Head of Service Delivery

Ireland has one of the most beautiful natural environments in the world, and we want to keep it that way. Appointed by the Irish government, but operating as a standalone company, Re-turn is a not-for-profit organisation established to run Ireland's Deposit Return Scheme (DRS), a simple solution to achieving higher collection rates for drinks containers. DRS schemes operates successfully in more than 40 countries. DRS schemes reduce litter, prevent waste, lower emissions and relieve pressure on natural resources. The Irish scheme went live on 1 February 2024 and has already collected over 2.5 billion drinks containers across the country. This means high quality material can be reprocessed and used to make new products – supporting a truly circular economy. We're a small but growing team and we've got off to a great start, but there's still plenty to do to ensure Ireland's scheme runs as efficiently as possible and achieves its high recycling ambitions. Role Summary We are hiring a Head of Service Delivery to provide strategic leadership and operational control of the physical delivery of Ireland's Deposit Return Scheme (DRS). This role owns real-world execution across collections, logistics, community operations, infrastructure and field performance, ensuring the scheme operates efficiently, reliably, and at scale. You will define and deliver the service delivery strategy, ensuring that operational performance meets SLA and KPI requirements, and that systems, partners and processes are aligned to support national collection targets and regulatory obligations. This is a senior leadership role responsible for building capability, strengthening operational performance, embedding data-driven decision-making, and building a high-performing delivery function across a complex, nationwide network. Qualifications in these areas are a plus; proven experience is essential. What You'll Achieve A clearly defined and executed service delivery strategy aligned to organisational and regulatory objectives. A high-performing, reliable and well-governed ecosystem with consistent, reliable delivery of collections, logistics and community operations. Ownership and accountability for the full people management lifecycle across logistics, community and RPO functions, building high performance and setting clear expectations to drive capability development. A data-driven service delivery model, underpinned by robust validation, reporting and governance processes, with clear visibility of performance, issues and improvement opportunities. Effective delivery of community and RPO initiatives, contributing to increased participation and collection volumes. Strong oversight and performance of external operational partners, ensuring accountability and service quality. Clear ownership of escalation strategy, with systemic issues identified, addressed and reduced over time. Consistent, audit-ready QMS documentation and risk management frameworks across logistics, community and RPO operations. What You'll Do Set and deliver the service delivery strategy, aligning operational priorities with organisational objectives and regulatory requirements. Lead and develop the logistics, community and RPO functions, driving performance, accountability, consistent execution and long-term capability across teams. Own the management of external delivery partners and contractors, ensuring end-to-end service quality, contractual performance and continuous improvement. Define and implement a data-driven operating model, using performance insights to identify issues, inform decisions, and drive continuous improvement. Establish structured operational governance, including performance reviews, reporting rhythms and escalation frameworks. Own QMS governance and risk management across logistics, community and RPO operations, ensuring audit readiness and regulatory compliance. Champion cross-functional collaboration with Membership & Customer Experience and other internal teams to ensure aligned execution and effective resolution of operational issues. Lead and deliver strategic programmes and operational projects using structured project management methodologies and governance. Who Are You? A senior operations leader with demonstrable experience managing large-scale, complex service delivery or logistics environments. A strategic thinker who can design delivery models and translate organisational objectives into effective execution. An experienced people leader with a strong track record of building, developing and managing high-performing teams. Highly data-driven, with the ability to analyse performance and make evidence-based decisions. An experienced programme and project leader, capable of delivering complex, cross-functional initiatives. Highly effective in stakeholder engagement, with the ability to influence and build credibility with senior internal and external stakeholders. A confident communicator, able to align multiple teams and stakeholders around shared objectives and priorities. 7+ years' demonstrable experience in senior operations, supply chain, logistics, service delivery or programme delivery roles. Leadership experience at senior level, managing multiple teams and functions. Proven experience in strategy development and execution within complex operational environments. Strong people management experience, including performance management, coaching and capability building. Demonstrable experience in data analysis and data-driven decision making. Proven programme and project management experience, delivering complex initiatives to scope, timeline and governance standards. This role will require travel, so a full clean driver's licence is essential. Strong data analysis skills (patterns, trends, KPIs, operational insights) that drive accuracy and decision making. Formal qualification in business (MBA), Project Management (e.g. PRINCE2, PMP), operations, analytics, retail management or related field a plus. Experience working with outsourced service providers. Experience using AI-powered features in workplace tools to improve efficiency and confident in leveraging generative AI models (e.g., CoPilot, ChatGPT, Claude, Gemini) for daily tasks and workflow optimization. Experience in environmental schemes, waste management or Extended Producer Responsibility (EPR) frameworks. About our benefits We offer a competitive salary and benefits package which includes Hybrid working: we operate a hybrid working arrangement with 2 days home working permitted per week (1 to be a Friday). Flexible working: 37 hour week with core times Monday to Thursday 08:45 to 15:45 & Friday 08:45 to 12:45. Company Pension Contribution of 5%, increasing with service. Company Health Insurance Scheme. Employee Assistance Programme. Income Protection. Life assurance. Subsidised Canteen. Leap Card Subsidy. We are an equal opportunities employer and happy to discuss any reasonable adjustments that may be needed for successful candidates. Closing date for applications: Friday 3rd April 2026 J-18808-Ljbffr