Operational Performance Manager

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The Role

The Operational Performance Manager is responsible for the active management and intervention of operational performance across the national Crowded Meter Room (CMR) Programme.

This role acts as the hands-on operational control function, ensuring Meter Equipment Managers (MEMs), internal teams, and delivery partners achieve contractual KPIs, SLAs, quality standards, and recovery targets.

The role is accountable for intervening in delivery, resolving issues, driving recovery, and improving operational efficiency, ensuring programme targets are consistently achieved.

In addition, the role will act as the change owner for system and process improvements, translating operational and user needs into improvements that enhance delivery performance, throughput, and user experience.

Job Description

Operational Performance Management

• Lead and actively manage daily operational performance across the end-to-end delivery pipeline (Engagement through to SoC)
• Intervene directly in underperforming areas to unblock delivery and maintain throughput
• Identify bottlenecks, ageing cases, delivery risks, and performance constraints
• Drive and enforce corrective actions and recovery plans
• Define and apply clear intervention triggers (e.g. SLA breach, backlog thresholds, ageing cases)
• Drive continuous improvement across all operational activities

Risk & Issue Management

• Proactively identify, assess, and manage operational risks and delivery issues across the pipeline
• Own and maintain risk and issue logs with clear ownership, impact, and mitigation actions
• Lead resolution of complex and escalated issues, ensuring timely intervention
• Implement and enforce structured escalation routes across MEMs and internal teams
• Identify systemic risks (capacity, quality, scheduling) and drive preventative actions
• Provide clear risk and issue reporting into governance forums

Supplier & Contractor Performance

• Manage and actively challenge the performance of MEMs and delivery partners
• Hold suppliers directly accountable for achieving contractual KPIs and SLAs
• Apply performance challenge and escalation where targets are not met
• Validate and challenge forecasts, delivery assumptions, and recovery plans
• Lead and own escalation through to resolution
• Conduct performance deep-dives to identify root causes and implement sustainable fixes

Backlog & Recovery Management

• Lead recovery of stalled, ageing, or incomplete cases
• Own and drive intervention plans in high-risk or underperforming areas
• Deliver backlog reduction strategies across survey, design, and resolution stages
• Track recovery actions through to closure with clear ownership
• Ensure delivery aligns to agreed "Path to Green" recovery plans

Performance Insight & Reporting

• Work with BI and Data teams to interpret operational performance data
• Use tools such as Power BI and Frontier to inform decision-making
• Analyse trends, conversion rates, forecast accuracy, SLA performance, and risks
• Maintain full visibility of KPI/SLA performance and recovery trajectories
• Produce clear, action-focused reporting for senior leadership and governance forums
• Ensure decisions are driven by robust data and result in measurable outcomes

Programme Coordination

• Coordinate operational activity across Design, Commercial, QA, Engagement, and Service Delivery teams
• Ensure alignment between internal teams and external suppliers
• Lead cross-functional collaboration to resolve delivery challenges

• Support programme mobilisation and continuous improvement initiatives

Change Ownership & Continuous Improvement

• Act as the change owner for system and process improvements
• Identify, prioritise, and deliver system-related and operational change initiatives
• Translate operational challenges and user requirements into clear change requirements
• Work with Product, Technology, and Data teams to implement improvements
• Lead cross-functional delivery of system and process changes
• Track and report benefits realisation (e.g. improved throughput, SLA performance, efficiency, user experience)

Governance & Assurance

• Ensure delivery aligns with contractual, regulatory, and quality requirements
• Own escalation and resolution of risks, issues, and non-conformances
• Provide structured reporting across performance, risks, issues, and recovery actions
• Contribute to SteerCo, Board, and senior leadership reporting

Experience, Skills & Qualifications

Essential

• Strong experience in operational performance management within utilities, infrastructure, or service delivery environments
• Proven experience managing supplier and contractor performance
• Strong understanding of KPI/SLA management and operational recovery delivery
• Experience managing large-scale operational pipelines
• Demonstrated experience owning and resolving operational risks and issues
• Experience acting as a change owner or delivering system/process improvements
• Strong analytical capability with experience interpreting performance data
• Excellent stakeholder management and communication skills
• Ability to operate in fast-paced, high-pressure environments
• Strong organisational and prioritisation skills

Desirable

• Smart metering, utilities, or energy sector experience
• NEC contract environment experience
• Experience working in regulated environments
• Experience using Power BI or similar reporting tools
• Knowledge of operational assurance, CDM, or quality frameworks

Behaviours & Competencies

• Delivery-focused and operationally driven
• Proactive, action-oriented, and solutions-led
• Strong ownership mindset
• Confident and assertive communicator
• Resilient under pressure
• Commercially aware
• Detail-oriented with strong execution focus

The Opportunity

At Alt HAN you will:

• Join an exciting technical development field in the smart energy sector and lead in the climate/green energy challenge.
• Collaborate with a skilled and reputable team.
• Play a crucial role in the department as the company prepares for rollout.
• Engage with the Senior Team in broader Alt HAN Co development.
• Be part of an organisation striving to be the preferred provider for DESNZ/Energy Suppliers in future smart energy initiatives requiring collective action.

Alt HAN Co is an equal opportunities employer and are committed to treating all job applicants equally. Alt HAN Co does not discriminate against any employee or job applicant on grounds of (including, but not limited to) their race or colour, nationality, national or ethnic origin, sex, marital status, religion, age, sexual orientation or disability.