Head of Service Delivery

Job title : Head of Service Delivery

What You'll Do

• Write and own the operating standards library for our African network, consolidating what exists today into one clear standard. Practices vary from site to site today, so much of your first year will go into writing these standards and embedding them in every site.
• Certify every site at go-live and every quarter after that, and publish the results.
• Lead a Country Operations & Product Lead in each major market, who reports to you and works hand in hand with their Country Director.
• Define the competency standard for Site Leads and Shift Team Leads and, with our People team, build the pipeline that produces around 20 new certified Site Leads for our launch programme.
• Publish a capacity envelope for each site, based on flight operations constraints and real site data.
• Define the operating metrics every site is measured on, agree targets with each Country Director, and hold site teams accountable for meeting them.
• Own the network’s operating data, including monthly site reporting and cross-site comparisons, and follow up until the gaps are closed.
• Act as Engineering’s primary operations partner: first response on field issues, standardisation, and a ranked list of product requests from the field.
• Build strong working relationships with every Country Director. They run operations in their countries, and you will support them with the standards, data and coaching to raise performance.

What Success Looks Like

• A rising share of sites certified at standard, with high certification pass rates.
• Findings closed quickly, and the same finding rarely appears twice.
• Capacity envelopes that accurately predict what each site can deliver.
• New Site Leads reach full competency quickly and are ready for each launch.
• Every site reports against the same metrics, and performance gaps between sites narrow month on month.

What You'll Bring

• 12+ years running distributed physical operations to a written standard, for example airline ground operations, multi-site logistics networks, industrial or franchise operations, or healthcare networks.
• You have built a standards and certification system from scratch, not just inherited one.
• Experience leading through country or regional leads with dotted-line authority, and a reputation as an outstanding cross-functional partner.
• A track record of building operator talent pipelines at scale.
• Strong data instincts: you set clear metrics, use operating data to spot variance, and hold teams accountable.
• Strong programme and project management instincts: you drive workstreams end to end across teams you don't directly lead.