About Us
At St Andrew's First Aid, we are proud to support communities across Scotland through first aid training, event
medical cover and volunteer-led services. As we continue to strengthen and modernise our organisation, we are
investing in the leadership, systems and service delivery infrastructure needed to support our next stage of
development.
This is an exciting time to join us, as we continue to build a more responsive, efficient and collaborative
organisation - one that delivers excellent services for our customers, volunteers, colleagues and
communities.
The Role
As Head of Service Delivery, you will provide senior operational leadership across a range of business and
customer-focused services, ensuring they are delivered efficiently, consistently and to a high standard.
Reporting to the Executive Director of Operations, you will lead the planning, coordination and continuous
improvement of service delivery across key areas including training services, volunteering, events services,
contracts, scheduling, resources and operational workflows. You will play a central role in ensuring that
services are well planned, well supported and aligned with SAFA’s operating plans and strategic priorities.
You will:
- Lead and develop a high-performing service delivery function
- Oversee day-to-day operational delivery
across services and events
- Strengthen planning, scheduling, workflow and resource
management
- Develop and monitor service standards, KPIs and performance reporting
- Lead continuous
improvement, including the use of systems, automation and emerging technologies
- Manage budgets,
resources, suppliers and operational contracts
- Support colleague and volunteer engagement across
service-related teams
- Ensure robust approaches to risk, compliance, business continuity and service
quality
- Deputise for the Director of Operations and Business Development as required
This is a broad and influential leadership role, suited to someone who enjoys building strong systems, empowering
teams and improving how services are delivered.
About You
We’re looking for an experienced operational leader who can combine strategic thinking with practical delivery. You
will be confident leading teams, improving services and working collaboratively across a complex
organisation.
You will bring:
- Senior experience leading service delivery teams or operational functions
- Experience in a multi-site,
national or complex service environment
- A track record of improving service quality, efficiency and
performance
- Strong people leadership skills, including coaching, development and performance
management
- Experience managing budgets, resources, suppliers and service delivery targets
- Strong
stakeholder management and communication skills
- A practical understanding of risk, compliance,
safeguarding and service quality
- A commitment to continuous improvement, innovation and collaborative
working
Experience in first aid training, event medical services, healthcare, regulated services or the not-for-profit sector
would be advantageous, but is not essential.
Why Join Us?
This is a rare opportunity to shape how services are delivered across a respected Scottish charity with a strong
community purpose.
You’ll be joining SAFA at a time of positive change, with the opportunity to strengthen operational delivery, support
colleagues and volunteers, and help ensure that high-quality first aid services continue to reach communities
across Scotland.
If you’re a collaborative, improvement-focused leader who wants to make a meaningful impact, we’d love to hear from
you.