Delivery Manager - Customer & Operations Support
9 days ago
Reading
Shinfield, London | Permanent | Full-Time | Office based 5 days per week Department: Regulated Power Location: Shinfield Remuneration for this role is benchmarked competitively within our sector. Are you an experienced operational leader with a passion for customer service, team development, and operational excellence? We are seeking a Delivery Manager – Customer & Operations Support to lead key support functions across a major utility framework, ensuring the successful delivery of customer connections projects through effective planning, compliance, customer care, operational support, and facilities management. • Lead and develop teams across Planning, Street Works, Operational Support, Facilities Management, and Customer Care., • Drive performance against contractual KPIs, SLAs, customer satisfaction measures, and business objectives., • Oversee planning and scheduling activities, ensuring works are programmed and delivered within agreed timescales., • Ensure compliance with NRSWA, permit schemes, local authority requirements, and client governance standards., • Manage customer service performance, complaint resolution, and continuous improvement initiatives across the customer journey., • Oversee facilities, depots, offices, fleet support, welfare facilities, and associated infrastructure., • Produce performance reports, management information, and operational dashboards to support decision‑making., • Support financial performance through effective budget management, productivity improvements, and cost‑saving initiatives., • Proven experience in a senior operational, delivery, or service management role., • Experience managing multiple support functions within utilities, infrastructure, construction, engineering, or other regulated environments., • Strong understanding of planning, scheduling, customer service, administration, and operational support processes., • Experience leading large teams and managing multiple direct reports., • Strong leadership, coaching, and people management skills., • Excellent stakeholder management and communication abilities., • Experience managing performance through KPIs, SLAs, and contractual measures., • Strong organisational, analytical, and problem‑solving capabilities., • Budget management and financial performance experience., • Full UK Driving Licence., • Experience working within electricity distribution or utility frameworks., • Knowledge of SSEN processes, systems, and contractual requirements., • Understanding of NRSWA and Street Works legislation., • Experience operating within regulated utility environments., • PRINCE2, APM, or equivalent project management qualification., • IOSH Managing Safely or equivalent health and safety qualification., • Experience managing client relationships within framework or contract environments., • Knowledge of ISO management systems and audit processes. We offer a benefits package that is actively developed as our organisation grows. There are genuine opportunities to progress, broaden your experience, and build a long‑term career within the OCU Group. To ensure that everyone has a fair opportunity to join our team, please inform us if you require any reasonable adjustments to our recruitment and interview process, by emailing . #J-18808-Ljbffr