Service Delivery Manager - Metering Operations

Service Delivery Manager – Metering Operations

Ref: GQ-0122-01

Working Pattern: Permanent / Full-time / 37.5 hours per week Monday - Friday

Salary: To be discussed with successful applicant at interview stage from £40,000+ per annum depending on experience

 

We have a rare opportunity available for a Service Delivery Manager to join our Metering Operations department.

 

You will become a Subject Matter Expert in all Lowri Beck’s metering operational functions understanding the contract SLA’s/KPI’s within their Customer portfolio and support the understanding of these across the wider Operations Dept., ensuring adherence. In addition, the Service Delivery Manager will take responsibility for liaising with Customers on contractual, commercial, and operational matters.

 

The role requires the ability to develop, grow and nurture positive relationships and strategies with the designated Customer organisation and internal delivery functions

 

Key Accountabilities

  • Be a Subject Matter Expert of all Lowri Beck operational activities, processes and have a high-level understanding of operational IT system capabilities.

  • Understand all customer operational functions and processes that interface with LB operational functions and processes.

  • Lead customer meetings alongside the Operations Team or alone to discuss operational, contractual and commercial matters, feeding back information internally.

  • Support the Operations Dept. Business Area Managers to ensure the adherence of functional units to Service Schedules within the contract framework.

  • Act as an escalation point for customer enquiries and queries.

  • Take ownership, where required, of operational, contractual, and commercial issues /escalations to facilitate progress and resolution with stakeholders and functional units.

  • Support stakeholder functions to deliver resolutions, workarounds, and updates in relation to all operational incidents/issues.

  • Be the proactive face of the Operations Dept. ensuring that a high profile is maintained and that all relevant stakeholders are aware of Service Delivery information.

  • Ensure that the Customer and internal perceptions and expectations are understood, and plans aligned to facilitate improvement with creativity around insight.

  • Working with stakeholder functions (Customer and internal), facilitate and assist in identifying Continual Service Improvement (CSI).

  • Seek operational opportunities for value add, increasing revenue and reducing the cost of support.

  • Assist in the Development of CSI Plans, with measurable KPIs alongside the Business Excellence Team.

  • Develop an appropriate communication plan that reports, updates, and provides appropriate feedback channels (as part of CSI) that enhances customer participation / engagement.

  • Provide feedback and input into the performance management process assisting support activity.

  • Build excellent operational relationships with both customers and internal stakeholders as a collaborative partner to deliver the best possible customer experience and Service Delivery.

  • Ensure Senior Management stakeholders are advised of major service issues (to minimise surprise and exposure).

  • Understand the Customers business plans and the Lowri Beck Company Strategy.

  • Accountability for the financial management of Service Delivery Management.

 

What we are looking for

  • Educated to degree level or equivalent

  • Minimum of 2 years’ experience working within a customer facing service delivery environment

  • Experience of working within a customer facing role

  • Have excellent commercial acumen for managing a significant budget

  • Computer literate and able to operate Microsoft Office

  • Stakeholder management skills with the ability to influence both key internal & external stakeholders

  • Excellent organisation skills with the ability to work to deadlines

  • Have excellent communication and interpersonal skills with the ability to work as part of a team and on own initiative

  • Prior experience of working within a similar service delivery role within the utilities or other field-based service industry would be desirable.

 

To apply, click here to visit the Lowri Beck Careers Website and submit an application online.

 

Successful applicants and offers of employment will be subject to successfully meeting our standard pre-employment vetting procedures, including Eligibility to work in the UK check, basic Disclosure and Barring Service (DBS) check, previous employment history check, identity check & home address check.

 

Lowri Beck participates in the EUSR Smart Meter Referencing Scheme

 

Please note this role is being handled by our internal recruitment team and no agency support is required at this time