Head of Delivery
10 days ago
Manchester
Company Mission:\n\nWe believe in ensuring fairness in commercial property business rates.\n\nWe aim to help the Local Authority market ensure it maximises its collection of Commercial Property Business Rates.\n\nJob Summary:\n\nThe Head of Delivery is responsible for setting the strategic direction, performance standards, and delivery model for Analyse Local’s Income Maximisation and Product functions. The role oversees operational execution across the Rating team and Product Management team, ensuring services are scalable, data‑driven, commercially viable, and consistently exceed Local Authority expectations.\n\nThe role combines strategic ownership with delivery accountability, ensuring that:\n\nProduct roadmaps align with market need, legislation, and company growth objectives\n\nDelivery teams operate efficiently, accurately, and at scale\n\nClient outcomes, satisfaction, and value realisation are measurable and improving\n\nData quality, automation, and process maturity underpin long‑term success\n\nThe Head of Delivery acts as a bridge between Product, Delivery, Client Management, and Senior Leadership, ensuring that insight from clients, performance data, and emerging policy or caselaw is converted into actionable improvements.\n\nKey Responsibilities:\n\nLeadership & Strategy\n\nDefine and implement a cohesive ‘Product & Delivery’ strategy aligned to company objectives.\n\nOversee the performance and output of the Income Maximisation services, ensuring consistent, high-quality delivery to clients.\n\nOwn the product roadmap across all service lines - balancing innovation, stability and commercial priorities.\n\nAct as the senior link between Delivery, Client Management, and Technical/Development teams.\n\nProduct Management\n\nLead product development cycles from discovery through to delivery, iteration, and lifecycle management.\n\nWork closely with clients and internal stakeholders to identify needs, validate opportunities and shape product features.\n\nEnsure all products remain compliant, relevant and competitive within the Local Authority revenues market.\n\nMaintain documentation, specifications and release processes for all platforms and tools.\n\nService Delivery & Performance\n\nOwn the performance and delivery outcomes of all Income Maximisation and related products\n\nImplement and maintain standardised workflows and KPIs to improve throughput, accuracy and client satisfaction.\n\nWork with the Client Management team to ensure smooth onboarding, updates and communication on service progress.\n\nIdentify and implement automation and process improvement opportunities.\n\nMonitor delivery metrics (case volumes, turnaround times, outcomes) and produce performance insights for leadership reporting.\n\nManage capacity planning, resource allocation, and prioritisation across delivery and product teams.\n\nPeople & Culture\n\nLead, mentor and develop staff within the Product & Delivery functions.\n\nBuild a culture of performance, collaboration, continuous improvement and accountability.\n\nEstablish capability frameworks, career pathways and succession planning.\n\nDrive clarity around ownership, expectations and inter-department working practices.\n\nRequired Skills & Experience:\n\nProven experience leading cross-functional teams across product management, service delivery and technical development.\n\nStrong background in management and delivery leadership within a SaaS, data or public sector services environment.\n\nDemonstrated ability to translate business goals into clear delivery and product strategies.\n\nExcellent stakeholder management and communication skills, able to align commercial, technical and client-facing teams.\n\nExperience managing performance, capacity and workflow efficiency using data-driven metrics and dashboards.\n\nSkilled in process improvement, standardisation and operational excellence within a growing business.\n\nStrong analytical mindset with the ability to interpret data and convert insight into action.\n\nPractical experience of end-to-end product lifecycle management, from discovery to release.\n\nConfident using modern product and project management tools (e.g.Power BI).\n\nTrack record of building and developing high-performing teams.\n\nExperience working with or supplying to UK Local Authorities – desirable.\n\nOKRs and Impact\n\nObjective 1: Elevate product and service delivery performance at scale\n\nKey Result 1: Achieve sustained improvements in caseload throughput year‑on‑year while maintaining agreed quality and acceptance thresholds.\n\nKey Result 2: Reduce average client referral turnaround times through changes to prioritisation, process design and resourcing strategy.\n\nKey Result 3: Deliver major product and service enhancements that demonstrably respond to client feedback, legislative change or market opportunity.