Service Delivery Operations Manager

Highly organised with strong operational judgement

Solutions, systems and improvement focused

About the Business:

The Salvation Army Driver Programmes delivers community-based driver licensing, driver education, road safety and behaviour change services across Christchurch and rural South Island communities. We support people and whānau who experience barriers to obtaining, progressing or maintaining a driver licence, helping create pathways to employment, education, independence, wellbeing and safer participation within their communities.

Our services are delivered by teams working across different locations and communities, with a strong focus on reducing barriers and providing consistent, participant-centred support while responding to local needs.

About the Role:

As Service Delivery Operations Manager, you will provide day-to-day operational leadership across our Driver Programmes, supporting teams to deliver consistent, effective and high-quality services across multiple locations.

This is a hands-on leadership role with responsibility for people, service delivery, operational planning, performance and continuous improvement. You will work closely with Coordinators and Administrators to manage workloads and service demands, strengthen ways of working, and ensure teams have the systems, processes and support they need to deliver positive outcomes for participants and communities.

You will work alongside the Driver Programme Strategy Manager and Instructor Trainer & Testing Manager, with a clear focus on translating programme direction into effective day-to-day service delivery.

What will your responsibilities be:

Provide operational leadership and oversight across Driver Programme services and locations.

Lead, support and develop Coordinators and Administrators to achieve consistent and effective service delivery.

Plan and manage workloads, service capacity, resources and changing operational priorities.

Monitor programme performance and service delivery, identifying risks, pressures and areas requiring action.

Strengthen operational systems, processes and ways of working to improve efficiency, consistency and quality.

Lead practical service improvements and support the effective implementation of programme and operational changes.

Our ideal candidate will:

Have proven experience in operational or service delivery leadership, with the ability to coordinate people, workloads and priorities effectively.

Be a practical and supportive people leader, able to build capability, set clear expectations and support staff to perform at their best.

Be highly organised and forward-thinking, with the ability to anticipate service needs, manage competing priorities and respond effectively when circumstances change.

Have strong problem-solving and continuous improvement skills, with the ability to identify issues and turn them into practical, sustainable solutions.

Be confident using Microsoft 365 and digital business systems, with the ability to use information, reporting and technology to support effective ways of working.

Have sound judgement and decision-making skills, including the confidence to manage operational issues and know when matters need to be escalated.

Be a clear and collaborative communicator who can build effective working relationships across teams and locations.

Be community-minded, culturally responsive and values-driven, with a genuine commitment to achieving positive outcomes for people and whānau.

Our offer to you:

• An additional working week of Salvation Army leave awarded annually on 1 July
• Free confidential counselling services to support your wellbeing
• Subsidised flu vaccinations
• Discounted Medical Insurance with Southern Cross
• TSA discount card for discount with various retailers such as…