Head of Operational Delivery in Stone

Head Of Operational Delivery
Full-time / Permanent
Staffordshire
£60,000 + car allowance and eligibility for annual company performance bonus

Lead. Develop. Improve. Deliver.

Are you an experienced operational leader who thrives on creating high-performing teams, improving service delivery and turning strategy into action?

We're looking for a Head of Operational Delivery to join a growing organisation and take responsibility for the day-to-day leadership and performance of both office and field-based operational services.

This is a senior, hands-on leadership role for someone who can confidently lead through managers, drive accountability and ensure operational teams consistently deliver excellent service, quality and customer outcomes.

Reporting to the HR & Operations Director, you'll play a key role in translating business strategy and operational priorities into clear, achievable plans, ensuring they are delivered effectively through your management team.

You'll be visible, commercially aware and solutions-focused, with the confidence to make decisions, tackle challenges head-on and continuously improve the way the business operates.

This is an opportunity to make a genuine impact across the organisation, developing capable and accountable managers while helping shape the future operational success and growth of the business.
Key Responsibilities

• Lead the day-to-day delivery of office and field-based operations, ensuring service standards, SLAs, quality expectations and customer outcomes are consistently achieved.
• Translate business strategy, operational priorities and improvement objectives into clear and measurable delivery plans.
• Establish ownership, timescales and accountability across departmental managers to ensure successful execution of operational plans.
• Lead, coach and develop departmental managers, ensuring they are equipped to effectively manage, engage and develop their teams.
• Establish strong management routines, including effective one-to-ones, coaching, absence management and performance conversations.
• Monitor operational demand, capacity, workloads and caseloads, ensuring resources are deployed effectively to meet business priorities.
• Analyse operational KPIs and management information to identify trends, risks and opportunities for improvement.
• Take ownership of significant operational challenges, identifying root causes and implementing practical, sustainable solutions.
• Drive continuous improvement across operational teams, focusing on productivity, efficiency, quality and customer experience.
• Lead the implementation and embedding of operational change, ensuring new processes, systems and ways of working are adopted consistently.
• Work collaboratively with senior leaders and internal stakeholders to ensure client expectations, contractual requirements and business priorities are achieved.
• Provide the HR & Operations Director with clear, concise reporting on operational performance, progress, risks and outcomes.
• Ensure all operations are delivered in line with relevant legislation, contractual obligations, company policies and governance requirements

Desired Skills and Experience

We're looking for an experienced operational leader with a proven track record of managing managers and driving performance within a service-led or operational environment.
You'll be someone who can balance strategic thinking with practical delivery - comfortable setting direction while remaining close enough to the detail to understand what's really happening across the business.

The successful candidate will bring:

• A minimum of five years' management experience within a service delivery, operational or performance-led environment.
• Proven experience leading managers responsible for operational teams.
• A strong track record of building and sustaining high-performing teams.
• Significant experience coaching, developing and supporting managers and employees.
• Confidence managing underperformance, absence and challenging performance conversations.
• Experience managing operational workloads, resources and competing priorities.
• The ability to use operational data and KPIs to inform decisions and improve outcomes.
• Experience leading teams through operational, process or organisational change.
• A practical, solutions-focused approach to problem-solving.
• Strong resilience, organisation and sound judgement.

What Makes You Successful in This Role?

A natural leader: You know how to set expectations, build accountability and bring people with you.
Operationally focused: You understand the importance of service delivery, productivity, quality and getting things done.
Analytical and solutions-driven: You don't just identify problems - you investigate them, understand the root cause and put sustainable solutions in place.
A confident communicator: You're comfortable working with people at all levels and building effective relationships across departments.
Improvement-minded: You're always looking for ways to do things better, smarter and more efficiently.

Benefits

• £60,000 per annum salary.
• Care allowance.
• Eligibility for an annual company performance-based bonus.
• 25 days annual leave plus bank holidays.
• Mandatory office shutdown between Christmas and New Year.
• Company pension scheme.
• Company sick pay scheme.
• Workplace Mental Health initiative.
• Social events throughout the year.
• The opportunity to join a forward-thinking organisation where you can make a genuine difference to operational performance and business growth.

If you're ready to take the next step in your career, we'd love to hear from you. Please apply now or get in touch with Jo Thompson - for more information.
Feel free to contact me directly with any questions about the role or the recruitment process.

Xpert Recruitment Ltd is acting as an employment agency on behalf of our client. By applying, you agree to register with us and consent to us holding your personal details on file. Due to the high volume of applications, we will only contact candidates who have been shortlisted for the role. However, we may also reach out regarding other suitable vacancies that match your profile.