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