Service Delivery Manager

Network Plus; Lincoln; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading utility service provider is seeking a Service Delivery Manager in Lincoln. You will manage the safe, efficient replacement of gas mains, ensuring compliance with safety and environmental standards. The role emphasizes operational leadership, customer satisfaction, and continuous improvement of service delivery. Candidates should have experience in managing teams and knowledge of industry regulations. A competitive salary and benefits package are offered.

Benefits

Full benefits package

Qualifications

• Experience in managing teams and operations in a safety-critical environment.
• Strong knowledge of health and safety regulations in the utilities sector.
• Proven ability to enhance customer satisfaction and performance metrics.

Responsibilities

• Manage team members to ensure work is conducted safely and efficiently.
• Maintain strong customer focus and achieve high satisfaction scores.
• Monitor and exceed business performance targets.

Skills

Operational leadership

Customer service focus

Safety and environmental legislation knowledge

Performance monitoring and improvement

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Description

As a Service Delivery Manager, you will manage the safe and efficient replacement of Gas mains within EM CMO delivery of works programmes for your business unit. You will be responsible for a working environment, which ensures the achievement of all safety and environment legislation, engineering and customer standards.

You will provide operational leadership - ensuring that the work is delivered safely, on time, within budget and to our Client's expectations. In addition to Health and Safety, customer service is critical. You will ensure that work is carried out in a manner which meets or exceeds customer expectations and adopts a 'right first time' approach.

Satisfaction of customers is measured through a new regulatory measure called C-MeX. You will work closely with the client to influence a dramatic improvement in the C-MeX measure and show leadership skills to genuinely care about the ratings customers give of Network Plus's services.

Key Responsibilities

• You will be managing the Service Delivery Supervisor's, Customer Liaison Officers and Local Delivery Partner(s) for your business unit / area to ensure that all work carried out reaches the required levels of safety and technical policies and procedures.
• Ensure that all safety and environmental policies and procedures, legislative and statutory obligations are met.
• Maintaining strong customer focus, to support and deliver market leading C-SAT (Customer Satisfaction) scores.
• Responsible for workforce operational performance to ensure that all objectives are met and that problems are anticipated and resolved.
• Ensure that all work is carried out according to NRSWA, and be responsible for effective liaison and collaboration with Highways Authorities, Local Authorities, and other Utilities etc.
• Integrate new cost-effective working methods into work activities, whilst maintaining an effective employee relations climate
• Ensure that communications are delivered effectively so that all staff understand business strategy, objectives, standards of service and business performance (e.g. team talks)
• Maintain strong customer focus, to support improved OFGEM score
• Monitor, meet and strive to exceed all business performance targets
• Promote and operate a culture of zero tolerance of accidents and self-inflicted incidents
• Continually monitor performance, utilising defined business measures and seeking continuous improvement through ways of working
• Manage their business unit to promote team working and collaboration
• Carry out the appropriate performance reviews and development of staff, defined by P&OD
• Ensure that Occupational Health requirements are implemented
• To be responsible for the Health, Safety and Environmental issues pertaining to direct reports including safe control of operations, permits and maintenance of ISO14001 accreditation
• Review investigations with HSE Representative completed by Site Delivery Supervisors, ensuring the root cause of the incident is identified and actions put in place to prevent reoccurrence, ensuring close out of all actions within agreed SLA

Salary and Benefits

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

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.

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.