Head of Operational Delivery

Brookfield House, Taporley Road, Norcott Brook, Cheshire, WA4 4EA
United Kingdom

We’re currently looking for a dynamic and results-driven Head of Operational Delivery to support and lead with purpose, drive continuous improvement, and deliver operational success across the organisation. If you’re someone who brings energy, innovation, and a passion for high performance, this could be your next big opportunity to really have influence.

The Head of Operational Delivery (Hub) is responsible for leading and optimising the planning, scheduling, coordination and administrative support functions across the business. This role ensures efficient deployment of operational resources, effective workflow management, and a high‑performing administrative hub that supports delivery teams and enhances service performance.

You will take an active and leading role in process review, optimisation and ownership, acting as Operational business owner for system/software implementation and development.

You be a key player as the business moves into a period of growth and significant transformation and offers an opportunity to shape our service delivery for the future.

You will be a strategic and operational leader with experience managing planning, scheduling, coordination or administrative teams in a fast‑paced, service‑driven environment. You excel in process optimisation, people leadership, cross‑department collaboration and ensuring teams have the structure and clarity needed to succeed.

You will be accountable for the delivery, performance, and evolution of The Hub. Your leadership will ensure a coordinated, efficient, and scalable operational support function across all service lines.

• Lead and develop the Planning, Scheduling and Administration Hub to ensure effective operational support.
• Oversee resource planning to ensure optimal scheduling and allocation of surveyors, analysts and project teams.
• Drive process improvements and workflow efficiency across operational support functions.
• Ensure accurate and timely administration of job bookings, documentation, reporting and client communication.
• Implement performance metrics, dashboards and reporting to monitor efficiency and service standards.
• Work closely with operational leaders to forecast demand and plan capacity.
• Provide leadership, coaching and development for hub team members.
• Liaise with clients, suppliers and internal departments to resolve issues and maintain service quality.
• Support digital transformation initiatives, including scheduling software and workflow tools.
• Produce centralised reporting for scheduling performance, utilisation, productivity, workflow stability, and admin accuracy.
• Use data to identify inefficiencies, operational risks, and opportunities for continuous improvement.
• Build a culture of accuracy, responsiveness, collaboration, and operational discipline.
• Set clear objectives, KPIs, workflow expectations, and performance standards.
• Contribute to readiness for UKAS (Asbestos), other external audits, and internal governance activities through robust admin processes.

• Experience managing high-volume scheduling, coordination, planning, or operational support teams.
• Familiarity with field based service delivery environments (compliance, repairs, housing, or utilities).
• Strong understanding of workflow optimisation, capacity planning and service delivery operations.
• Proficiency with scheduling systems, CRM, operational software platforms, and data tools.
• Exceptional organisational skills and attention to detail.
• Ability to lead a multidisciplinary team supporting multiple service lines.
• Strong communication and stakeholder management abilities.
• Resilient, structured, and capable of managing fast‑paced environments.
• Continuous improvement mind-set with a focus on efficiency and quality.

Pennington Choices has been recognised by Best Companies as being a very good employer each year since 2018. We offer a working environment that is stimulating, where our people are given the tools they need to help shape their careers. With approachable and…