Head of Client Delivery & Support

Written By Guest User

Reference: 976108

Location: UK, Remote – with regular travel

Type: Permanent

Sector: Energy and Infrastructure

Apply
 

Description

Our client is a leading UK energy infrastructure and services business operating at the heart of the UK’s energy landscape, delivering asset management, operational delivery, and data-driven services to support smarter, more efficient energy systems. The organisation partners with major utilities and energy providers nationwide and continues to invest heavily in data and analytics to drive performance and decision-making.

The Role

As Head of Client Delivery & Support, you will act as the senior operational lead and primary point of accountability for service delivery across a major smart water metering contract. You will oversee day-to-day operational performance, client support and escalations, bringing delivery partners together within a coordinated operating model.

This is a senior leadership role combining client relationship management, operational governance and people leadership. You will ensure customer, network, data and in-life service outcomes meet agreed service levels, while driving continuous improvement, managing integration risks and maintaining a strong focus on customer outcomes throughout the life of the contract.

Key Responsibilities

  • Act as the senior operational interface between the business, its client and delivery partners, ensuring alignment with contractual commitments, performance targets and customer outcomes

  • Lead end-to-end service delivery governance, overseeing operational performance, service levels, supplier management and contract obligations

  • Integrate installation, network, meter operations, data and support functions, establishing clear accountabilities and effective collaboration

  • Lead incident, problem and escalation management, coordinating issue resolution, service recovery and forward planning across delivery partners

  • Drive continuous improvement using operational insight, service data and customer feedback to improve efficiency, reduce costs and enhance service quality

  • Develop and oversee strategic, tactical and operational planning, aligning resources, capacity and partner activity with forecast demand and contract priorities

  • Monitor and report performance across the delivery lifecycle, including spend against targets, cost to serve, rollout progress, productivity, customer experience, quality, and health and safety

  • Oversee network performance, meter health, connectivity, commissioning and data quality to maximise meter availability and operational efficiency

  • Lead support services, billing governance and customer escalations, ensuring effective controls, dispute resolution and regulatory compliance

  • Manage the support services budget and identify opportunities to optimise service delivery costs

  • Lead and develop a team of direct reports and wider operational support colleagues

  • Engage with clients, suppliers, industry bodies and regulators to understand emerging trends, support best practice and maintain alignment with regulatory requirements

Key Requirements

Skills & Experience 

Qualifications:

  • A-levels in English and Maths or equivalent academic achievement (Essential)

  • Further education, vocational training or professional development in business, leadership or customer service (Essential)

  • Degree-level qualification in Business, Operations Management or a related field (Desirable)

Knowledge:

  • Working knowledge of industry-specific systems or platforms, such as CRM and scheduling tools (Essential)

  • Strong understanding of operational service delivery models and field support functions (Essential)

  • Knowledge of metering, utilities or regulated service environments (Essential)

  • Familiarity with supplier relationship management and contractual frameworks (Desirable)

Essential Experience:

  • Demonstrable leadership experience in a service delivery or support function

  • Proven experience leading large-scale office-based and field-based support service operations in a fast-paced environment

  • Track record of managing cross-functional teams and delivering transformation projects

  • Demonstrated success in supplier performance management and dispute resolution

Desirable Experience:

  • Experience managing profit and loss and driving cost optimisation initiatives

  • Experience implementing continuous improvement and service excellence frameworks

Technichal Competencies:

  • Proficiency in operational systems and workforce management tools

  • Strong data analysis and reporting skills to monitor KPIs and service performance

  • Ability to interpret and manage complex billing and dispute processes

  • Strong stakeholder engagement and supplier governance skills

  • Commercial mindset focused on efficient service delivery

Behavioural Competencies:

  • Strategic thinker with the ability to translate vision into operational delivery

  • Strong leadership and people development skills

  • Excellent communication and influencing abilities across all levels

  • Resilient, adaptable and solution-focused under pressure

  • Customer-centric approach with a commitment to service excellence

Due to current workloads, Simpson Booth regrets to inform that in the instance you have not heard from us within 2 weeks of your application, you are to consider your application unsuccessful at this time.

Back to jobs
Guest User
Next

Decision Support Manager