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 recruitment@ocugroup.com.
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