Head of Service Delivery

Location: Glasgow (with travel across Scotland)
Reporting to: Executive Director of Operations
Salary: c£55,000 per annum
Hours: Full time, 35 hours per week

As Head of Service Delivery at St Andrew’s, you will be responsible for all aspects of operational services across a range of business and customer related services which are focussed on achieving optimal levels of customer satisfaction and value for money, in line with our operating plans and strategic priorities.

As a senior member of staff, you will lead by example, encouraging collaboration and continuous learning, ensuring a continuously improving, high performing, responsive, efficient and modern service, that provides an excellent customer experience for our service users. 

You will achieve this by empowering and directing team members and working with other senior and lead roles to ensure the competency of all team members responsible for the Volunteers, training, sales and contracts areas. You will support the development of a talent management approach for the team; and implement performance measurements that will support the delivery of excellence in service provision and high-performance results, especially as they relate to training services, volunteering, and events services and wider strategic service provisions that St Andrew’s may wish to provide. The engagement of all service-related colleagues and volunteers is of paramount importance.

You will actively contribute to the organisation’s business transformation and continuous improvement goals, exploring creative solutions (including new and emerging technologies), through to workflow implementation, review, and improvement.

The scope of the Head of Service Delivery responsibility includes:

  • Service planning and coordination, including colleagues and inventory.
  • Events planning and coordination, including colleagues and inventory.
  • Setting and evaluation of the service delivery standards to ensure quality and consistency.
  • Volunteer and colleague communications and engagement.
  • Resolve all aspects of delivery workflows that negatively impact on the delivery of services.
  • Systems and people workflows.
  • Performance management and KPI reporting.
  • Deputise for the Director of Operations and Business Development as required.

KEY RESPONSIBILITIES

1. Strategic Management
a) Support the development and lead on the implementation of Colleague and Volunteer strategic objectives to ensure the team delivery is fully aligned with organisational goals.

2. Operational Management
a) Oversee all aspects of day-to-day delivery of services, identifying risk areas and proactively working towards resolving issues using processes, frameworks, and systems to ensure delivery standards are delivered consistently.
b) Oversee all scheduling, planning, and delivery aspects associated with the successful delivery of services and events.
c) Identifying future challenges in the delivery landscape, developing mitigation strategies with colleagues and other team members across the organisation.

3. Budget & Resources
a) Manage departmental budgets, expenditure, and resource allocation to ensure value for money.
b) Managing the asset register and ensuring logistics for all equipment and other resources.

4. Security & Compliance
a) Ensure systems are robust and maintain compliance with policies including GDPR.
b) Formulating and implementing business continuity, disaster recovery and emergency preparedness plans.
c) Ensuring all necessary and appropriate documentation is maintained that may be required by stakeholders, colleagues, and appropriate third parties.

5. Team Leadership
a) Lead, mentor, and manage direct reports and other team members with whom you work with, including their recruitment and development.

6. Stakeholder Engagement
a) Provide high-level advice to senior management and work with partners to deliver projects.
b) Provide support services to St Andrew’s volunteers and their associated structures.

For more details please download our role description, if you’d like to apply please click here.