Senior Service Delivery Manager

Thames Water Utilities Limited; Swindon, Reading; Hybrid; GBP 65,000 - 75,000; Full time

Job summary

A leading water utility provider is seeking a Senior Service Delivery Manager to join its Complaints Transformation team. This role will involve identifying and implementing improvements across people, processes, and technology. Key responsibilities include managing delivery initiatives, stakeholder alignment, and ensuring that solutions meet business needs through effective collaboration. The position offers a competitive salary between £65,000 and £75,000, flexible hybrid working, and a range of employee benefits.

Benefits

26 days holiday per year

Generous contributory pension

Performance-related pay plan

Personal Medical Assessments

Wider benefits scheme

Qualifications

• Experience in cross-functional teams and project lifecycle management.
• Ability to elicit requirements through various techniques.
• Energetic attitude throughout the project life cycle from definition to closure.

Responsibilities

• Ownership & delivery of initiatives with hands-on involvement.
• Ensure alignment of stakeholder expectations across change initiatives.
• Co-create an initiative pipeline and optimize delivery.

Skills

Stakeholder Management

Business Analysis

Customer-Centered Approach

Presentation Skills

Continuous Improvement Delivery

Education

Relevant professional qualification or experience

Job description

Job title Senior Service Delivery Manager Ref 43482 Division Retail Location Hybrid - Reading (STW) - RG2 0RP, Hybrid - Walnut Court - SN2 8BN Contract type Permanent Full/Part-time Full-time Salary Offering between £65,000 and £75,000 per annum depending on skills and experience per annum Job grade C Closing date 26/01/2026

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 & define opportunities for improvement and deliver change successfully to people, processes, and technology.

You’ll be working closely with an agile product team to_dispatch_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 & delivery of initiatives inc:
• Development of initiative through business analysis
• Business case creation
• Structured approach to delivery inc. collaboration with SME’s, strong planning skills

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, developmentONDON PRIORITISATION, ensuring benefits, resource & 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 statementsেলা 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, be energetic throughout the entire project life cycle from Solutioning (Definition & Design) through to project closure, Have the ability to elicit requirements using interviews, analysis, requirements sessions, use cases, scenarios, tasks, and workflow analysis, have experience of continuous improvement delivery and experience in delivering in cross functional teams and have the 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

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. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

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\ORMT 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? Learn more.

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 homens, 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.

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.