Service Delivery Operations Manager

1 month ago

Reading, United Kingdom idibu Full time
Thames Water is undergoing significant business transformation and as part of that we are looking for people across all areas of the organisation to work in an exciting, ever-changing, and highly rewarding environment.

The Service Delivery Operations Manager has a critical role in ensuring we deliver services to maintain accurate property and meter records for accurately billing and collecting £0.5bn in revenues from our Non--household customers. As the Service Delivery Operations Manager, you’ll direct priorities for a team of 100+ front-line staff based on and offshore, fostering an environment of accountability and excellence by setting clear performance expectations. You’ll be responsible for driving performance improvements across a wide range of services, ensuring we deliver exceptional
service to our customers and prioritising changes that have real impact.

What you’ll be doing as a Service Delivery Operations Manager

Effective Onshore and Offshore Team Coordination:
  • Implement robust communication channels to ensure seamless collaboration between onshore and offshore teams.
  • Schedule regular cross-team meetings to align objectives and resolve any challenges.
  • Respect cultural differences and promote inclusivity to build a cohesive team.
  • Establish clear service level agreements (SLAs) to define expected time, quality, and price standards.
  • Develop strong relationships with suppliers to foster collaboration resolve issues promptly and hold them to account for performance.
  • Implement corrective actions and improvement plans when performance standards are not met.

Control and Delivery of Service Performance and Quality:
  • Develop and monitor key performance indicators (KPIs) to monitor service delivery across meter, property, and tariff service lines that remain consistent with the prevailing market and regulatory drivers and incentives.
  • Implement quality assurance processes to ensure high standards of service.
  • Use data analytics to identify trends and areas for improvement.
  • Encourage feedback from customers to continuously refine service offerings.

Delivery of Improvement Programmes:
  • Identify areas for operational improvement and develop a roadmap for implementation.
  • Involve cross-functional teams to gather input and ensure comprehensive solutions.
  • Focus on enhancing customer experience by addressing pain points and improving service delivery.

Managing Operational Impact of Externally Driven Changes:
  • Stay informed about external changes that may impact operations, such as regulatory updates or market shifts.
  • Assess the potential impact on the business and develop contingency plans.
  • Communicate changes to the team and stakeholders, ensuring everyone is prepared.
  • Adapt processes and systems to accommodate changes and maintain continuity.

Workload and Cost Forecasting and Budgeting:
  • Be held to account for the accuracy of workload forecasts and budget requirements.
  • Support the development of a detailed budget that aligns with business objectives and operational needs.
  • Monitor actual performance against the budget and adjust as necessary.
  • Implement cost-saving initiatives without compromising service quality.

What you should bring to the role
  • Proven track record of delivering demanding operational performance and quality targets within complex operational environments.
  • Experience in managing Contractor framework relationships ideally in an offshore environment
  • Extensive experience in creating and leading high-performing operational teams, both in-person and remotely (including offshore teams).
  • Skilled in managing performance delivery of third-party suppliers, with a strong ability to hold them accountable for their performance.
  • Capable of initiating and leading change initiatives that improve performance and customer experience measures.
  • Demonstrate an inclusive, motivational leadership style with strong interpersonal skills.
  • Ability to work on instinct and take an innovative and proactive approach to problem-solving.
  • Tenacious and resilient personality, thrives in challenging and reactive environments.

What’s in it for you?
  • Offering a basic salary of up to £70,000 per annum.
  • Annual Leave - 26 days holiday per year increasing to 30 with the length of service. (Plus bank holidays)
  • Car Allowance of £5,800 per annum.
  • Annual Bonus.
  • Private Medical Health Care.
  • Contributory pension – Defined Contribution - Maximum of 12% -2x employee contribution.
  • Personal Medical Assessments – Open to all once a year.
  • Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.

Who are we?

At Thames Water, our purpose is crystal clear - to deliver life’s essential service so our customers, communities and planet can thrive. Water is life’s great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we’re committed to taking care of it for us all. But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We need to keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part?

Working at Thames Water

At Thames Water, we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business.

We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, backgrounds, and differences that each individual brings.

Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process.

Find out more about working at Thames Water.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business, meet colleagues and earn some extra money along the way.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.

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