Head of Operational Delivery in Cheshire, Warrington

We’re currently looking for a dynamic and results-driven Head of Operational Delivery to support and lead with purpose, drive continuous improvement, and deliver operational success across the organisation. If you’re someone who brings energy, innovation, and a passion for high performance, this could be your next big opportunity to really have influence.

About the role

The Head of Operational Delivery (Hub) is responsible for leading and optimising the planning, scheduling, coordination and administrative support functions across the business. This role ensures efficient deployment of operational resources, effective workflow management, and a high‑performing administrative hub that supports delivery teams and enhances service performance. You will take an active and leading role in process review, optimisation and ownership, acting as Operational business owner for system/software implementation and development. You be a key player as the business moves into a period of growth and significant transformation and offers an opportunity to shape our service delivery for the future.

About you

You will be a strategic and operational leader with experience managing planning, scheduling, coordination or administrative teams in a fast‑paced, service‑driven environment. You excel in process optimisation, people leadership, cross‑department collaboration and ensuring teams have the structure and clarity needed to succeed. You will be accountable for the delivery, performance, and evolution of The Hub. Your leadership will ensure a coordinated, efficient, and scalable operational support function across all service lines.

Role Responsibilities / Objectives

• Lead and develop the Planning, Scheduling and Administration Hub to ensure effective operational support.
• Oversee resource planning to ensure optimal scheduling and allocation of surveyors, analysts and project teams.
• Drive process improvements and workflow efficiency across operational support functions.
• Ensure accurate and timely administration of job bookings, documentation, reporting and client communication.
• Implement performance metrics, dashboards and reporting to monitor efficiency and service standards.
• Work closely with operational leaders to forecast demand and plan capacity.
• Provide leadership, coaching and development for hub team members.
• Liaise with clients, suppliers and internal departments to resolve issues and maintain service quality.
• Support digital transformation initiatives, including scheduling software and workflow tools.
• Produce centralised reporting for scheduling performance, utilisation, productivity, workflow stability, and admin accuracy.
• Use data to identify inefficiencies, operational risks, and opportunities for continuous improvement.
• Build a culture of accuracy, responsiveness, collaboration, and operational discipline.
• Set clear objectives, KPIs, workflow expectations, and performance standards.
• Contribute to readiness for UKAS (Asbestos), other external audits, and internal governance activities through robust admin processes.

Role requirements, skills and/or experience

• Experience managing high-volume scheduling, coordination, planning, or operational support teams.
• Familiarity with field based service delivery environments (compliance, repairs, housing, or utilities).
• Strong understanding of workflow optimisation, capacity planning and service delivery operations.
• Proficiency with scheduling systems, CRM, operational software platforms, and data tools.
• Exceptional organisational skills and attention to detail.
• Ability to lead a multidisciplinary team supporting multiple service lines.
• Strong communication and stakeholder management abilities.
• Resilient, structured, and capable of managing fast‑paced environments.
• Continuous improvement mind-set with a focus on efficiency and quality.

Benefits / The Package

Pennington Choices has been recognised by Best Companies as being a very good employer each year since 2018. We offer a working environment that is stimulating, where our people are given the tools they need to help shape their careers. With approachable and supportive line management and a proven track record of promoting from within, we encourage our people to be the best they can be, and we provide them with training, variety and support to help them grow. We also provide colleagues with:

• Competitive salary and transparent salary bands
• Commitment to super flexible and remote hybrid working where applicable
• 37.5-hour working week
• 26 days annual leave plus 8 Bank Holidays (pro rata)
• Additional leave for length of service up to 31 days each year
• Opportunity to buy additional annual leave or sell surplus leave
• Enhanced employer pension contributions of 4% when you contribute 6%
• Enhanced maternity and paternity pay
• Regular Learning and Development opportunities
• Regular company social events including an annual summer BBQ
• Cycle to work scheme, offering savings of at least 32% on a new bike and cycle safety accessories
• Electric Car salary sacrifice scheme, saving 30-60% on an electric car (subject to eligibility)
• Access to an online platform providing employee discounts on hundreds of high street brands
• Access to private healthcare
• Paid sick leave allowance each year
• Free eye tests and contribution towards new glasses/frames
• Access to Employee Assistance Programme
• Referral programme offering up to £1,000
• Access to paid volunteering days in support of local charities/initiatives
• Length of service reward
• Wellness programmes including annual flu jab

Here’s a little more about us

Pennington Choices is an Equal Opportunity Employer. We recruit, hire, train, and promote individuals without regard to race, religion, gender, age, disability, or any other protected characteristic. Since 2000, we’ve delivered expert property surveying and consultancy services to over 800 public sector organisations. Our work spans a wide range of disciplines, including fire safety services and technical advisory support. We operate across key sectors such as social housing, the NHS, education, and government, helping clients maintain safe, compliant, and efficient buildings. Our people are at the heart of everything we do, and we live by our values: resilient, brave, and respectful. This is an exciting time to join us. We are a business with a strong track record of growth, trusted by clients across housing, health, education, and commercial sectors to deliver safe, sustainable, and high-quality services. As part of the Mears Group, and as a proud B Corporation, we are well‑positioned to continue growing while making a positive impact on our people, clients, communities, and the environment.