A national, member-based organisation operating a complex, multi-site service and logistics network
Driving service excellence, member engagement, and operational performance
West Yorkshire
Competitive salary, car allowance, private medical and pension.
Our client is a long-established, nationally significant organisation operating at the heart of a UK-wide supply and collection network. With a clear purpose, a diverse member base, and a visible operational footprint across the country, the organisation plays a central role in supporting its members through consistent, high-quality service delivery. The organisation operates on a not-for-profit basis, with a clear purpose centred on maximising long-term value and returns for its members.
Following a period of strategic review and renewed focus on member experience, an opportunity has arisen to appoint a Head of Service Delivery with responsibility for service performance across the nationwide network. This is a senior leadership role with a clear mandate to improve member experience, increase participation, and deliver measurable growth in volumes handled.
Reporting to the Chief Executive, the Head of Service Delivery will lead a geographically dispersed, member-facing operation encompassing administration, intake, and regional management teams. The role combines strategic oversight with hands-on operational leadership, reviewing existing service models, setting clear standards, and implementing improvements that enhance consistency, professionalism, and efficiency across all locations.
Success in this role will be defined by the ability to translate service quality into tangible outcomes. By strengthening trust with members, improving accessibility, and raising standards across the network, the postholder will directly influence participation, retention, and overall organisational performance. The service network represents the primary interface with members and plays a critical role in shaping perceptions of the organisation.
Candidates are likely to be experienced senior leaders from multi-site, service-led operational environments. Backgrounds in member-based organisations, agriculture, cooperatives, logistics, distribution, or similarly complex networks will be advantageous, though the quality of leadership capability and track record will be the primary considerations. Experience of leading service improvement at scale and delivering change that drives increased engagement, loyalty, or throughput will be of particular importance.
The role requires a leader who is comfortable operating visibly across sites, credible with frontline teams, and confident engaging directly with members and stakeholders. Strong commercial awareness, the ability to use data and insight to inform decision-making, and experience of embedding consistent standards, training, and culture across dispersed teams will be essential.
Culturally, the organisation is seeking a grounded and resilient leader, able to manage complexity, bring clarity and structure, and deliver sustainable change in a considered and collaborative manner. The Head of Service Delivery will work closely with peers across the senior leadership team, contributing to organisational improvement while maintaining operational stability and trust.
The role operates on a hybrid basis and requires extensive travel across the UK, reflecting the importance of visible leadership and regular engagement across the organisation’s nationwide network.
This represents a significant leadership opportunity with national scope and long-term impact within a purpose-led organisation.
If you would like to be considered for this opportunity, Adderleys Executive Search invites you to submit your curriculum vitae in absolute confidence for consideration in the first stage of the interview process.
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