Strategic Delivery Lead

2 weeks ago


Swindon, Swindon, United Kingdom Thames Water Full time
About the Role

Thames Water is seeking a highly skilled Senior Delivery Manager to play a key role in our strategic initiative to reduce customer complaints and enhance our service delivery.

Working closely with the Head of Complaints Transformation, you will be instrumental in creating and executing a detailed plan to meet our complaints reduction targets for 2026 and 2027.

Key Responsibilities
  • Governance, Risk & Programme Reporting:
    • Support the Head of Complaints Transformation with maintaining the integrated transformation plan across Customer Service, identifying and managing risks, and setting governance standards.
    • Communicate status of transformation and turnaround activities with business stakeholders.
    • Collaborate with various teams to ensure alignment and adherence to processes.
    • Maintain integrated program plans, RAID logs, and dependency tracking.
    • Promote process alignment and efficiency.
    • Facilitate related meetings and benefit tracking.
  • Assurance:
    • Tracks performance against key metrics, aggregates risks and issues, and facilitates resolution.
    • Ensures programme and projects assurance reviews (PIRs) are completed and identifies action plans for improving performance.
    • Supports on establishing and reporting on risk management for Retail Digital Programmes.
    • Constantly reassesses the ‘value for money’ solution.
    • Ensures an acceptable solution is being developed.
    • Makes sure the project remains viable for Thames Water.
    • The scope of the programme/project is not creeping upwards unnoticed.
    • Any legislative, regulatory, or contractual constraints are being observed.
    • Adheres to quality assurance standards.
    • Continuous assurance throughout the life of the programme; point reviews or periodic reviews; focused reviews that concentrate on a particular aspect of a programme.
  • Continuous Improvement / Operational Excellence:
    • Supports on building a coaching network within the CS organisation.
    • Shares best practices to improve team efficiency.
What We Offer
  • Competitive salary between £65,000 and £70,000 depending on skills and experience per annum.
  • 26 days holiday per year increasing to 30 with the length of service. (Plus bank holidays)
  • Generous contributory pension.
  • 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.


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