Senior Operations Manager

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Senior Operations Manager

Department: Welsh Water

Employment Type: Permanent

Location: Clydach Depot

Description

As Senior Operations Manager, you will take overall responsibility for the operational delivery of the Dŵr Cymru Welsh Water contract.

You will lead all operational areas, including direct delivery and reinstatement activities, through the line management of Operations Managers and Reinstatement Operations Managers. You will oversee subcontractor performance, ensure operational programmes are delivered safely and efficiently, and drive continuous improvement across all delivery areas.

A crucial part of your role will be to own the operational safety of our delivery teams and ensure full compliance with all health, safety, welfare, and environmental requirements. You will work closely with the client to support the achievement of Outcome Delivery Incentives (ODIs), maintain the contract's committed SLAs, deliver consistently high levels of customer satisfaction, and ensure the contract achieves its P&L targets.

You will also liaise closely with planning, customer, Streetworks, commercial, and safety advisors to ensure seamless programme delivery and effective client engagement.

Key Responsibilities

• Provide overall leadership of all operational delivery areas within the Welsh Water contract.
• Line manage and develop Operations Managers and Reinstatement Operations Managers, ensuring clarity of roles, accountability and performance.
• Own the operational safety of all delivery teams, ensuring that risk is well managed and that safe systems of work are embedded in all activities.
• Oversee and manage subcontractor performance, ensuring safe, efficient, and cost-effective delivery.
• Ensure all work is carried out in full compliance with health, safety, welfare and environmental regulations.
• Liaise effectively with the Support Services Manager to ensure planning, customer, streetworks, commercial, and safety advisors are linked into and integrated seamlessly with delivery.
• Maintain compliance with Welsh Water technical standards and specifications and Network Plus quality systems.
• Work collaboratively with the client to deliver operational programmes that support achievement of ODI targets and committed SLAs.
• Ensure adequate levels of labour, materials, plant and subcontractor resources are maintained to meet client requirements.
• Monitor customer service standards, addressing any issues proactively and embedding a right-first-time approach.
• Engage directly with customers where required to resolve complex or escalated issues, ensuring that Welsh language preferences are respected.
• Take accountability for achieving contract P&L targets, including monitoring costs, productivity, and value recovery.
• Provide strong commercial awareness, supporting the commercial team in effective cost capture, billing, and reporting.
• Motivate, coach and develop teams, ensuring training needs are identified and delivered.
• Share best practice across operational areas, driving efficiency, performance and continuous improvement.
• Deputise for the Contract Director and input to NPS executive meetings / reports as required.

Experience and Qualifications

• Proven senior leadership experience in utility operations (clean water preferred).
• Experience of managing large operational teams, including line management of managers.
• Strong experience in subcontractor management.
• Commercial acumen and a track record of delivering against P&L targets.
• Strong client-facing and collaborative working skills, with a track record of building positive relationships.
• Relevant qualifications and authorisations.
• Supervisor Street Works Qualification (NRSWA).
• Deep excavation knowledge and experience.
• Health & Safety qualification (e.g. SMSTS, NEBOSH, IOSH) - desirable.
• Excellent communication, leadership and people management skills.
• Awareness of and commitment to Welsh language and cultural requirements in service delivery.
• Proficiency in IT systems including Microsoft Word and Excel.
• Full UK Driving Licence.

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.

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