Delivery Manager - Customer & Operations Support

OCU; Shinfield; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Opportunity for career progression

Developed benefits package

Job summary

OCU is seeking a Delivery Manager – Customer & Operations Support to lead key support functions in Shinfield. This role involves ensuring successful delivery of customer connections projects through effective planning, compliance, and operational support.

The ideal candidate will have proven experience in operational management and excellent team leadership abilities. The position offers a permanent, full-time opportunity with competitive remuneration.

Qualifications

• Proven experience in a senior operational, delivery, or service management role.
• Experience managing multiple support functions within utilities, infrastructure, construction, or engineering.
• Strong leadership, coaching, and people management skills.

Responsibilities

• Lead and develop teams across Planning, Street Works, Operational Support, and Customer Care.
• Drive performance against KPIs, SLAs, and customer satisfaction measures.
• Manage customer service performance and complaint resolution.

Skills

Leadership

Customer Service

Operational Excellence

Budget Management

Problem Solving

Tools

Project Management tools

Job description

Shinfield, London | Permanent | Full-Time | Office based 5 days per week

Department: Regulated Power

Location: Shinfield

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 [e-mail].