Head of Service Delivery - DLO - Leicester in Houghton on the Hill

As Head of DLO, you will lead the operational delivery of responsive repairs across PA Housing properties within the Midlands, ensuring services are delivered safely, efficiently and in line with legislative and regulatory requirements. You will be responsible for maintaining homes to a consistently high standard, including oversight of damp and mould works, while driving service performance, value for money and continuous improvement. This is a senior leadership role focused on delivering a high-performing Direct Labour Organisation (DLO) service. You’ll ensure teams are well coordinated, customer experience is excellent, and satisfaction levels consistently reach top quartile. You will also influence the strategic direction of the service, embedding strong governance, compliance and operational excellence.

This role can offer hybrid working, meaning you will be required to be in the office for around 2/3 days a week with the rest being from home, however we may need you to be in the office more within your probation, whilst you get up to speed.

Some of the key tasks and responsibilities include:

• Lead the operational delivery of the DLO service across the Midlands, ensuring repairs are completed to agreed timescales and quality standards.
• Oversee responsive repairs, voids, and damp and mould works, ensuring compliance with legislation and best practice.
• Embed strong performance management across DLO teams, ensuring KPIs, productivity and service standards are achieved.
• Drive service improvements through performance analysis, root cause investigation and continuous improvement initiatives.
• Ensure residents receive an excellent customer experience and that satisfaction levels remain within the top quartile.
• Provide visible leadership to operational teams, promoting a culture of accountability, safety and high performance.
• Manage DLO budgets, ensuring effective cost control, forecasting and value for money.
• Ensure compliance with health and safety legislation, CDM requirements and organisational policies.
• Build strong relationships with internal teams, contractors and external stakeholders.
• Represent PA Housing at meetings with residents, local authorities, auditors and statutory bodies.

To be successful in this role, we’d be looking for the following:

• Significant experience leading repairs, maintenance or DLO operations within housing or similar environments.
• Strong knowledge of responsive repairs, damp and mould, and building safety requirements.
• Experience managing operational performance, budgets and large multi-disciplinary teams.
• Good knowledge of legislation, regulation and ACOPs covering maintenance services.
• Strong leadership and stakeholder engagement skills with the ability to influence at all levels.
• Experience delivering service improvements and driving high performance.
• Good technical knowledge across maintenance disciplines and direct delivery models.
• Strong financial awareness with a focus on value for money.
• Professional qualification in a relevant technical discipline desirable.
• Health & Safety qualification (IOSH/NEBOSH) desirable.
• Full UK driving licence.

We recognise that people are at the heart of our business and that success is dependant on enthusiastic and committed colleagues. We make sure they feel supported and encourage a culture of opportunity and learning to enable colleagues to fulfil their potential and make a real difference to people’s lives every day. In return, we reward our staff for their dedication by offering competitive salaries and an excellent discretionary range of employee benefits some of which include:

• 26 days annual leave entitlement per annum plus bank holidays (pro rated for part time roles).
• Flexible bank holidays - take them when it suits you.
• Flexible schedule & hybrid working, subject to business need and agreement with your manager.
• Access to the Simply Health Cash plan scheme for discounted optical, dental and health care bills.
• Perkbox Rewards - Big discounts on high Street shops, cinemas, airport parking and hotels, savings with Apple, free coffee at Caffe Nero each month, download a free film each month and more!
• Health and Wellbeing initiatives such as fitness classes, walking clubs, meditation sessions and more.
• Travel to work perks such as Bike2Work Scheme, allowing you to purchase a bike under salary sacrifice & 0% Season ticket loans for bus and train tickets.