Head of Service Delivery at Zipline – Abuja and Lagos

Zipline is recruiting a Head of Service Delivery for its African distribution network, with listed locations in Abuja and Lagos. Reporting to the Head of Operations, Africa, this regional leadership role establishes consistent operating standards, site certification, operator competence and performance measurement across the network.

Network standards and operational quality

• Create and own a unified written library of operating standards for Zipline’s African sites and embed those standards in every operation.
• Certify sites at go-live and quarterly thereafter, publishing assessments and monitoring the closure of findings.
• Define operating standards and competence requirements for Site Leads and Shift Team Leads.
• Partner with the People team to build a pipeline of approximately 20 newly certified Site Leads for the launch programme.
• Develop a realistic capacity envelope for each site using flight-operation restrictions and operational data.
• Set common operating metrics with Country Directors, agree performance targets and hold teams accountable.
• Lead monthly network reporting, performance comparisons and follow-up to close site-level gaps.

Leadership and cross-functional delivery

• Lead the in-country operations excellence and compliance teams, including Country Operations and Product Leads in major markets.
• Partner with Country Directors, who remain responsible for their countries’ daily site operations, to strengthen standards and results.
• Serve as Engineering’s primary operations counterpart for site issues, standardisation and prioritised field product requests.
• Work alongside the regional Heads of Deployments and Logistics on service delivery and regional operating priorities.
• Build training and coaching processes that support site competence and sustainable cost per delivery.

Success measures

• Growing rates of site compliance and certification, with strong pass rates.
• Faster closure of findings and fewer repeat issues.
• Accurate site capacity forecasts and consistent network reporting.
• New Site Leads reaching required competence in time for launches.
• Improved alignment of site operating results and reduced performance variance.

Experience and skills

• At least twelve years’ experience leading distributed physical operations to documented operating standards, such as aviation ground operations, logistics networks, industrial or franchise operations or healthcare networks.
• Demonstrated experience building standards and certification systems from the beginning.
• Experience leading through country or regional managers, including indirect reporting relationships.
• Track record of developing operator training and competence pipelines at scale.
• Ability to define clear metrics, interpret operating data, identify performance variations and drive accountability.
• Strong cross-functional relationships and programme management across teams not directly reporting to the position.