Metering Service Delivery Manager

• Lead day-to-day Metering services and deliver operational, regulatory and commercial objectives
• Act as deputy to the Head of Metering when required
• Support departmental strategy, performance and change initiatives
• Lead, coach and develop Team Leaders and wider teams
• Manage resource planning, performance, risk and capability across the Metering function
• Lead management and governance of metering and meter-reading contracts across England and Scotland, including the Read Data Management system
• Act as principal relationship manager and escalation point for third-party contractors
• Ensure contractor delivery against contractual obligations, performance standards and service level agreements
• Ensure compliance with regulatory, market, contractual, quality and health and safety requirements
• Build relationships with internal stakeholders and external suppliers
• Produce and present operational performance reporting, insights and recommendations to the Head of Metering and senior stakeholders
• Champion change, continuous improvement and innovation to improve customer outcomes, operational efficiency and business performance

• Significant stakeholder management skills, with ability to influence and collaborate at all levels
• Understanding of operational performance management and service delivery
• Experience identifying, creating and managing KPIs, SLAs and performance improvement plans
• Proven experience developing people leaders and high-performing teams
• Experience managing supplier, contractor or outsourced service relationships
• Understanding of non-household water regulatory, compliance and governance requirements
• Ability to analyse operational data and translate insights into action plans, business controls and metrics
• Understanding of customer journeys and end-to-end operational processes
• Excellent communication skills and confidence presenting performance information to senior stakeholders
• Proven ability to create and improve workflows and processes, including new process and data flows
• Proactive, solutions-focused approach with strong accountability and ownership
• CV and covering letter required
• Ability to work 37 hours per week

Demonstrates expertise in stakeholder management, operational performance management, and regulatory compliance within the metering services sector. Proven ability to lead teams, manage supplier relationships, and drive continuous improvement initiatives to enhance operational efficiency and customer outcomes.

• Stakeholder Management
• Operational Performance Management
• KPI and SLA Management
• Team Leadership and Development
• Regulatory Compliance

• Operational Performance Management
• KPI Management
• SLA Management
• Performance Improvement Plans
• Workflow Improvement
• Data Analysis
• Process Development

• Communication Skills
• Influencing Skills
• Proactive Problem Solving
• Collaboration

• Metering Services
• Regulatory Compliance
• Contract Management
• Health and Safety Requirements
• Customer Journeys

• Read Data Management System