Operations & Development Manager

Overview

Reporting to the Head of Stockless Fulfilment, you are responsible for owning and developing the Screwfix Stockless Fulfilment proposition, including the design and delivery of processes, governance, ways of working, and reporting. Working with the Lead Account Manager, you drive the delivery of operational outcomes and lead the execution of new programmes, ensuring strong performance and continuous evolution of Stockless Fulfilment to support scalable, efficient growth.

• Discretionary annual bonus up to 20%
• 33 days' holiday (including bank holidays, 5 of which can be taken flexibly)
• Hybrid working with up to 2 days working from home
• Flexible start and end times around core working hours
• Buy More Holiday - eligible colleagues can boost their holiday allowance by up to one extra week
• EV Car Scheme in Partnership with Tusker - eligible colleagues can lease a brand-new or pre-loved electric vehicle
• Up to 14% employer pension contributions
• Life cover up to 4x your salary
• Health cash plan and discounted gym memberships (up to 25% savings)
• 20% discount at Screwfix and B&Q

• Set and own operational standards, governance frameworks, and performance routines to ensure consistent execution and continuous improvement across the fulfilment network.
• Accountable for setting operational KPIs, SLAs, and service delivery outcomes, ensuring performance is tracked, reported, and actively improved through structured intervention and escalation.
• Act as escalation point for complex vendor, system, and internal operational issues, driving resolution, root cause elimination, and long-term prevention strategies.
• Own Stockless Fulfilment forecasting, capacity planning, and budget management.
• Manage the team that produces, and present operational performance reporting, providing insight, challenge, and recommendations to influence business decisions.
• Lead continuous improvement and transformation initiatives across processes, systems, and ways of working to improve scalability, resilience, and efficiency.
• Lead operational input into systems and technology change, ensuring Stockless Fulfilment requirements are embedded into design, prioritisation, and implementation.
• Own strategic relationships with key technology partners and system providers, ensuring alignment between operational needs and system capability.
• Propose, align and agree on the Development priorities and scope in conjunction with the Head of Stockless Fulfilment.
• Lead end-to-end delivery of new Stockless Fulfilment programmes, ensuring outcomes are achieved.
• Identify and manage cross-programme and enterprise-wide dependencies to ensure alignment with broader business change activity.
• Partner with senior stakeholders across Commercial, Supply Chain, Finance, Digital, and external partners to align priorities and secure delivery outcomes.
• Prepare and deliver clear, insight-led reporting and executive-level presentations to support governance and strategic decision-making.
• Contribute to the design and evolution of future operating models for Stockless Fulfilment, ensuring scalability and long-term capability.
• Develop and manage cross-functional KPI frameworks and dashboards to monitor performance and drive action.
• Identify and mitigate commercial and operational value leakage across fulfilment and vendor models.
• Optimise fulfilment models, payment terms, and operational workflows to enable scalable and efficient growth.
• Manage cross-functional resource planning and capacity allocation across work streams to ensure effective delivery of programme activity.
• Maintain external market intelligence and benchmarking to inform strategic direction and fulfilment model evolution.
• Contribute to and influence medium and long-term operational strategy for Stockless Fulfilment, shaping how the model evolves to meet future business requirements.
• Engage team through agreed performance and development objectives, driving high performance through 1:1s and quarterly check-ins.
• Collaborate with peers and direct reports in using Peakon insight to drive engagement within the team and function.
• Lead, develop, and performance manage direct reports, building a…