SMB Operations Support Manager

The RoleAs an Operations Manager for our Operational Support team, you will lead the design and delivery of large-scale programmes across the SMB Hub — from structured engagement frameworks to communications and change initiatives — that keep the Hub's commercial priorities moving and measurable.

As an Ops Support Manager, you will work closely with Sales, New Partner Experience (NMX), Account Management and Partner Support leads to ensure the right initiatives land at the right time, applying a recognised delivery methodology to keep programmes on track.

Based in Manchester and reporting to the Head of Operational Support, SMB Hub, this is an ideal role for an individual with strong project and time management.

Habilidades

who can manage multiple concurrent programmes end-to-end, while also designing long-term frameworks that drive lasting change across a large, fast-moving operation.The TeamThe SMB Hub brings together our commercial teams — Sales, New Partner Experience (NPX), Account Management and Partner Support — responsible for Deliveroo's relationships with thousands of independent restaurant and retail partners across Europe, supported through our in-house contact centre in Manchester and third-party providers.The Operational Support team is the glue that holds the Hub together

Within the team, we own workforce management (WFM), commercial excellence, tooling and automation — and this role is central to delivering change, ensuring effective communication throughout the Hub, and driving commercial excellence for our partners and the Hub as a whole.

Core ResponsibilitiesProgramme & Change ManagementLead end-to-end delivery of large-scale SMB initiatives — from scoping and governance through to sign-off, communications and reporting — so senior teams can track commercial impact.

Apply a consistent, recognised methodology (PRINCE2 or Six Sigma) to give initiatives clear milestones, risk management and quality control.

Design and embed a structured engagement framewor.