Head Of Delivery in Manchester

Company Mission: We believe in ensuring fairness in commercial property business rates. We aim to help the Local Authority market ensure it maximises its collection of Commercial Property Business Rates.

Job Summary: The Head of Delivery is responsible for setting the strategic direction, performance standards, and delivery model for Analyse Local’s Income Maximisation and Product functions. The role oversees operational execution across the Rating team and Product Management team, ensuring services are scalable, data-driven, commercially viable, and consistently exceed Local Authority expectations. The role combines strategic ownership with delivery accountability, ensuring that:

• Product roadmaps align with market need, legislation, and company growth objectives
• Delivery teams operate efficiently, accurately, and at scale
• Client outcomes, satisfaction, and value realisation are measurable and improving
• Data quality, automation, and process maturity underpin long-term success

The Head of Delivery acts as a bridge between Product, Delivery, Client Management, and Senior Leadership, ensuring that insight from clients, performance data, and emerging policy or caselaw is converted into actionable improvements.

Key Responsibilities:

• Leadership & Strategy
  • Define and implement a cohesive ‘Product & Delivery’ strategy aligned to company objectives.
  • Oversee the performance and output of the Income Maximisation services, ensuring consistent, high-quality delivery to clients.
  • Own the product roadmap across all service lines - balancing innovation, stability and commercial priorities.
  • Act as the senior link between Delivery, Client Management, and Technical/Development teams.
• Product Management
  • Lead product development cycles from discovery through to delivery, iteration, and lifecycle management.
  • Work closely with clients and internal stakeholders to identify needs, validate opportunities and shape product features.
  • Ensure all products remain compliant, relevant and competitive within the Local Authority revenues market.
  • Maintain documentation, specifications and release processes for all platforms and tools.
• Service Delivery & Performance
  • Own the performance and delivery outcomes of all Income Maximisation and related products.
  • Implement and maintain standardised workflows and KPIs to improve throughput, accuracy and client satisfaction.
  • Work with the Client Management team to ensure smooth onboarding, updates and communication on service progress.
  • Identify and implement automation and process improvement opportunities.
  • Monitor delivery metrics (case volumes, turnaround times, outcomes) and produce performance insights for leadership reporting.
  • Manage capacity planning, resource allocation, and prioritisation across delivery and product teams.
• People & Culture
  • Lead, mentor and develop staff within the Product & Delivery functions.
  • Build a culture of performance, collaboration, continuous improvement and accountability.
  • Establish capability frameworks, career pathways and succession planning.
  • Drive clarity around ownership, expectations and inter-department working practices.

Required Skills & Experience:

• Proven experience leading cross-functional teams across product management, service delivery and technical development.
• Strong background in management and delivery leadership within a SaaS, data or public sector services environment.
• Demonstrated ability to translate business goals into clear delivery and product strategies.
• Excellent stakeholder management and communication skills, able to align commercial, technical and client-facing teams.
• Experience managing performance, capacity and workflow efficiency using data-driven metrics and dashboards.
• Skilled in process improvement, standardisation and operational excellence within a growing business.
• Strong analytical mindset with the ability to interpret data and convert insight into action.
• Practical experience of end-to-end product lifecycle management, from discovery to release.
• Confident using modern product and project management tools (e.g. Power BI).
• Track record of building and developing high-performing teams.
• Experience working with or supplying to UK Local Authorities – desirable.

OKRs and Impact:

• Objective 1: Elevate product and service delivery performance at scale
  • Key Result 1: Achieve sustained improvements in caseload throughput year-on-year while maintaining agreed quality and acceptance thresholds.
  • Key Result 2: Reduce average client referral turnaround times through changes to prioritisation, process design and resourcing strategy.
  • Key Result 3: Deliver major product and service enhancements that demonstrably respond to client feedback, legislative change or market opportunity.
  • Key Result 4: Introduce and maintain departmental client satisfaction scores across all core services with clear corrective actions where standards are not met.
• Objective 2: Align product strategy with commercial growth and client value
  • Key Result 1: Define, publish and maintain a 12-month rolling product roadmap aligned to business growth priorities and approved by Senior Leadership.
  • Key Result 2: Ensure all new product proposals complete a documented commercial viability assessment (ROI, pricing, delivery impact, scalability) prior to approval.
  • Key Result 3: Establish and manage partner Local Authority pilots to test, validate and refine new or enhanced products.
  • Key Result 4: Implement a feature prioritisation and sign-off process balancing client demand, ROI, and technical feasibility.
• Objective 3: Embed operational excellence through data, automation and consistency
  • Key Result 1: Implement automated delivery and performance dashboards providing real-time visibility of throughput, quality, ageing and value delivery.
  • Key Result 2: Embed closed-loop client satisfaction mechanisms and maintain ≥90% satisfaction across core services year-round.
  • Key Result 3: Establish, own and enforce SOPs for all core services with annual reviews.
  • Key Result 4: Identify, prioritise and deliver a pipeline of efficiency initiatives focused on automation and AI, releasing measurable capacity back into the team.
• Objective 4: Build a resilient, high-performing delivery organisation
  • Key Result 1: Conduct quarterly performance, capability and succession reviews for all direct reports, with evidence of development actions cascading through teams.
  • Key Result 2: Embed OKR ownership, tracking and accountability across all managers, with consistent reporting and variance management.
  • Key Result 3: Establish regular cross-functional delivery forums (Product, Client Management, Development) to resolve risk, prioritisation and dependency issues.
  • Key Result 4: Ensure 100% of team members have a documented development pathway, with demonstrable progress against skills, certification and role readiness goals.

Cultural Fit and Values:

• Understand and strive to work to the Inform Holdings Group Company Values:
• Performance: Strive for excellence in everything you do, continuously improving and delivering high-quality results.
• Warrior Spirit: Tackle challenges head-on with determination and resilience.
• Fun Loving Attitude: Believe in maintaining a positive and enjoyable work environment.
• Make an Impact: Make a significant difference in our industry and community.
• Spot On Judgement: Make informed decisions with precision and insight.
• Organise for Innovation: Create an environment that encourages creativity and innovation.

Development opportunities:

• Continuous learning and development encouraged to enhance skills and knowledge.
• Mentorship.
• Participation in industry-related events.
• Industry-recognised qualifications.