Head of Service Delivery

1126423
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  • Job type

    Permanent

  • Location

    Dublin South/Wicklow

  • Working Pattern

    Full-time

  • Specialism

    Projects & Change Management

  • Industry

    Charities & Not For Profit

  • Pay

    €100K - DOE
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Head of Service Delivery | Perm | Salary DOE | 3 days on-site per week

A national organisation is seeking an experienced Head of Service Delivery to lead the strategic and operational execution of a large-scale, nationwide service delivery model. This role will oversee the physical delivery of a high‑visibility environmental and regulatory scheme, ensuring reliable operations across collections, logistics, community engagement, infrastructure deployment, and field performance.

This is a senior leadership position responsible for driving operational excellence, building capability, strengthening governance, and ensuring service performance consistently meets regulatory obligations and organisational targets.

What You Will Achieve
  • Develop and execute a clear, data-driven service delivery strategy aligned to organisational and regulatory requirements.
  • Build a high‑performing operational ecosystem with consistent, reliable delivery across logistics, collections, and community operations.
  • Lead the full people‑management lifecycle across multiple operational functions, setting expectations and driving capability development.
  • Establish robust performance reporting, validation processes, and governance frameworks ensuring full visibility of operational performance.
  • Deliver effective community‑focused initiatives that increase participation and improve national collection outcomes.
  • Oversee service quality of external operational partners, ensuring accountability and contractual performance.
  • Own the escalation strategy, identifying systemic issues and driving long-term resolution.
  • Maintain audit‑ready QMS documentation and risk frameworks across all operational areas.

What You Will Do
  • Define and deliver the national service delivery strategy, ensuring alignment with organisational priorities and regulatory standards.
  • Lead logistics, community, and operational support teams to drive performance, accountability, and consistent execution.
  • Manage external delivery partners and contractors to ensure quality, reliability, and continuous improvement of end‑to‑end services.
  • Implement a data-driven operating model using operational insights, KPIs, and reporting frameworks to enable informed decision-making.
  • Build structured operational governance, reporting rhythms, and escalation mechanisms.
  • Oversee QMS governance, risk management, and compliance across operational functions.
  • Champion cross-functional collaboration with customer experience and membership teams to resolve issues and deliver high-quality service.
  • Lead strategic programmes and operational projects using structured project management methodologies.

Who You Are
  • A seasoned operations leader with experience managing large-scale, complex service delivery or logistics environments.
  • A strategic thinker capable of designing scalable delivery models while ensuring operational excellence.
  • An experienced people manager with a track record of building and developing high‑performing teams.
  • Highly data-driven, able to interpret performance insights and make evidence‑based decisions.
  • Skilled in programme and project leadership, delivering cross-functional initiatives to scope and timeline.
  • Strong in stakeholder engagement with the ability to influence senior internal and external stakeholders.
  • A clear, confident communicator capable of aligning multiple teams around shared priorities.

Essential Requirements
  • 7+ years of senior operations, supply chain, logistics, service delivery, or programme delivery experience.
  • Leadership experience overseeing multiple teams and operational functions.
  • Proven ability in strategy development and execution within complex operational environments.
  • Strong people management skills including performance management, coaching, and capability building.
  • Demonstrable experience in data analysis, trends, KPIs, and insight‑driven decision-making.
  • Proven programme and project management experience with structured governance.
  • Full clean driving licence and willingness to travel.

Desirable
  • Strong analytical skills and experience working with operational data.
  • Qualifications such as MBA, PRINCE2, PMP, or related certifications.
  • Experience managing outsourced service providers.
  • Comfortable using AI-powered workplace tools (e.g., Copilot, ChatGPT, Claude, Gemini) to enhance efficiency.
  • Experience in environmental schemes, waste management, or Extended Producer Responsibility (EPR) frameworks.

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Talk to Alice Barry, the specialist consultant managing this position

Located in Hays Recruitment, Dublin, 26/27a Grafton Street, Dublin, Telephone: 015710019
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