Head of Delivery in Hemel Hempstead

Cardo Group is a trusted provider of building maintenance, refurbishment, and retrofit services for social housing and public sector buildings across the UK. With nationwide coverage and skilled local teams, we deliver a reliable end-to-end service that ensures homes and public spaces are safe, sustainable, and well-maintained.

We specialise in responsive repairs and voids, planned maintenance, energy-efficiency upgrades, compliance works, and major improvement programmes. Our approach combines quality workmanship, strong resident communication, and efficient project delivery to achieve the best outcomes for customers and communities.

Driven by ambitious growth plans, we continue to expand our capabilities and adapt to the evolving needs of our clients. Our reputation is built on consistent service delivery, trusted partnerships, and a commitment to doing things the right way. As we grow, so do the opportunities – for our people, our clients, and the communities we support.

The Head of Delivery is a senior leadership role responsible for the end-to-end operational delivery of a large, complex housing services contract encompassing responsive repairs, planned maintenance, void refurbishment, and capital investment programmes.

Working within a long-term partnership contract, the role is accountable for delivering safe, compliant, high-quality, and value-for-money services that align with shared values, promote service agility, and place the customer at the heart of everything we do.

The post holder will play a pivotal role in driving continuous improvement, embedding a strong performance culture, and ensuring services are delivered in a way that supports the joint ambition for our Client to achieve and sustain a C1 regulatory rating.

Responsibilities

• Provide visible, decisive leadership across all service areas including repairs, voids, planned works, and investment programmes.
• Translate contract objectives and partnership commitments into clear operational strategies and delivery plans.
• Ensure services are agile, resilient, and responsive to changing customer, regulatory, and business needs.
• Lead and inspire multi-disciplinary teams to deliver consistently high performance.
• Act as a senior operational interface with the client, fostering a collaborative, transparent, and trust-based partnership.
• Leadership, oversight and accountability for work package delivery programmes.
• Embed shared values, joint problem-solving, and collective accountability across the partnership.
• Support co-design of services and continuous improvement initiatives with the client and residents.
• Represent the organisation and service positively with regulators, authorities, extended supply chains and other key stakeholders.
• Champion a customer-first culture, ensuring services are designed around resident needs and expectations.
• Drive improvements in customer satisfaction, right-first-time delivery, and complaint reduction.
• Ensure customer insight, feedback, and learning are actively used to shape service delivery.
• Promote dignity, respect, and inclusion in all customer interactions.
• Maintain full accountability for performance against KPIs, SLAs, and contractual obligations.
• Ensure HSE&Q standards, operating processes, company policies and all legislative requirements are understood, implemented and adhered to at all times.
• Ensure compliance with all relevant legislation, standards, and regulatory expectations, including: Health & Safety, Building Safety, Housing quality and asset standards.
• Embed robust governance, assurance, and audit processes that support a C1 regulatory outcome.
• Proactively identify and mitigate operational and compliance risks.
• Hold full P&L responsibility for a £38m annual budget.
• Ensure effective cost control, forecasting, and value management.
• Drive productivity, efficiency, and social value outcomes without compromising quality or safety.
• Support commercial negotiations, variations, and investment planning within the partnership framework.
• Build a high-performing, values-led leadership team with clear accountability and development pathways.
• Promote a positive safety culture and strong wellbeing focus.
• Ensure that the Cardo Way of working is complied with and adopted into daily conduct.
• Contribute fully to the development and implementation of Company and service policies and procedures.
• Manage all of the people responsibilities for any direct staff including undertaking and monitoring the completion of Performance & Development Reviews, supporting and coaching to achieve both individual and business objectives.
• Lead workforce planning, skills development, and succession planning.
• Foster a culture of learning, innovation, and continuous improvement.
• Attend CSR activity events with client and site teams.
• Champion Equality, Diversity and Inclusion.
• Lead transformation initiatives that improve service delivery, digital capability, and operational efficiency.
• Encourage innovation and new ways of working across the partnership.
• Use data, insight, and benchmarking to drive informed decision-making and performance improvement.
• Any other duties reasonably assigned including attending and supporting in/out of hours meetings etc as required.

You Will Need

• Proven senior operational leadership experience in a customer focused social housing, construction, or property service sector.
• Driving License.
• Proven experience managing large, complex budgets (£35m+).
• Strong understanding of housing regulation and what constitutes a C1-level service.
• Demonstrable experience working within partnership or alliance contracts.
• Experience of a blended inhouse DLO/subcontracted model.
• Track record of delivering high levels customer satisfaction and operational performance.
• Strong commercial, financial, and contract management capability.
• Experience of working within a politically sensitive environment including interaction and engaging with elected members.
• Excellent stakeholder management and influencing skills.
• Experience of Connect/Total Mobile preferential.
• Knowledge of regulatory inspections and regulatory assurance frameworks.
• Experience leading service transformation and delivery programmes.
• Professional level qualification in construction, housing, or leadership/management and/or equivalent demonstrable experience.

Key Attributes

• Values-led leader who models integrity, accountability, and collaboration.
• Customer-focused with a strong service ethos.
• Calm, resilient, and decisive under pressure.
• Data-driven, commercially astute, quality and outcome-focused.
• Committed to continuous improvement and partnership success.
• Collaborative.
• Able to work collaboratively across multidisciplinary teams within or outside of direct control.
• Excellent interpersonal, stakeholder management, and negotiation skills.
• Ability to influence at all levels and work cross-functionally in a fast-paced environment.
• Integrity and empathy.

We Will Provide

• Excellent development and progression opportunities.
• 25 days holiday, plus bank holidays.
• Range of Salary Sacrifice Schemes [holiday purchase, EV schemes, AVC Pension contributions].
• Life Assurance cover.
• Wellbeing Resources and Counselling services.
• Retail & Lifestyle Discount Platform.
• Enhanced Family Leave Provisions.
• Recognition initiatives and awards.
• Occupational Sick Pay.
• Private Medical Insurance.

Please note all our roles are subject to Background, Identity & Security checks before commencement of employment.

We are committed to creating a workplace where everyone feels valued, respected, and empowered to succeed. Diverse perspectives strengthen our business, drive innovation, and help us better serve the communities we work with.

Our commitment to Equity, Diversity, and Inclusion is rooted in our core values:

• Teamwork – We collaborate, support one another, and achieve more together.
• Integrity – We act with honesty, fairness, and transparency in everything we do.
• Excellence – We set high standards and deliver quality for our people and our customers.
• Respect – We value every individual and create a space where all voices are heard.

We ensure fair opportunities, embrace diverse backgrounds and experiences, and foster a culture where everyone truly belongs. Join us on our ambitious, exciting, and inclusive journey.