Delivery Manager - Customer & Operations Support

Delivery Manager - Customer & Operations Support

Department: Regulated Power

Employment Type: Permanent - Full Time

Location: Shinfield

Reporting To: James Sibley

Description

Shinfield, London Permanent Full-Time Office based 5 days per week. Remuneration for this role is benchmarked competitively within our sector.

The Opportunity

Are you an experienced operational leader with a passion for customer service, team development, and operational excellence? We are seeking a Delivery Manager - Customer & Operations Support to lead key support functions across a major utility framework, ensuring the successful delivery of customer connections projects through effective planning, compliance, customer care, operational support, and facilities management.

What You'll Do

• Lead and develop teams across Planning, Street Works, Operational Support, Facilities Management, and Customer Care.
• Drive performance against contractual KPIs, SLAs, customer satisfaction measures, and business objectives.
• Oversee planning and scheduling activities, ensuring works are programmed and delivered within agreed timescales.
• Ensure compliance with NRSWA, permit schemes, local authority requirements, and client governance standards.
• Manage customer service performance, complaint resolution, and continuous improvement initiatives across the customer journey.
• Oversee facilities, depots, offices, fleet support, welfare facilities, and associated infrastructure.
• Produce performance reports, management information, and operational dashboards to support decision-making.
• Support financial performance through effective budget management, productivity improvements, and cost saving initiatives.

What You'll Bring Essential

• Proven experience in a senior operational, delivery, or service management role.
• Experience managing multiple support functions within utilities, infrastructure, construction, engineering, or other regulated environments.
• Strong understanding of planning, scheduling, customer service, administration, and operational support processes.
• Experience leading large teams and managing multiple direct reports.
• Strong leadership, coaching, and people management skills.
• Excellent stakeholder management and communication abilities.
• Experience managing performance through KPIs, SLAs, and contractual measures.
• Strong organisational, analytical, and problem solving capabilities.
• Budget management and financial performance experience.
• Full UK Driving Licence.

Desirable

• Experience working within electricity distribution or utility frameworks.
• Knowledge of SSEN processes, systems, and contractual requirements.
• Understanding of NRSWA and Street Works legislation.
• Experience operating within regulated utility environments.
• PRINCE2, APM, or equivalent project management qualification.
• IOSH Managing Safely or equivalent health and safety qualification.
• Experience managing client relationships within framework or contract environments.
• Knowledge of ISO management systems and audit processes.

What We Offer

At OCU, we believe that meaningful work should come with meaningful support. That's the principle behind Careers with Purpose, our commitment to ensuring every person at OCU feels supported, developed, and valued, not just in their role today, but throughout their career with us.

Alongside the opportunity to work on some of the UK's most significant infrastructure projects, we offer a benefits package that we are continuing to develop as we grow, and the kind of career acceleration that only comes from being inside a business moving at this pace.

As a rapidly growing organisation, there are genuine opportunities to progress, broaden your experience, and build a long term career within OCU Group.