\n\nKey Result 4: Introduce and maintain departmental client satisfaction scores across all core services with clear corrective actions where standards are not met.\n\nObjective 2. Align product strategy with commercial growth and client value\n\nKey Result 1: Define, publish and maintain a 12‑month rolling product roadmap aligned to business growth priorities and approved by Senior Leadership.\n\nKey Result 2: Ensure all new product proposals complete a documented commercial viability assessment (ROI, pricing, delivery impact, scalability) prior to approval.\n\nKey Result 3: Establish and manage partner Local Authority pilots to test, validate and refine new or enhanced products.\n\nKey Result 4: Implement a feature prioritisation and sign-off process balancing client demand, ROI, and technical feasibility.\n\nObjective 3. Embed operational excellence through data, automation and consistency\n\nKey Result 1: Implement automated delivery and performance dashboards providing real‑time visibility of throughput, quality, ageing and value delivery.\n\nKey Result 2: Embed closed‑loop client satisfaction mechanisms and maintain ≥90% satisfaction across core services year‑round.\n\nKey Result 3: Establish, own and enforce SOPs for all core services with annual reviews.\n\nKey Result 4: Identify, prioritise and deliver a pipeline of efficiency initiatives focused on automation and AI, releasing measurable capacity back into the team.\n\nObjective 4. Build a resilient, high‑performing delivery organisation\n\nKey Result 1: Conduct quarterly performance, capability and succession reviews for all direct reports, with evidence of development actions cascading through teams.\n\nKey Result 2: Embed OKR ownership, tracking and accountability across all managers, with consistent reporting and variance management.\n\nKey Result 3: Establish regular cross‑functional delivery forums (Product, Client Management, Development) to resolve risk, prioritisation and dependency issues.\n\nKey Result 4: Ensure 100% of team members have a documented development pathway, with demonstrable progress against skills, certification and role readiness goals.\n\nCultural Fit and Values:\n\nUnderstand and strive to work to the Inform Holdings Group Company Values:\n\nPerformance: Strive for excellence in everything you do, continuously improving and delivering high-quality results.\n\nPerformance is linked to the achievement of high standards and continuous improvement.\n\nExample: Ensuring all services operate at peak efficiency and accuracy, and that product developments are delivered on time, within scope, and with clear value for Local Authority clients.\n\nWarrior Spirit: Tackle challenges head-on with determination and resilience.\n\nPerformance is evaluated based on the ability to overcome obstacles and drive results.\n\nExample: Steering the Delivery and Product teams through data system changes or external policy shifts, maintaining focus, morale and delivery standards while managing multiple stakeholder demands.\n\nFun Loving Attitude: Believe in maintaining a positive and enjoyable work environment.\n\nPerformance is assessed on the ability to contribute to a positive and engaging workplace culture.\n\nExample: Promoting a team culture where Delivery and Product staff feel empowered to share ideas, celebrate milestones and take pride in shared achievements - even during demanding delivery cycles.\n\nMake an Impact: Make a significant difference in our industry and community.\n\nPerformance is measured by the tangible impact made through projects and initiatives.\n\nExample: Launching data-led improvements and product innovations that directly enhance revenue recovery and operational efficiency for Local Authorities, positioning the company as a leader in Public Sector insight and outcomes.\n\nSpot On Judgement: Make informed decisions with precision and insight.\n\nPerformance is evaluated based on the ability to make sound decisions and provide accurate assessments.\n\nExample: Making evidence-based calls on product investment, delivery prioritisation or client commitments - ensuring choices align with company goals, resource capacity and long-term sustainability.\n\nOrganise for Innovation: Create an environment that encourages creativity and innovation.\n\nPerformance is linked to the ability to organize and implement innovative solutions.\n\nExample: Establishing agile delivery methods and collaborative product planning sessions that turn insights from Delivery and Client Management into scalable system features and process enhancements.\n\nDevelopment opportunities:\n\nContinuous learning and development encouraged to enhance skills and knowledge.\n\nMentorship.\n\nParticipation in industry-related events.\n\nIndustry-recognised qualifications