Unbound Talent UK
Utilities Service Delivery Manager
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Utilities Service Delivery Manager
Utility Contracts Performance Manager
Location: Hybrid Flexible location with significant remote working available. Travel to other operational locations, client sites and internal meetings across the UK will be required. For the right individual, working arrangements can be discussed.
Salary: £45–50,000 plus benefits
The Opportunity
Our client is a leading provider of critical infrastructure and operational support services, partnering with major utility organisations across the UK.
They are seeking a commercially minded Utility Contracts Performance & Delivery Manager to take ownership of a portfolio of high-value utility contracts, ensuring:
- Exceptional customer service
- Strong commercial performance
- Operational excellence
This is a highly visible role, working with senior stakeholders—both internally and externally—where you will:
- Act as the key point of contact for strategic utility clients
- Ensure contractual commitments are met
- Identify opportunities to strengthen relationships, improve service delivery, and support future growth
The role would suit candidates experienced in utilities and one of the following areas:
- Key Accounts
- Operational Logistics
- Resource Planning
- Client Relationship Management
- Emergency Planning
- Operational Delivery (professional background)
Note: Only candidates with experience in:
- Water
- Electricity
- Gas
- Telecoms
- Energy
- Other regulated utility environments
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Key Responsibilities
- Manage a high-value portfolio of strategic utility contracts
- Build and maintain strong relationships with senior client stakeholders, serving as a trusted partner and escalation point
- Ensure contracts align with agreed KPIs, SLAs, compliance requirements, and commercial objectives
- Lead regular contract performance reviews with clients and internal stakeholders
- Collaborate closely with operational teams for consistent and effective service delivery
- Analyse performance data to identify opportunities for continuous improvement
- Support tender submissions, contract renewals, and client presentations
- Drive contract growth through service enhancement, upselling, and cross-selling initiatives
- Develop meaningful reporting and performance dashboards for senior leadership
- Work across operations, planning, commercial, and compliance functions
- Review performance during operational incidents, leading lessons learned and culture improvement activities
- Support procurement and contract compliance activities across platforms and frameworks
- Monitor industry developments, client requirements, and regulatory changes to maintain best practice
What We're Looking For
Essential
✔ Experience within the utilities sector ✔ Proven experience managing customer relationships, contracts, or operational delivery in a regulated environment ✔ Experience working with senior stakeholders and decision-makers ✔ Strong commercial awareness and understanding of contractual performance measures ✔ Experience managing KPIs, SLAs, and service delivery performance ✔ Exceptional communication, influencing, and relationship management skills ✔ Strong analytical capability, with the ability to interpret data and drive data-informed decision-making ✔ Experience collaborating cross-functionally across operational and commercial teams
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Desirable
✔ Experience in the water industry ✔ Contract management experience in outsourced services, infrastructure, logistics, or emergency response ✔ Support for tender submissions, framework agreements, or contract renewals ✔ Knowledge of procurement platforms and governance processes ✔ Understanding of emergency planning, incident response, or operational logistics
Why Apply?
✅ Manage strategically important contracts for some of the UK’s largest utility organisations ✅ High-profile role with exposure to senior leadership and key clients ✅ Significant autonomy and ownership ✅ Influence over service delivery, customer satisfaction, and growth ✅ Flexible working arrangements available for the right candidate ✅ Long-term career development in a growing, highly respected organisation
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