Head of New Business Delivery

Location: Ripponden

Salary: £50,000 - £60,000 depending on experience

Vacancy Type: Permanent/Full Time

Job Title

Head of New Business Delivery

Function

New Business Delivery

Location

Ripponden

Reports to

Customer Delivery Director

Responsible for Staff

c.25 FTE

About Our Business

JLA is a mission critical infrastructure solutions business offering services in Laundry, Catering, Heating, Fire Safety, Infection Control, and Air Conditioning.

The company offers an end-to-end, on-premise, machine supply and breakdown service proposition under the name Total Care, along with additional products and services. JLA is driven by a world-class Sales & Marketing engine, owns and maintains all assets, and has an efficient on-site operations team working daily with customers.

Role Overview

Lead the end-to-end delivery of customer orders across Total Care, Circuit, Machine Sales, SCONs, Solutions, and contracted T&M revenue lines, including all mobilisation, fulfilment, supply, and installation activities from receipt of Docusign through to completion of installations.

Lead the order onboarding and delivery team(s) and develop a culture of continuous improvement and operational excellence, measured by and managed to clear performance metrics.

Collaborate with Sales, Finance, and Supply Chain colleagues to meet business and customer delivery expectations as measured by customer sentiment and budget measures.

As a member of the Senior Leadership Team, act as an ambassador, demonstrating our values and commitment to our vision through behaviours and people leadership.

Key Tasks

1. Lead the team to deliver customer orders within SLA objectives across all JLA verticals (Laundry, Catering, Fire & HVAC plus new) and all segments, proactively driving delivery in collaboration with Commercial, Field Operations, and Supply Chain colleagues.
2. Lead the optimisation of business processes, improving processing time and developing a culture of operational excellence and continuous improvement.
3. Implement processes to proactively manage the visibility and delivery of orders, including hand-offs and fulfilment.
4. Lead the onboarding and mobilisation of new contracts, assigning resources to coordinate multi-functional teams to ensure effective delivery and account set-up on operational platforms.
5. Maximise revenue through efficient and effective transition of orders to complete installation, mitigating any risk of revenue leakage and billing delays.
6. Develop talent within the team, fostering a culture of high-quality delivery and commitment to excellence, demonstrated through high-quality standards e.g. data quality, rejection rates, etc. Guide, coach, develop, empower, and motivate the team.
7. Work with Sales and Supply Chain colleagues to forecast and plan machine supply to meet emerging customer demand through high levels of collaboration. Proactively support the management of supply e.g. through machine swaps, sales of in-stock machines, etc.
8. Communicate effectively to key stakeholders across the group including forecasting delivery volumes and dependencies/impacts on other teams.
9. Maximise the use of available data systems to develop performance metrics that both measure operational effectiveness and support continuous improvement. Drive transparent understanding of these metrics and associated targets across the team.
10. Work with engineering colleagues to plan install labour needs and maximise efficiency and effectiveness of direct labour and sub-contract resource and associated costs.

Criteria Essential

(attributes required for candidate to be considered)

• Understanding of Order to Install process, including inter-team collaborations.
• Understanding of systems-led processes in Order to Cash processes.
• Analytical skills, ability to source and use data to effectively set short and long-term strategies, drive order delivery, and operational improvement.
• People management including performance management, coaching, and development.

Desirable

(attributes can be trained or developed)

• Understanding of JLA propositions, sectors, and segments.
• Understanding of Continuous Improvement methods to drive operational excellence across Order to Cash process.

Experience

(what you have done)

• Proven experience of coaching, leading, developing, and inspiring teams.
• Change management including understanding the impact of change and developing appropriate training, engagement, and communications strategies to support colleagues through the transition.
• Experience of performance management and using data to drive improvement.
• Proven experience of successful Order to Cash delivery including collaboration across multiple teams.
• Experience in leading in an environment focused on customer service excellence.

Desirable

(attributes can be trained or developed)

• Experience of driving operational excellence.

Personal Qualities

(the way you think and act)

• Strong Leader, with highly tuned communication and interpersonal skills to inspire cross-functional teams and align objectives.
• Experience in developing team managers into strong leaders and in turn creating a culture of strong engagement.
• Ability to communicate effectively, written and verbally at executive, leadership, and colleague level.
• Resilient - able to thrive in a role with multiple stakeholders and proactively manage external dependencies to achieve business objectives.
• Detail-focused with an ability to understand individual order performance and relate this to team performance.