At a Glance
- Tasks: Lead teams in customer service and operational support for utility projects.
- Company: Join a dynamic utility company focused on customer satisfaction and team development.
- Benefits: Competitive salary, career progression, and a supportive work environment.
- Other info: Opportunities for growth and a commitment to inclusivity in hiring.
- Why this job: Make a real impact in customer operations while developing your leadership skills.
- Qualifications: Experience in operational management and strong leadership abilities required.
The predicted salary is between 50000 - 65000 £ per year.
Shinfield, London | Permanent | Full-Time | Office based 5 days per week
Department: Regulated Power
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
- 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
We offer a benefits package that is actively developed as our organisation grows. There are genuine opportunities to progress, broaden your experience, and build a long‑term career within the OCU Group. To ensure that everyone has a fair opportunity to join our team, please inform us if you require any reasonable adjustments to our recruitment and interview process, by emailing recruitment@ocugroup.com.
Delivery Manager - Customer & Operations Support in Shinfield employer: OCU
At OCU Group, we pride ourselves on being an excellent employer, offering a dynamic work environment in Shinfield, London, where operational excellence and customer service are at the forefront of our mission. Our commitment to employee growth is reflected in our comprehensive benefits package and genuine opportunities for career progression, ensuring that every team member can thrive and develop their skills within a supportive culture. Join us to be part of a dedicated team that values collaboration, innovation, and the pursuit of excellence in the utilities sector.
