Head of Partner Service Delivery

North West or Central Midlands Up to £70,000, £6,600 car allowance + other excellent benefits Do you have at least 7 years experience in contract and performance management within a complex logistics or delivery partner environment? Are you a collaborative leader who builds strong relationships and fosters continuous improvement across third-party networks? Do you bring a thoughtful approach to compliance, governance, and stakeholder engagement in a fast-paced operational setting?

If so, we represent a leading home delivery and logistics company that is looking for a Head of Partner Service Delivery , based inthe North West or Central Midlands. Youll be empowered to make a meaningful impact within a supportive and collaborative environment. Youll lead the operational and financial delivery of our Delivery Partners, ensuring services are consistently delivered to the highest standards and aligned with contractual and performance expectations. Youll support and develop partners to be flexible and high performing, using regular reviews and innovative approaches to overcome challenges and drive improvement. Youll work closely with internal stakeholders such as ourCentral Support Services,Senior Operations Team, andSenior Commercial Team, as well as external stakeholders includingDelivery Partners,Local Provision Suppliers, andCustomers. This role would suit someone from a logistics, retail, or field-based service background whos used to managing third-party providers in a fast-moving environment. Youll bring experience managing high-value contracts or delivery operations, ideally in the £10-20 million range, with a strong grasp of commercial performance and financial accountability. Experience in freight, courier, or warehouse operations will be particularly well suited to this role. If you're ready to take the lead and shape the future of our delivery partner network, apply now and lets talk. What will the role involve? Oversee a network of Delivery Partners to ensure they consistently meet or exceed contractual requirements and minimum standards. Attend Monthly Review Meetings to assess performance and drive improvement, including progression through formal performance management processes as needed. Foster continuous improvement and capacity building across the subcontractor network by ensuring appropriate development plans are in place and executed. Identify and address priority areas for quality and performance enhancement as part of the Continuous Improvement Plan.

Collaborate with senior commercial, operational, procurement, and delivery teams to define contractual performance expectations and set the annual Delivery Partner budget. Re-profile expectations at least quarterly to ensure accurate forecasting, target setting, and resource allocation across the network. Work collaboratively with Operational teams and internal stakeholders to bring about relevant improvements across the Delivery Partner network. Provision subcontractor development through targeted capacity building initiatives and improvement planning. Manage Delivery Partner compliance risks in close collaboration with the Compliance Team, ensuring full adherence to contractual obligations and governance standards. Maintain auditable records of all contract management activities and provide clear evidence of compliance with governance procedures for both internal and external audits and accreditations. Conduct site visits and observations to monitor the quality of provision and services delivered to participants. What are we looking for? A strong track record of building and maintaining productive relationships with employers, partners, and stakeholders, with the ability to develop and sustain relationships at a strategic level. Significant experience in the employment and/or training sectors, with relevant professional background in operations, last mile delivery, account or relationship management, small business logistics, or retail/vendor/supplier management. Highly organised and adept at time management, with excellent planning and organisational skills, attention to detail, and the ability to work effectively under pressure. Skilled in identifying challenges, thinking flexibly, and resolving issues constructively, with a proven ability to meet and exceed performance expectations. Experience managing operational contracts and applying performance management frameworks, including addressing underperformance and working with third-party resources on a regional or national scale. Experience working with a contingent workforce in businesses with seasonal peaks is highly desirable. Financially aware and committed to respecting, valuing, and developing people, with strong administrative, IT, and organisational skills, including proficiency in Microsoft Office. Solid understanding of the local and regional labour market. What do the benefits include? 34 days annual leave (inclusive of bank holidays) Option to purchase up to five additional days of leave Competitive pension plan Private medical insurance and life assurance Retail and hospitality discounts Cycle to Work Scheme and discounted gym memberships How to Apply Its quick and easy to apply online - just have your up-to-date CV ready and follow the step-by-step application process. If you're invited to interview and need any adjustments to support you through the process, please let us know - were here to help make your experience as smooth and positive as possible.

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