Transformation Manager

Overview

We’re looking for a number of Transformation Managers to support our Strategic Operations & Transformation (SO&T) team in delivering meaningful, people‑led change across our Customer function. Across SO&T, we sit at the centre of the major transformational change taking place within Thames Water.

Our remit spans a wide and complex range of activity, from reshaping the operating model to overseeing the strategic in sourcing and outsourcing of critical work streams. We act as the central intelligence of the organisation, connecting the moving parts, guiding decision‑making, and ensuring that the transformation is delivered in a coherent, coordinated, and future‑focused way.

If you want to be at the heart of operational transformation, not delivering IT systems, but enabling behaviour change, operational uplift and real‑world improvements, this is the role for you. You’ll help us drive forward our AMP7 ambitions by shaping how our customers, colleagues and communities experience Thames Water every day.

What you’ll be doing as a Transformation Manager

As a Transformation Manager, you will play a critical role by identifying opportunities, shaping solutions and ensuring people and operations are ready for change. You’ll work across customer‑facing teams to deliver improvements that enable our purpose: “to deliver life’s essential service, so our customers, communities and the environment can thrive.”

You will be supporting the organisation as it shifts from traditional, reactive models to proactive, intelligent and sustainable systems, essential for securing a resilient future. As climate change, population growth and pollution increase water scarcity, the future of water depends on innovative technology, circular economy practices and nature‑based solutions. Your work will contribute directly to building this future‑ready approach.

• Playing a central role within SO&T, coordinating complex transformation activity and helping ensure major change programmes are aligned, coherent, and future‑focused.
• Leading people‑centric transformation activity across Customer Operations, not IT change.
• Analysing and leveraging data to spot opportunities to improve service, simplify processes and optimise operational performance.
• Creating implementable recommendations and working with cross‑functional teams to land change successfully.
• Ensuring teams are prepared, supported and able to adopt new ways of working.
• Managing risks, issues and dependencies across multiple initiatives.
• Producing high‑quality project documentation and coaching others in effective change practice.
• Designing and delivering communications and engagement that support a smooth transformation journey.

This is a people‑driven, operational transformation role, ideal for someone who thrives in ambiguous environments and enjoys collaborating with operational teams to deliver meaningful improvements.

Base location: Hybrid/ Reading (with home working and occasional travel)

Working pattern or hours: Full time – 36 hours a week

We’re looking for someone who brings energy, pragmatism and a strong delivery mindset. You’ll thrive in a complex, fast‑moving environment where no two days are the same, and where your ability to simplify, influence and support teams determines the pace and success of change.

You’ll need:

• Self‑motivation, drive and pragmatism
  , with demonstrable delivery success in a large, capital‑intensive environment (Utilities or Manufacturing desirable).
• Strong analytical and problem‑solving skills with the ability to turn insight into practical action.
• Excellent communication skills and a strong customer ethic
  .
• Experience influencing and coaching stakeholders through change across varying levels of the business.
• Outstanding attention to detail and organisational skills
  .
• A proactive, ideas‑led approach
  , always looking for opportunities to simplify or improve.
• Resilience, flexibility and tenacity
  , especially when navigating complex change.
• Desirable: Degree‑level qualification in a Business or Professional discipline (e.g., HR, Engineering), alongside change/project/programme management credentials

Please…