Head of Delivery

At Johnsons 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.

Key Responsibilities

Delivery & Operational Management

• 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.
  

Key Account Management

• 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.
  

Project Delivery

• 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.
  

Commercial Management

• 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.
  

Leadership & Team Development

• 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.
  

Compliance & Health & Safety

• 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.
  

Essential

• Proven experience within removals relocation logistics transport workplace services facilities management or related industries.
  
• Strong operational delivery service delivery or project management experience.
  
• Experience managing key accounts client relationships or contract-based service delivery.
  
• Excellent organisational planning and leadership skills.
  
• Ability to manage multiple jobs projects and priorities simultaneously.
  
• Experience managing teams schedules budgets and operational performance.
  
• Strong client-facing and communication skills.
  
• Commercial awareness including job profitability cost control and resource utilisation.
  
• Good understanding of Health & Safety requirements.
  
• Full UK driving licence.
  

Desirable

• Experience in commercial relocations office moves or specialist removal projects.
  
• IOSH NEBOSH CPC or relevant transport/logistics qualification.
  
• Prince2 PMP or relevant project management qualification.
  
• Knowledge of storage operations furniture installation crate management and subcontractor management.
  
• Experience using job management scheduling CRM
  

• Car Allowance
  
• Career progression within a growing business
  
• Death in Service Benefits
  
• Company Pension