About the role
A unique opportunity to be involved in a once in a generation industry leading programme designed to completely transform the way in which customers use water and to drive a smart network data led approach to how we operate and invest in our water network that will deliver a reduction in leakage.
Leading our Smart Meter Operations Centre, you will be at the heart of one of the largest Smart Water Metering programmes in the world and be pivotal to contributing to our connected asset and connected customer ambitions. The Smart Metering Operations Centre ensures the smooth commissioning and operation of over 500,000 smart meters and 26,000 acoustic loggers which collect tens of millions of reads per day and critical network performance data. This will double over the next 5 years as our deployment programme continues at pace.
As Smart Metering Operations Centre Manager you will be accountable for ensuring the current service can scale to the increased volume of smart meters and associated data flow, support new service introductions, deliver added value to the business and continuously improve to become the model that other operators of smart meters aspire to match. You will implement a robust service management framework to ensure that all the existing processes and operating level agreements are appropriate and enforced to effectively manage the service for our stakeholders and ensure end to end data security.
This role requires a passion for data and excellent service management skills with a high level of understanding of Smart Metering and connected asset processes. You will oversee the service delivery of the Smart Meter Operations Centre and will work closely with the operational teams to ensure the Smart Meter Operations Centre performs within key SLAs and other Data Teams to drive added value from the data sets under management. Team management is also key, where experience in running an operational team of up to 15 people form of a wide variety of technical and service roles.
Key areas of accountability will include:
- Ensure that SLAs are met, with a focus on continuously improving existing processes including making sure recurring issues are proactively identified and resolved
- Control of a multi-million-pound financial budget to enable you to manage the operations and service suppliers
- Management of the raising, tracking resolving incident and problems that impact metering processes
- Managing, leading and developing high performing team outputs to manage multiple assets
- Ensure performance and contractual commitments of key metering suppliers meets SLAS
- Handling stakeholder requests and managing metering and data expectations to downstream services
- Ensure the end to end security of data and compliance with The General Data Protection Regulations
- Team Management and Development
- Service Management
- Supplier Performance and Contract Management
- ITIL Service Management
- Commercial Acumen
- Big Data Experience
- Smart Metering Experience (or other remote devices)
- Process Mapping, development and implementation
- Request Fulfilment
- General Data Protection Regulations
What’s in it for you?
This is a great opportunity for someone who is passionate about data and service delivery. This is busy and varied where no day is the same, you will have to adapt to new scope and services being introduced, this could be in form of new operation data services, field management triaging and importantly new devices other than smart meters.
Our competitive salary and package include a competitive bonus, car allowance, private healthcare, an excellent contributory pension, 26 days holiday. There is also a wider benefits scheme which includes an annual pay review, season ticket loans and loyalty awards for continuous service plus discounts at a wide range of retailers via Benefits on Taps. We also have a referral scheme, where you can receive £750 for helping someone get a permanent position within the company.
We’re proud to be here for our local community, offering everyone two days paid volunteer leave a year, as well as proudly supporting a lot of local events and charities.
Click here to find out more about working at Thames Water
About us:
Thames Water is the UK’s largest water and wastewater company. We make a daily difference to millions of customers by supplying 2.7 billion litres of world-class water to around 10 million homes.
As our world changes, the need to take care of our most precious resource is greater than ever, both locally and globally. That’s why, at Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open. We’re passionate about providing world-class tap water, now and for the future.
We’re also turning waste into power, self-generating 20% of the energy we use and, in turn, doing our bit for the planet. We’re reducing plastic waste by celebrating our tap water and rolling out an ambitious water fountain project. We’re using our voice to lobby for change and partnering with WaterAid to provide clean water to the world’s poorest communities.
Together, we’re building a better future for our customers, our region and our planet.
Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader, welcoming individuals from all walks of life and leading the way with award-winning mental health and well-being strategy.