At a Glance
- Tasks: Manage operational performance and drive improvements in the smart energy sector.
- Company: Join Alt HAN Co, a leader in smart energy initiatives.
- Benefits: Collaborative environment, career growth, and a chance to impact climate change.
- Other info: Equal opportunities employer committed to diversity and inclusion.
- Why this job: Be part of a team tackling the green energy challenge and shaping the future.
- Qualifications: Experience in operational management and strong analytical skills required.
The predicted salary is between 50000 - 60000 £ per year.
The Operational Performance Manager is responsible for the active management and intervention of operational performance across the national Crowded Meter Room (CMR) Programme. This role acts as the hands-on operational control function, ensuring Meter Equipment Managers (MEMs), internal teams, and delivery partners achieve contractual KPIs, SLAs, quality standards, and recovery targets. The role is accountable for intervening in delivery, resolving issues, driving recovery, and improving operational efficiency, ensuring programme targets are consistently achieved. In addition, the role will act as the change owner for system and process improvements, translating operational and user needs into improvements that enhance delivery performance, throughput, and user experience.
Operational Performance Management
- Lead and actively manage daily operational performance across the end-to-end delivery pipeline (Engagement through to SoC).
- Intervene directly in underperforming areas to unblock delivery and maintain throughput.
- Identify bottlenecks, ageing cases, delivery risks, and performance constraints.
- Drive and enforce corrective actions and recovery plans.
- Define and apply clear intervention triggers (e.g. SLA breach, backlog thresholds, ageing cases).
- Drive continuous improvement across all operational activities.
Risk & Issue Management
- Proactively identify, assess, and manage operational risks and delivery issues across the pipeline.
- Own and maintain risk and issue logs with clear ownership, impact, and mitigation actions.
- Lead resolution of complex and escalated issues, ensuring timely intervention.
- Implement and enforce structured escalation routes across MEMs and internal teams.
- Identify systemic risks (capacity, quality, scheduling) and drive preventative actions.
- Provide clear risk and issue reporting into governance forums.
Supplier & Contractor Performance
- Manage and actively challenge the performance of MEMs and delivery partners.
- Hold suppliers directly accountable for achieving contractual KPIs and SLAs.
- Apply performance challenge and escalation where targets are not met.
- Validate and challenge forecasts, delivery assumptions, and recovery plans.
- Lead and own escalation through to resolution.
- Conduct performance deep-dives to identify root causes and implement sustainable fixes.
Backlog & Recovery Management
- Lead recovery of stalled, ageing, or incomplete cases.
- Own and drive intervention plans in high-risk or underperforming areas.
- Deliver backlog reduction strategies across survey, design, and resolution stages.
- Track recovery actions through to closure with clear ownership.
- Ensure delivery aligns to agreed “Path to Green” recovery plans.
Performance Insight & Reporting
- Work with BI and Data teams to interpret operational performance data.
- Use tools such as Power BI and Frontier to inform decision-making.
- Analyse trends, conversion rates, forecast accuracy, SLA performance, and risks.
- Maintain full visibility of KPI/SLA performance and recovery trajectories.
- Produce clear, action-focused reporting for senior leadership and governance forums.
- Ensure decisions are driven by robust data and result in measurable outcomes.
Programme Coordination
- Coordinate operational activity across Design, Commercial, QA, Engagement, and Service Delivery teams.
- Ensure alignment between internal teams and external suppliers.
- Lead cross-functional collaboration to resolve delivery challenges.
- Support programme mobilisation and continuous improvement initiatives.
Change Ownership & Continuous Improvement
- Act as the change owner for system and process improvements.
- Identify, prioritise, and deliver system-related and operational change initiatives.
- Translate operational challenges and user requirements into clear change requirements.
- Work with Product, Technology, and Data teams to implement improvements.
- Lead cross-functional delivery of system and process changes.
- Track and report benefits realisation (e.g. improved throughput, SLA performance, efficiency, user experience).
Governance & Assurance
- Ensure delivery aligns with contractual, regulatory, and quality requirements.
