Delivery Manager - Customer & Operations Support in Shinfield

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.