Service Delivery Manager
Annual
Description As a Service Delivery Manager, you will manage the safe and efficient replacement of Gas mains within the NW CMO delivery of works programme for your business unit. You will be responsible for a working environment, which ensures the achievement of all safety and environment legislation, engineering and customer standards. You will provide operational leadership - ensuring that the work is delivered safely, on time, within budget and to our Client's expectations. In addition to Health and Safety, customer service is critical. You will ensure that work is carried out in a manner which meets or exceeds customer expectations and adopts a 'right first time' approach. Satisfaction of customers is measured through the regulatory measure, C-SAT. You will work closely with the client to influence a dramatic improvement in the C-SAT measure and show leadership skills to genuinely care about the ratings customers give following completion of operational worksKey Responsibilities
- Manage the Service Delivery Supervisor's for your business unit to ensure that all work carried out reaches the required levels of safety and technical policies and procedures
- Ensure that all safety and environmental policies and procedures, legislative and statutory obligations are met
- Be responsible for workforce operational performance to ensure that all objectives are met and that problems are anticipated and resolved
- Ensure that all work is carried out according to NRSWA, and be responsible for effective liaison and collaboration with Highways Authorities, Local Authorities, and other Utilities etc.
- Integrate new cost-effective working methods into work activities, whilst maintaining an effective employee relations climate
- Ensure that communications are delivered effectively so that all staff understand business strategy, objectives, standards of service and business performance (e.g. team talks)
- Maintain strong customer focus, to support improved OFGEM score
- Monitor, meet and strive to exceed all business performance targets
- Promote and operate a culture of zero tolerance of accidents and self-inflicted incidents
- Continually monitor performance, utilising defined business measures and seeking continuous improvement through ways of working
- Manage their business unit to promote team working and collaboration
- Carry out the appropriate performance reviews and development of staff, defined by P&OD
- Ensure that Occupational Health requirements are implemented
- Be responsible for the Health, Safety and Environmental issues pertaining to direct reports including safe control of operations, permits and maintenance of ISO14001 accreditation
- Lead and review investigations with the area aligned HSE Representative, ensuring the root cause of the incident is identified and actions put in place to prevent reoccurrence, ensuring close out of all actions within the agreed SLA
- Relevant Gas Qualification (Desirable)
- IGEM incorporated / technical engineer (Desirable)
- SHEA (Gas)
- NRSWA 1991 (Supervisor)
- SCO 1, 2, 4 & 5 (MR2), SCO 1, 2 & 5 (MR1) (Desirable)
- IOSH
- NEBOSH (preferred)
- NCO Gas Level 3 (Desirable)
- ILM/CMI management qualification (Desirable)