- Own escalation and resolution of risks, issues, and non-conformances.
- Provide structured reporting across performance, risks, issues, and recovery actions.
- Contribute to SteerCo, Board, and senior leadership reporting.
Experience, Skills & Qualifications
- Essential
- Strong experience in operational performance management within utilities, infrastructure, or service delivery environments.
- Proven experience managing supplier and contractor performance.
- Strong understanding of KPI/SLA management and operational recovery delivery.
- Experience managing large-scale operational pipelines.
- Demonstrated experience owning and resolving operational risks and issues.
- Experience acting as a change owner or delivering system/process improvements.
- Strong analytical capability with experience interpreting performance data.
- Excellent stakeholder management and communication skills.
- Ability to operate in fast-paced, high-pressure environments.
- Strong organisational and prioritisation skills.
- Desirable
- Smart metering, utilities, or energy sector experience.
- NEC contract environment experience.
- Experience working in regulated environments.
- Experience using Power BI or similar reporting tools.
- Knowledge of operational assurance, CDM, or quality frameworks.
Behaviours & Competencies
- Delivery-focused and operationally driven.
- Proactive, action-oriented, and solutions-led.
- Strong ownership mindset.
- Confident and assertive communicator.
- Resilient under pressure.
- Commercially aware.
- Detail-oriented with strong execution focus.
At Alt HAN you will:
- Join an exciting technical development field in the smart energy sector and lead in the climate/green energy challenge.
- Collaborate with a skilled and reputable team.
- Play a crucial role in the department as the company prepares for rollout.
- Engage with the Senior Team in broader Alt HAN Co development.
- Be part of an organisation striving to be the preferred provider for DESNZ/Energy Suppliers in future smart energy initiatives requiring collective action.
Alt HAN Co is an equal opportunities employer and are committed to treating all job applicants equally. Alt HAN Co does not discriminate against any employee or job applicant on grounds of (including, but not limited to) their race or colour, nationality, national or ethnic origin, sex, marital status, religion, age, sexual orientation or disability.
Operational Performance Manager in London employer: Alt Han Co
Alt HAN Co is an exceptional employer, offering a dynamic work environment in the smart energy sector where innovation meets sustainability. Employees benefit from a collaborative culture that prioritises professional growth and development, alongside competitive remuneration and a commitment to diversity and inclusion. With opportunities to lead impactful projects and engage with senior leadership, this role promises a rewarding career path in a forward-thinking organisation dedicated to making a difference in the climate challenge.
StudySmarter Expert Advice🤫
We think this is how you could land Operational Performance Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their operational performance goals and think about how your skills can help them achieve those. Tailor your responses to show you're the perfect fit!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online resources to get comfortable with common questions. The more you practice, the more confident you'll feel when it’s time to shine.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the best choice for the job.
We think you need these skills to ace Operational Performance Manager in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in operational performance management. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you've driven improvements or resolved issues in previous roles. We love seeing measurable outcomes that demonstrate your impact!
Be Clear and Concise:Keep your application straightforward and to the point. Use bullet points where possible to make it easy for us to read through your qualifications and experiences quickly.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way to ensure we receive all your details and can process your application efficiently!
How to prepare for a job interview at Alt Han Co
✨Know Your Metrics
Familiarise yourself with key performance indicators (KPIs) and service level agreements (SLAs) relevant to the role. Be ready to discuss how you've managed these in previous positions, and think of specific examples where you drove improvements or resolved issues.
✨Showcase Your Problem-Solving Skills
Prepare to share instances where you've identified bottlenecks or delivery risks and how you intervened to resolve them. Highlight your analytical skills and how you've used data to inform decisions and drive operational efficiency.
✨Demonstrate Change Ownership
Be ready to talk about your experience as a change owner. Discuss any system or process improvements you've led, focusing on how you translated operational needs into actionable changes that enhanced performance.
✨Engage with Stakeholders
Since stakeholder management is crucial, prepare to discuss how you've effectively communicated and collaborated with various teams and suppliers. Think of examples where your communication skills helped resolve complex issues or align teams towards common goals.
