Agena Group is on an exciting and ambitious growth trajectory with diversification and innovation at its heart, underpinned by strong social value and ESG credentials, and celebrated as a multiple-award winner. Yes, our roots are in car-park management, however, we're so much more - expanding into new verticals to disrupt industry norms and elevate our sector with technology-led solutions that deliver measurable business impact for our clients, as well as improve the public's everyday experience of travel and parking.
The role of Head of Service Delivery is a senior departmental leader position responsible for the performance, development and continuous improvement of the Service Delivery and Technical Operations functions in a high-growth organisation. You will be reporting into the Chief Operating Officer, ensuring operational excellence across all activities, consistently delivering outcomes that exceed client expectations and industry standards.
The postholder will drive productivity, quality, financial performance and colleague engagement through strong leadership, robust KPIs, clear policies and effective supplier management. A key focus of the role is improving operational resilience by reducing response and resolution times for offline sites, minimising business and client impact, and leading complex multi-site technical installation projects from planning through to delivery.
Working closely with clients, suppliers and internal stakeholders, the role plays a critical part in resolving escalated issues, supporting tender activity, and leading operational projects. The Head of Service Delivery will also support the COO in integrating future acquisitions, ensuring operational consistency, scalability and long-term success, while fostering an inclusive, high-performance culture where teams can thrive.
Responsibilities and Duties
Operational Leadership & Performance
Provide leadership and full accountability across all Service Delivery functions, ensuring consistently high performance and outcomes that exceed client and industry standards. Lead the reduction of response and resolution times for offline sites, minimising operational, financial and reputational impact. Drive operational resilience, scalability and consistency across all services in a high growth organisation.
Continuous Improvement & Productivity
Identify, prioritise and deliver continuous improvement initiatives that enhance productivity, quality, cost control, client satisfaction and colleague engagement. Lead data driven performance optimisation across Service Delivery functions. Embed a culture of operational excellence and accountability.
Strategy, Governance & KPIs
Partner with the COO to design, implement and embed management KPIs aligned to group strategy and long-term objectives. Develop and maintain departmental policies, procedures and governance frameworks that support strategic goals and regulatory compliance. Ensure clear ownership, controls and reporting across all operational activity.
People Leadership & Capability Development
Build, lead and develop high performing leadership teams through coaching, mentoring and succession planning. Ensure organisational capability, capacity and talent pipelines support current operations and future growth. Promote a highly inclusive, values led culture where colleagues can perform at their best.
Client & Commercial Engagement
Act as a senior escalation point for key client issues, ensuring timely resolution and relationship protection. Represent the business in client meetings and tender presentations where required. Support commercial growth through operational credibility, delivery assurance and client confidence.
Programme & Project Delivery
Provide sponsorship and leadership for major operational programmes and projects. Lead complex, multi-site technical installation projects, ensuring delivery to agreed scope, timelines and budgets. Ensure robust project governance, milestone tracking and senior stakeholder communication.
Supplier & Procurement Management
Hold overall accountability for supplier performance across Service Delivery. Build and maintain strong strategic supplier relationships while ensuring a competitive, value driven procurement approach. Ensure supplier performance, cost and risk are actively managed and aligned to business objectives.
Reporting & Insight
Deliver clear, accurate and timely operational reporting to demonstrate performance, productivity and risks. Provide insight and recommendations to support executive decision making and continuous improvement.
Who you are
* You've got solid experience leading operations and service delivery at a senior level, ideally across multiple sites or regions
* You're comfortable managing large teams (100+ people), with senior leaders reporting into you
* You know how to bring together office-based technical teams and field-based engineers/surveyors to deliver great results
* You've led complex technical projects, large-scale installs, and major change programmes
* You are data led with the skills to interpret patterns and create the strategic vision
* You've helped build and improve technical or delivery capabilities within field operations
* You enjoy developing people, supporting leaders to grow, and building strong succession plans for the future
* You bring experience from the parking industry to better our service offering
Agena Values
We believe that the way we do business is as important as the business that we do. Operating with integrity and high ethical standards is the Agena Group way. Our values reinforce our behaviours and what is important to us. Living these values is essential to our success.
Ambitious: we aim for world class service
Disruptive: we're here to change the industry
Ethical: we do things for the right reasons
Insightful: we use research to guide our decisions
Collaborative: We're better when we work together
Innovative: we help people see things differently
Other information about the role
Salary: To be discussed at interview
Hours: 40 per week; Monday - Friday 9am - 5.30pm
Location: Remote or as hybrid from one of our offices in Lancing, Newton Abbot, Slough or Stafford
Reports to: Chief Operating Officer
Our selection process is as follows: Application - Screening - Competency Based Interview - Task with 2nd Interview - conversation with CEO
You must be able to legally live and work in the UK without sponsorship
This role is available as part of a hybrid working environment
The postholder will be required to travel to external meetings on occasion and to other office locations by the most effective means available
Benefits
We know there's more to life than work - that's why when you join Agena, you'll get your pick of our amazing benefits through our Enjoy Benefits platform. That includes discounts on gym memberships, travel bookings, high street vouchers and days out. You can also benefit from Technology benefits, Wellness benefits, Health Care plans and Car Lease benefits and much more.
Incremental holiday increases to recognise long service
2 volunteering days a year
Unlock your potential with our training, learning & development, and apprenticeship options throughout your career
Employee Assistance Programme - 24/7 confidential, independent and professional counselling
Cycle-to-work scheme
EV Charging points at office locations
Regular team/company socials
Team events from breakfasts for charity, social drinks in your local office location to book clubs, environmental initiatives, and lunch and learns.
We are proud to be certified Carbon Neutral and hold ISO Accreditations for Quality Management, Environmental Management and Information Security Management.
We are a Mindful Employer and are committed to supporting your mental health at work.
The Agena Group are proud to be part of the Disability Confident scheme. We are committed to providing an inclusive and barrier-free recruitment process. We will provide reasonable adjustments and support to ensure neuro-diverse applicants or those with a disability or long-term condition can be their best during the recruitment process. To request an adjustment, if you need this job advert in an alternative format, or if you have any questions about the recruitment process, please contact recruitment@agenagroup.com
(No agency speculative contact - thank you)