Unbound Talent UK
Utilities Service Delivery Manager
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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 and operational excellence.
This is a highly visible role working with senior stakeholders both internally and externally. You will act as the key point of contact for strategic utility clients, ensuring contractual commitments are met whilst identifying opportunities to strengthen relationships, improve service delivery and support future growth.
The role would suit anyone working in a similar role or looking to take a step into a more senior role if you have experience in utilities and one of the following areas, Key Accounts, Operational Logistics, Resource Planning, Client Relationship, Emergency Planning or Operational Delivery professional.
Only candidates from water, electricity, gas, telecoms, energy or other regulated utility environments will be considered.
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Key Responsibilities
- Manage a high value portfolio of strategic utility contracts.
- Build and maintain strong relationships with senior client stakeholders, acting as a trusted partner and escalation point.
- Ensure contracts are delivered in line with agreed KPIs, SLAs, compliance requirements and commercial objectives.
- Lead regular contract performance reviews with clients and internal stakeholders.
- Work closely with operational teams to ensure consistent and effective service delivery.
- Analyse performance data and identify opportunities for continuous improvement.
- Support tender submissions, contract renewals and client presentations.
- Identify opportunities for contract growth through service enhancement, upselling and cross-selling initiatives.
- Develop meaningful reporting and performance dashboards to provide insight to senior leadership.
- Work collaboratively across operations, planning, commercial and compliance functions.
- Review performance during operational incidents and lead lessons learned and continuous improvement activities.
- Support procurement and contract compliance activities across relevant platforms and frameworks.
- Monitor industry developments, client requirements and regulatory changes to ensure best practice is maintained.
What We're Looking For
Essential
- Experience working within the utilities sector.
- Proven experience managing customer relationships, contracts or operational delivery within 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.
- Excellent communication, influencing and relationship management skills.
- Strong analytical capability with the ability to interpret data and use insights to drive decisions.
- Experience working cross-functionally across operational and commercial teams.
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Desirable
- Experience within the water industry.
- Contract management experience within outsourced services, infrastructure, logistics or emergency response environments.
- Experience supporting tender submissions, framework agreements or contract renewals.
- Knowledge of procurement platforms and governance processes.
- Understanding of emergency planning, incident response or operational logistics environments.
Why Apply?
- Opportunity to manage strategically important contracts for some of the UK's largest utility organisations.
- High-profile role with regular exposure to senior leadership teams and key customers.
- Significant autonomy and ownership.
- Opportunity to influence service delivery, customer satisfaction and future growth.
- Flexible working arrangements for the right individual.
- Long-term career development opportunities within a growing and highly respected organisation.
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