Transformation Manager

We’re looking for a number of Transformation Managers to support our Strategic Operations & Transformation (SO&T) team in delivering meaningful, people‑led change across our Customer function. Our remit spans a wide and complex range of activity, from reshaping the operating model to overseeing the strategic insourcing and outsourcing of critical workstreams. We act as the central intelligence of the organisation, connecting the moving parts, guiding decision‑making, and ensuring that the transformation is delivered in a coherent, coordinated, and future‑focused way.

If you want to be at the heart of operational transformation, not delivering IT systems, but enabling behaviour change, operational uplift and real‑world improvements, this is the role for you. You’ll help us drive forward our AMP7 ambitions by shaping how our customers, colleagues and communities experience Thames Water every day.

What you’ll be doing as a Transformation Manager

As a Transformation Manager, you will play a critical role by identifying opportunities, shaping solutions and ensuring people and operations are ready for change. You’ll work across customer‑facing teams to deliver improvements that enable our purpose: “to deliver life’s essential service, so our customers, communities and the environment can thrive.” You will be supporting the organisation as it shifts from traditional, reactive models to proactive, intelligent and sustainable systems, essential for securing a resilient future. Your work will contribute directly to building this future‑ready approach.

Responsibilities

• Playing a central role within SO&T, coordinating complex transformation activity and helping ensure major change programmes are aligned, coherent, and future‑focused.
• Leading people‑centric transformation activity across Customer Operations, not IT change.
• Analysing and leveraging data to spot opportunities to improve service, simplify processes and optimise operational performance.
• Creating implementable recommendations and working with cross‑functional teams to land change successfully.
• Ensuring teams are prepared, supported and able to adopt new ways of working.
• Managing risks, issues and dependencies across multiple initiatives.
• Producing high‑quality project documentation and coaching others in effective change practice.
• Designing and delivering communications and engagement that support a smooth transformation journey.

This is a people‑driven, operational transformation role, ideal for someone who thrives in ambiguous environments and enjoys collaborating with operational teams to deliver meaningful improvements.

What you should bring to the role

We’re looking for someone who brings energy, pragmatism and a strong delivery mindset. You’ll thrive in a complex, fast‑moving environment where no two days are the same, and where your ability to simplify, influence and support teams determines the pace and success of change.

You’ll need:

• Self‑motivation, drive and pragmatism, with demonstrable delivery success in a large, capital‑intensive environment (Utilities or Manufacturing desirable).
• Strong analytical and problem‑solving skills with the ability to turn insight into practical action.
• Excellent communication skills and a strong customer ethic.
• Experience influencing and coaching stakeholders through change across varying levels of the business.
• Outstanding attention to detail and organisational skills.
• A proactive, ideas‑led approach, always looking for opportunities to simplify or improve.
• Resilience, flexibility and tenacity, especially when navigating complex change.

Desirable: Degree‑level qualification in a Business or Professional discipline (e.g., HR, Engineering), alongside change/project/programme management credentials.

Please submit both a CV and a covering letter outlining your experience delivering people‑focused transformation, using data to identify opportunities, supporting and influencing stakeholders, and demonstrating resilience and pragmatism in complex, capital‑intensive environments such as Utilities or Manufacturing. This role is not IT transformation. We are looking for people who excel in people‑centred operational transformation.

What’s in it for you?

You’ll join a team where your ideas genuinely shape the direction of transformation, and where you can see the impact of your work through operational, customer and organisational improvements.

• Competitive salary from £52,000 to £70,000 per annum, dependent on experience.
• Performance-related pay plan directly linked to company performance measures and targets.
• Annual Leave- 26 days holiday per year increasing to 30 with the length of service (plus bank holidays).
• Generous Pension Scheme through AON.
• Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

Who are we? We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive.

Learn more about our purpose and values.

Working at Thames Water

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.

Real purpose, real support, real opportunities. Come and join the Thames Water family.

Why choose us?

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.

Disclaimer: 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.