Head of Service Delivery
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Job Description
Head of Service Delivery standardizing Zipline’s autonomous drone delivery network across Africa. Certifying sites, developing operator pipelines, and driving consistent performance metrics.
Responsibilities:
- Write and own the operating standards library for Zipline’s African network
- Certify every site at go-live and quarterly thereafter, and publish results
- Lead a Country Operations & Product Lead in each major market
- Define competency standards for Site Leads and Shift Team Leads
- Build a pipeline producing approximately 20 new certified Site Leads for the launch programme
- Publish a capacity envelope for each site based on flight operations constraints and real site data
- Define operating metrics, agree targets with Country Directors, and hold site teams accountable
- Own network operating data, including monthly site reporting and cross-site comparisons
- Act as Engineering’s primary operations partner for field issues, standardisation, and product requests
- Build relationships with Country Directors and support performance improvement through standards, data, and coaching
- Report to the Head of Operations, Africa, and work alongside the Heads of Deployments and Logistics
Requirements:
- 12+ years running distributed physical operations to a written standard, such as airline ground operations, multi-site logistics networks, industrial or franchise operations, or healthcare networks
- Built a standards and certification system from scratch
- Experience leading through country or regional leads with dotted-line authority
- Reputation as an outstanding cross-functional partner
- Track record of building operator talent pipelines at scale
- Strong data instincts, including setting clear metrics, using operating data to spot variance, and holding teams accountable
- Strong programme and project management instincts, driving workstreams end to end across teams not directly led
Benefits:
- Equal opportunity employer
- Diversity and inclusion commitment
- Voluntary self-identification survey; participation does not affect the hiring process
- Confidential handling of any self-identification information
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