Thames Water are seeking a Senior Delivery Manager to play a key role in our strategic initiative to reduce customer complaints and enhance our service delivery. Working closely with the Head of Complaints Transformation, you will be instrumental in creating and executing a detailed plan to meet our complaints reduction targets for 2026 and 2027.
What you will be doing as the Senior Delivery Manager
You’ll drive the assurance and performance management of all transformation programs impacting our Customer Service organization. By developing a best-practice governance framework and utilizing data-driven insights, you’ll ensure alignment with our strategic goals and proactively address any emerging risks by providing executive-level recommendations. You’ll also champion a culture of continuous improvement, leveraging lean methodologies to support long-term positive change.
Duties to include but not limited to:
Governance, Risk & Programme Reporting:
- Support the Head of Complaints Transformation with maintaining the integrated transformation plan across Customer Service, identifying, and managing risks, and setting governance standards
- Communicate status of transformation and turnaround activities with business stakeholders
- Collaborate with various teams to ensure alignment and adherence to processes
- Maintain integrated program plans, RAID logs, and dependency tracking
- Promote process alignment and efficiency
- Facilitate related meetings and benefit tracking
Assurance:
- Tracks performance against key metrics, aggregates risks and issues and facilitates resolution.
- Ensures programme and projects assurance reviews (PIRs) are completed and identifies action plans for improving performance.
- Supports on establishing and reporting on risk management for Retail Digital Programmes
- Constantly reassesses the ‘value for money’ solution
- Ensures an acceptable solution is being developed
- Makes sure the project remains viable for Thames Water
- The scope of the programme / project is not creeping upwards un-noticed
- Any legislative, regulatory or contractual constraints are being observed
- Adheres to quality assurance standards
- Continuous assurance throughout the life of the programme; point reviews or periodic reviews; focused reviews that concentrate on a particular aspect of a programme
Continuous Improvement / Operational Excellence:
- Supports on building a coaching network within the CS organisation
- Share best practices to improve team efficiency.
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Base Location: Hybrid - Walnut Court - SN2 8BN
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Hours: Monday to Friday 36 hours per week
What’s in it for you?
- Competitive salary between £65,000 and £70,000 depending on skills and experience per annum
- 26 days holiday per year increasing to 30 with the length of service. (Plus bank holidays)
- Generous contributory pension
- Personal Medical Assessments – Open to all once a year
- Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing
Who are we?
At Thames Water, our purpose is crystal clear - to deliver life’s essential service so our customers, communities and planet can thrive.
Water is life’s great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we’re committed to taking care of it for us all.
But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We must keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part?
Working at Thames Water
At Thames Water, we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business.
We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, backgrounds, and differences that each individual brings.
Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process.
Find out more about working at Thames Water.
When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business, meet colleagues and earn some extra money along the way.
Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date. We encourage you to apply as soon as possible to avoid disappointment.