Head of Service Delivery

Job Advert

About Us

At St Andrew's First Aid, we are proud to support communities across Scotland through first aid training, event medical cover and volunteer-led services. As we continue to strengthen and modernise our organisation, we are investing in the leadership, systems and service delivery infrastructure needed to support our next stage of development.

This is an exciting time to join us, as we continue to build a more responsive, efficient and collaborative organisation - one that delivers excellent services for our customers, volunteers, colleagues and communities.

The Role

As Head of Service Delivery, you will provide senior operational leadership across a range of business and customer-focused services, ensuring they are delivered efficiently, consistently and to a high standard.

Reporting to the Executive Director of Operations, you will lead the planning, coordination and continuous improvement of service delivery across key areas including training services, volunteering, events services, contracts, scheduling, resources and operational workflows. You will play a central role in ensuring that services are well planned, well supported and aligned with SAFA’s operating plans and strategic priorities.

You will:

• Lead and develop a high-performing service delivery function
• Oversee day-to-day operational delivery across services and events
• Strengthen planning, scheduling, workflow and resource management
• Develop and monitor service standards, KPIs and performance reporting
• Lead continuous improvement, including the use of systems, automation and emerging technologies
• Manage budgets, resources, suppliers and operational contracts
• Support colleague and volunteer engagement across service-related teams
• Ensure robust approaches to risk, compliance, business continuity and service quality
• Deputise for the Director of Operations and Business Development as required

This is a broad and influential leadership role, suited to someone who enjoys building strong systems, empowering teams and improving how services are delivered.

About You

We’re looking for an experienced operational leader who can combine strategic thinking with practical delivery. You will be confident leading teams, improving services and working collaboratively across a complex organisation.

You will bring:

• Senior experience leading service delivery teams or operational functions
• Experience in a multi-site, national or complex service environment
• A track record of improving service quality, efficiency and performance
• Strong people leadership skills, including coaching, development and performance management
• Experience managing budgets, resources, suppliers and service delivery targets
• Strong stakeholder management and communication skills
• A practical understanding of risk, compliance, safeguarding and service quality
• A commitment to continuous improvement, innovation and collaborative working

Experience in first aid training, event medical services, healthcare, regulated services or the not-for-profit sector would be advantageous, but is not essential.

Why Join Us?

This is a rare opportunity to shape how services are delivered across a respected Scottish charity with a strong community purpose.

You’ll be joining SAFA at a time of positive change, with the opportunity to strengthen operational delivery, support colleagues and volunteers, and help ensure that high-quality first aid services continue to reach communities across Scotland.

If you’re a collaborative, improvement-focused leader who wants to make a meaningful impact, we’d love to hear from you.