team and cross-domain dependencies, risks and constraints, enabling smoother end-to-end delivery across customer and commercial domains.
• Provide a holistic view of delivery planning and progress across the department, ensuring strong alignment between business priorities and digital delivery capabilities, with a clear understanding of roadmaps, technical dependencies and architectural direction.
• Establish clear, meaningful reporting and dashboards that support transparency, informed decision-making and leadership conversations, underpinned by a strong understanding of Agile and delivery metrics across inception, build and run.
• Facilitate and support planning and alignment forums (e.g. Big Room Planning, Domain Briefings), ensuring teams are connected, outcomes-focused and aligned to organisational priorities.
• Shape and deliver change initiatives spanning process, capability and people, with a strong focus on continuous improvement and delivery effectiveness.

What You’ll Bring To British Airways

• Strong leadership and influencing skills, with the ability to work effectively with senior leaders and delivery teams in complex, enterprise-scale environments.
• Deep experience driving enterprise-wide Agile transformation, with a strong background in modern software development and delivery practices, including CI/CD, shift-left and observability.
• Proven ability to ensure strong alignment between business priorities and digital delivery capabilities, translating strategy into clear, achievable delivery plans.
• Demonstrated capability to enable consistent, effective and scalable ways of working across multiple teams and domains.
• Proven ability to manage dependencies, risks and priorities across multiple teams and initiatives.
• Confidence translating delivery data into clear insights and narratives for senior stakeholders, with a deep understanding of Agile metrics and what defines an industry-leading digital function.
• Excellent communication and facilitation skills, enabling clarity, alignment and momentum across the department.

Your Experience

• Experience supporting or leading delivery and change across a complex department or portfolio.
• Track record of embedding Agile and modern delivery practices at scale, from inception through build and run.
• Experience working closely with senior leaders to improve delivery effectiveness, organisational alignment and leadership communications.
• Strong background in delivery governance, reporting and assurance.
• A degree in Computer Science or Information Technology is desirable, but relevant experience is essential.

What We Offer

We believe that all the people who work with us should feel valued for the part they play. Its one of the reasons our rewards go far beyond a competitive salary. From the day you join us, you will get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights. You will also receive up to 30 discounted Hotline airfares per year for yourself, friends, and family. At British Airways you will have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress. We never stand still, and we don’t expect our people to either.

Inclusion & Diversity

At British Airways we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work. Inclusion and diversity is a key driver of innovation and we’re committed to creating a culture where everyone feels that they can be themselves. We’re looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain.

A career without limits

As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain. It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris. This originality has been in our blood since day one. It’s the spirit we share with the people that fly with us, our partners, and our colleagues. So, whether you are a reassuring voice on the end of a phone, a smile at the door, under a wing keeping the turbines spinning or landing us gently in far-flung places, a job at British Airways is yours to make. We know great things can happen when you’re inspired to think big and bring your ambition to work every day, which is why, at British Airways the sky is never the limit.