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Head of Service Delivery
About this role
Zipline in Lagos is seeking a Head of Service Delivery to standardise and own the operating standards for its African network. The role involves creating a consolidated set of site operating standards, certifying sites at go-live and quarterly intervals, and publishing results. You will lead country operations and product leads in major markets, define competency standards for Site Leads and Shift Team Leads, and help build a pipeline of certified Site Leads for launches. The position focuses on establishing site capacity envelopes, operating metrics, and accountable performance across sites, while acting as the primary operations partner to Engineering and supporting country directors with data and coaching.
What you would do
- Write and own the operating standards library for the African network.
- Consolidate existing standards into a single, clear standard and embed it across sites.
- Certify sites at go-live and quarterly thereafter, publishing results.
- Lead a Country Operations & Product Lead in each major market.
- Define competency standards for Site Leads and Shift Team Leads and help build a certified pipeline for launches.
- Publish capacity envelopes for each site based on flight operations and site data.
- Define operating metrics and set targets with Country Directors; ensure sites meet them.
- Own and analyse the network's operating data and coordinate cross-site improvements.
- Serve as Engineering’s primary operations partner for field issues and product requests from the field.
- Foster strong relationships with Country Directors to support performance improvements.
What they are asking for
- 12+ years of experience running distributed physical operations to a written standard.
- Experience building 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 and ability to set metrics, spot variance, and hold teams accountable.
- Strong programme and project management skills, driving workstreams across non-direct reports.
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