Head of Delivery

Johnsons UK Services Limited | Permanent

Edinburgh, United Kingdom

Our services are diverse and our delivery more so. With depots throughout the UK, we offer the opportunity to welcome you into a community which thrives on inspiring the future pioneers of our industry, whilst upholding our old-fashioned values. Our aim is to invest in the best people, training and processes and we never stop adapting and evolving to suit to needs of our changing world.

At Johnson's, we are seeking an experienced, commercially focused Head of Delivery to lead the operational delivery of our Scottish region, ensuring excellent service across key accounts, day-to-day removals, commercial relocations, storage logistics, and project-based work.

The successful candidate will be responsible for overseeing delivery from planning through to completion, ensuring operational efficiency, profitability, client satisfaction, and consistently high standards of service delivery.

This is a senior leadership role suited to someone with strong experience in removals, relocation, logistics, facilities management, transport operations, or service delivery.

• Oversee the planning, coordination, and successful delivery of removal services across domestic, commercial, key account, and project work.
• Manage daily and weekly delivery schedules, ensuring resources, vehicles, crews, and subcontractors are used effectively.
• Ensure jobs are delivered on time, within budget, and to agreed service standards.
• Work closely with move managers, sales, surveyors, warehouse teams, drivers, porters, and customer service teams.
• Resolve operational issues quickly and professionally, including delays, client concerns, access issues, damages, and resource challenges.
• Ensure consistent standards of presentation, communication, care, and professionalism across all delivery teams.

• Act as the senior point of contact for key accounts, contract clients, corporate customers, facilities teams, and procurement contacts.
• Build and maintain strong long-term client relationships, understanding service requirements and future opportunities.
• Attend client meetings, service reviews, site visits, and planning sessions.
• Monitor account performance, customer satisfaction, complaints, service issues, and agreed improvement actions.
• Identify opportunities to grow key accounts through additional services, repeat work, storage, specialist moves, and project support.

• Oversee larger or more complex removal and relocation projects, including office moves, phased relocations, specialist moves, furniture moves, and storage projects.
• Ensure project plans, schedules, RAMS, staffing, vehicles, equipment, and client communications are in place.
• Coordinate internal teams and subcontractors to ensure project milestones are achieved.
• Monitor project costs, risks, client expectations, and operational performance.
• Lead project debriefs and implement lessons learned to improve future delivery.

• Monitor job profitability, operational costs, margins, and resource efficiency.
• Support quotations, tenders, and major account proposals with operational input.
• Ensure additional works, waiting time, changes, delays, and variations are captured and charged where appropriate.
• Identify improvements that increase productivity, reduce waste, and improve service quality.
• Work with senior management to support growth, account retention, and overall business performance.

• Lead, motivate, and develop delivery, operations, and project teams.
• Set clear standards for performance, conduct, safety, communication, and customer service.
• Support recruitment, training, onboarding, and performance management.
• Promote a positive, professional, and safety-focused culture across the business.
• Improve internal communication, briefing, debriefing, and handover processes.

• Ensure delivery activity complies with health & safety legislation, transport requirements, manual handling standards, and company policies.
• Maintain and review RAMS, vehicle checks, site documentation, incident records, and operational paperwork.
• Monitor compliance standards across daily operations, projects, subcontractors, and key account activity.
• Investigate incidents, damages, complaints, and near misses, ensuring corrective actions are completed.

All aspects of employment, including…