Head of Service Delivery

• 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

• 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

• 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