Head of Delivery

At Johnson's, 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.
  

Equal Opportunity Statement: 

All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, colour, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, or any other status protected by law. 

We have a long heritage of being an inclusive employer which provides training and development in a positive learning environment.

Requirements

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
  

Benefits

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