Non Household Operability Manager

Help shape the future of smart metering at Thames Water

At Thames Water, we're delivering one of the UK's largest and most ambitious smart metering programmes. We're looking for an experienced Non Household Operability Manager to play a pivotal role in improving smart meter performance, data quality and market outcomes across our non-household customer base.

Working within our Smart Metering Operations Centre (SMOC), you'll lead the Non-Household Field Investigation workstream, ensuring smart meter issues are identified, investigated and resolved efficiently. You'll combine operational leadership, data-driven decision-making and strategic thinking to maximise meter operability, improve market performance and enhance the experience of retailers and customers.

This is an exciting opportunity to work at the heart of the non-household market, collaborating with retailers, industry stakeholders and delivery partners while influencing how Thames Water's smart metering operation evolves for the future.

What you'll be doing as the Non-Household Operability Manager, you'll take ownership of the end-to-end management of field investigations for non-performing smart meter assets, from identifying issues through to resolution and market updates.

• - Leading the NHH Field Investigation workstream, ensuring activity is prioritised and delivered effectively.
• - Using data and insight from platforms such as CMOS and MDMS to identify opportunities and target the highest-value investigations.
• - Working closely with Wholesale Market Services, retailers and metering teams to agree priorities and communicate outcomes.
• - Managing delivery partners and suppliers to ensure investigations are completed safely, efficiently and to a high standard.
• - Driving continuous improvement initiatives that enhance read performance, data quality and first-time-fix rates.
• - Conducting root cause analysis on meter failures, data quality issues and non-operability, implementing corrective and preventative actions.
• - Supporting major incidents affecting smart meter performance, consumption data and market settlement.
• - Owning performance reporting, ensuring KPI, SPI and market measures are tracked, understood and achieved.
• - Forecasting future workload and resource requirements while supporting budget planning activities.
• - Designing and refining processes to respond effectively to asset alarms, exceptions and performance issues.
• - Supporting supplier warranty and returns processes while identifying wider asset trends and improvement opportunities.
• - Acting as a key operational contact for Wholesale Market Services, providing expert support and maintaining strong working relationships.

• - Continuously looks for smarter, simpler and more effective ways of working.
• - Thinks strategically while remaining focused on delivering practical outcomes.
• - Takes ownership of issues and follows them through to resolution.
• - Builds strong relationships and collaborates effectively across teams and external partners.
• - Remains calm and resilient under pressure, particularly during incidents or peak operational periods.
• - Demonstrates integrity, determination and a commitment to delivering improvements.
• - Can confidently influence and engage stakeholders at all levels.
• - Has a strong customer and retailer focus, understanding the impact of decisions on service and market performance.

• - Experience working within smart metering, utilities, water retail or a similar operational environment.
• - Strong understanding of non-household smart metering processes and how data flows through networks, MDMS and CMOS.
• - Experience of operational planning, performance management and…