Senior Service Delivery Manager in England

This is an exciting time to join Thames Water who are seeking a Delivery Manager within Complaints Transformation. You will work with the organisation to identify and define opportunities for improvement and deliver change successfully to people, processes, and technology. You’ll be working closely with an agile product team to ensure that technical solutions meet the business needs and that thorough testing takes place, mitigating any adverse impact on our customers or business performance.

What you will be doing as the Senior Delivery Manager:

• Hands on, end to end ownership and delivery of initiatives including development of initiative through business analysis
• Business case creation
• Structured approach to delivery including collaboration with SMEs and strong planning skills
• Customer journey management
• Stakeholder engagement

You will also be responsible for ensuring that you prioritise your activities across change initiatives by aligning stakeholders’ expectations and agreeing clear priorities. Co-creation of initiative pipeline, development of prioritisation, ensuring benefits, resource and phasing are aligned to optimise delivery, adept at influencing stakeholders and managing relationships effectively. Build strong relationships and convey clearly and consistently with stakeholders, to gain buy-in for initiatives, provide the Delivery Team with problem statements and work with the team to create the most suitable solution to the problem and that the end product meets the business needs.

What you will bring to the role:

• Stakeholder Management, taking a customer-centred approach, working closely with business areas on the business issue, guiding and positively challenging preconceptions
• Energetic throughout the entire project life cycle from Solutioning (Definition & Design) through to project closure
• Ability to elicit requirements using interviews, analysis, requirements sessions, use cases, scenarios, tasks, and workflow analysis
• Experience of continuous improvement delivery and experience in delivering in cross-functional teams
• Ability to rapidly understand the business needs and environments, future trends, opportunities, and constraints in any business domain
• Presentation skills: able to present complex analysis in a simple way that allows strategic decisions to be made

Base Location: Hybrid - Reading or Swindon

Hours: Monday to Friday 36 hours per week

What’s in it for you?

• Competitive salary between £65,000 and £75,000, 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
• Performance-related pay plan directly linked to company performance measures and targets
• 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

Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits. If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, we’re here to help and support.

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 and meet colleagues.

Due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.