Head of Operations

Network Plus; Swansea; On-site; GBP 125,000 - 150,000; Full time

Job summary

A leading utility services provider in Swansea is looking for a Head of Operations to lead the Dŵr Cymru Welsh Water contract. This role includes managing operations, ensuring compliance with safety requirements, and driving performance improvements. The ideal candidate has extensive leadership experience in utility operations, particularly with water, and possesses strong commercial acumen and excellent communication skills. A competitive salary and benefits package is offered.

Benefits

Competitive salary

Full benefits package

Qualifications

• Proven senior leadership experience in utility operations, preferably clean water.
• Experience managing large operational teams and subcontractor performance.
• Track record of achieving P&L targets and building customer relationships.

Responsibilities

• Lead all operational delivery areas within the Dŵr Cymru Welsh Water contract.
• Ensure compliance with health, safety, welfare, and environmental regulations.
• Motivate and develop Operations Managers and teams, driving continuous improvement.

Skills

Leadership

Commercial acumen

Client-facing skills

Subcontractor management

Communication skills

Education

Health & Safety qualification (e.g. SMSTS, NEBOSH, IOSH)

Relevant qualifications and authorisations

Tools

IT systems (Microsoft Word and Excel)

Job description

Description

As Head of Operations, you will take overall responsibility for the operational delivery of the Dŵr Cymru Welsh Water contract. You will lead all operational areas, including direct delivery and reinstatement activities, through the line management of Operations Managers and Reinstatement Operations Managers. You will oversee subcontractor performance, ensure operational programmes are delivered safely and efficiently, and drive continuous improvement across all delivery areas. A crucial part of your role will be to own the operational safety of our delivery teams and ensure full compliance with all health, safety, welfare, and environmental requirements. You will work closely with the client to support the achievement of Outcome Delivery Incentives (ODIs), maintain the contract's committed SLAs, deliver consistently high levels of customer satisfaction, and ensure the contract achieves its P&L targets. You will also liaise closely with planning, customer, Streetworks, commercial, and safety advisors to ensure seamless programme delivery and effective client engagement.

Key Responsibilities

• Provide overall leadership of all operational delivery areas within the Welsh Water contract.
• Line manage and develop Operations Managers and Reinstatement Operations Managers, ensuring clarity of roles, accountability and performance.
• Own the operational safety of all delivery teams, ensuring that risk is well managed and that safe systems of work are embedded in all activities.
• Oversee and manage subcontractor performance, ensuring safe, efficient, and cost-effective delivery.
• Ensure all work is carried out in full compliance with health, safety, welfare and environmental regulations.
• Liaise effectively with the Support Services Manager to ensure planning, customer, streetworks, commercial, and safety advisors are linked into and integrated seamlessly with delivery.
• Maintain compliance with Welsh Water technical standards and specifications and Network Plus quality systems.
• Work collaboratively with the client to deliver operational programmes that support achievement of ODI targets and committed SLAs.
• Ensure adequate levels of labour, materials, plant and subcontractor resources are maintained to meet client requirements.
• Monitor customer service standards, addressing any issues proactively and embedding a right-first-time approach.
• Engage directly with customers where required to resolve complex or escalated issues, ensuring that Welsh language preferences are respected.
• Take accountability for achieving contract P&L targets, including monitoring costs, productivity, and value recovery.
• Provide strong commercial awareness, supporting the commercial team in effective cost capture, billing, and reporting.
• Motivate, coach and develop teams, ensuring training needs are identified and delivered.
• Share best practice across operational areas, driving efficiency, performance and continuous improvement.
• Deputise for the Contract Director and input to NPS executive meetings / reports as required.

Experience and Qualifications

• Proven senior leadership experience in utility operations (clean water preferred).
• Experience of managing large operational teams, including line management of managers.
• Strong experience in subcontractor management.
• Commercial acumen and a track record of delivering against P&L targets.
• Strong client‑facing and collaborative working skills, with a track record of building positive relationships.
• Relevant qualifications and authorisations.
• Supervisor Street Works Qualification (NRSWA).
• Deep excavation knowledge and experience.
• Health & Safety qualification (e.g. SMSTS, NEBOSH, IOSH) - desirable.
• Excellent communication, leadership and people management skills.
• Awareness of and commitment to Welsh language and cultural requirements in service delivery.
• Proficiency in IT systems including Microsoft Word and Excel.
• Full UK Driving Licence.

Salary and Benefits

We offer a competitive salary based on experience along with a full benefits package.

Equal Opportunity and Diversity

Network Plus is proud to be an Equal Opportunity Employer. We celebrate diversity and do not discriminate based on race, religion, colour, nationality, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

We are Armed Forces‑friendly. We welcome applications from ex‑Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.

Privacy

We understand that privacy and the security of your personal information is extremely important. By applying for this role, you agree to the terms of our privacy policy.

About Network Plus

Network Plus is an award‑winning business delivering essential utility and infrastructure services for the UK's major providers of gas, power, telecoms, transport, water, and wastewater.

We value the variety of experience, perspective, and other points of difference our workforce, clients, and supply chain offer.

We are actively working with colleagues across the Network Plus Group to develop an inclusive environment - we want all our employees to feel valued and included to enable everyone to thrive at work and understand the value of their contribution matters no matter their background, identity, or circumstances.